Cancelling an Appointment
Sometimes an appointment needs to be called off. Driive makes it straightforward to cancel, tracks the reason, and keeps everyone informed automatically.
When you can cancel
You can cancel an appointment that is in the Scheduled or In Progress status. For appointments that have not been scheduled yet (Requested, Needs Scheduled), you have the option to Delete them instead, which removes them from your pipeline entirely.
Appointments that are already Completed, Cancelled, or Rejected cannot be cancelled.
How to cancel (admin cancellation)
From the appointment detail page
Open the appointment by clicking its card on the kanban board or its row in the list view.
Click Cancel Appointment on the status action card, or open the three-dot menu and select Cancel Appointment.
The Cancel Appointment dialog opens.
From the kanban board
Hover over the appointment card in the Scheduled lane.
Click the X quick-action button on the card.
From the list view
Click the three-dot menu (...) on the appointment row.
Select Cancel Appointment.
The cancel dialog
The cancel dialog asks you to confirm and optionally provide a reason:
Review the appointment — The dialog shows the appointment type, scheduled date and time, and customer name so you can confirm you are cancelling the right one.
Add a reason (optional) — Enter a reason for the cancellation. This is stored on the appointment and visible in the activity feed. While optional, adding a reason helps your team understand why the appointment was cancelled.
Confirm or keep — Click Cancel Appointment to proceed, or click Keep Appointment to go back without making any changes.
Important: Cancelling an appointment cannot be undone. The appointment moves to the Cancelled status permanently.
What notifications are sent
When you cancel an appointment:
The customer receives a cancellation notification via email and/or SMS (depending on your notification settings). The notification includes the cancellation reason if one was provided.
Assigned team members are notified and the calendar event is removed.
An activity entry is recorded in the appointment's activity feed with the cancellation reason and who cancelled it.
Admin cancel vs. customer self-cancel
Admin cancel | Customer self-cancel | |
|---|---|---|
Who initiates | A team member from within Driive. | The customer, using a cancellation link in their confirmation email. |
Recorded as | Cancelled by the team member's name. | Cancelled by the customer. |
Reason | Optional, entered in the cancel dialog. | May include a reason if your cancellation flow asks for one. |
Notifications | Customer is notified. | Team is notified. |
In both cases, the appointment moves to the Cancelled status and appears in the Cancelled lane on the kanban board.
Deleting vs. cancelling
Cancel is for scheduled appointments that were confirmed but need to be called off. The appointment stays in your records with a Cancelled status, preserving the history.
Delete is for appointments that have not been scheduled yet (Requested, Pending, Needs Scheduled). Deleting removes the appointment from your pipeline. This is useful for spam requests, duplicates, or test bookings.
To delete an unscheduled appointment, open the three-dot menu from the detail page or list view and select Delete Appointment.
After cancellation
The appointment moves to the Cancelled lane on the kanban board.
The time slot is freed up and becomes available for other bookings.
The appointment remains in your records for reporting purposes.
If you need to rebook the customer, you can create a new appointment using quick book or send them a fresh booking link.