# Let Customers Change a Booking

> Customers reschedule or cancel an online booking from the link in their confirmation, and your team is told.

Source: https://jobwisepro.com/help/booking-forms/let-customers-change-a-booking
Category: Booking Forms
Updated: 2026-10-22

Every booking made on your [booking page](/help/booking-forms/share-your-booking-page) comes with its own link, so the customer can move or cancel it without calling you.

## What the customer receives

After booking, the customer gets a confirmation email with the service, your business name, the date and time, and a **Reschedule or cancel** button. A text goes too when text notifications are on.

The link opens a page for that booking only. Anyone with the link can see and change that booking, and nothing else.

## Reschedule a booking

1. The customer opens the link and selects **Reschedule**.
2. They pick a new open time. Open times follow the same rules as the booking page, and the current time isn't offered.
3. The change applies at once if the time is still free. If someone took it in the meantime, the customer sees an error and the times reload.

The same team member keeps the booking when they are free at the new time. Otherwise another team member assigned to the service gets it. The customer gets an email saying the booking has moved, and a text when text notifications are on.

## Cancel a booking

1. The customer opens the link and selects **Cancel**.
2. They confirm in the dialog.

The booked time comes off the schedule and opens up for other customers, and the request moves to the **Unscheduled** panel. The customer gets a cancellation email, and a text when text notifications are on.

## When a customer can't change a booking

The page asks the customer to contact you instead when:

- The appointment is within the service's minimum notice, or has passed.
- Your team has converted the request to a job, closed it, unscheduled it, or deleted it.
- Your plan no longer includes online booking.

A switched-off service or booking page still lets the customer cancel, but not reschedule. After five online reschedules, the customer can still cancel but has to contact you to move the booking again.

## How your team hears about it

Your team gets the **Customer rescheduled or cancelled a booking** notification by email and push. It goes to the team member booked and the request's assignee while they are still in your organization, plus the owner and admins, subject to each person's [notification choices](/help/account/choose-your-notifications). It names the customer, the service, and the new time, and a reschedule also shows the old time.

> **Note:** When your team moves a booked request on the [schedule](/help/schedule/respond-to-a-booking-request), the booking moves with it, but the customer is not told. Unscheduling the request or making it anytime frees the time, and the customer's link then asks them to contact you.