Appointment Change System
When to Cancel an appointment
If the client cancels 24 hours before an appointment book for the current week, cancel not archive as it needs to show on the current weeks "cancellation list". Do not add an invoice.
If the client cancel within 24 hour of their appointment, (and the late cancellation applies) make an invoice BEFORE cancelling as the appointment still needing to be paid for.
However, some things are out of our control like being waking up sick so its up to your own discretion to decide if someone is able to have the fee wavered, offer appointment later in the week for them to avoid the fee and if they don't want to accept it, then apologise and say the cancellation fee is unavoidable. If they do accept then waver the fee ("we will waver the fee this time just remember the fee is there for future cancellations").
When to Archive (delete) an appointment
If someone calls to cancel more than a week in advance (not the current week) you archive the appointment completely. Always try to reschedule for after the cancelled date. If it is an initial appointment BEFORE archiving the appointment please copy the notes in the comment box and add to their profile otherwise all information on the booking will be deleted for good and this can not be undone if they client calls back to rebook.
When to mark as non arrive (DNA)
You mark as a non attendance when the client doesn't show up for their appointment and doesn't contact you to let you know, (DNA).
Try to get ahold of the client to find out if everything is ok, try to rebook them in for a time that suits however the fee will still apply.
When to just move an appointment
If someone calls to move their appointment to another time that week, all you do is move it, don't cancel it - e.g. someone rings on Tuesday and wants to change their appointment on Thursday to later in the week, just reschedule.
Or if someone calls in advance to push their appointment back a week or so, you can either "Archive" and make a new appointment or edit the appointment time and dates.