Britixo CRMBritixo CRM Enterprise Help Centre
Appointments & Scheduling · How-to guide

Process a pending client cancellation request

Approve or reject a customer's request without allowing the client portal to bypass staff control over the appointment lifecycle.

Audience: Staff who approve customer appointment requestsFeature: Cancellation request approvalModule v1.3.6
Feature pathAppointments > Open appointment > Cancellation request
Before you beginThis guide follows the supplied Britixo Appointments & Scheduling module version 1.3.6. The relevant access is Appointments: Approve. A menu, button, provider, time slot or client action can remain hidden when the signed-in user lacks the required permission, the module setting is disabled, the related record is in an ineligible state, or availability validation rejects the request.

What this feature does

Approve or reject a customer's request without allowing the client portal to bypass staff control over the appointment lifecycle. It uses Britixo's permission-aware appointment, availability, status and integration flow rather than an unconnected diary entry.

How the module flow works

A client cancellation request records a pending request against the appointment rather than immediately cancelling it.

Authorised staff review the request through the appointment detail flow and decide whether to apply Cancelled status.

The decision updates request state, appointment history and configured participant notifications.

Step-by-step workflow

  1. Open the appointment flagged with a cancellation request.
  2. Review the customer request and appointment timing.
  3. Confirm service, provider, invoice and calendar implications.
  4. Approve or reject the request using the dedicated action.
  5. Verify the final appointment status and customer communication.

Important fields and decisions

Request statePending, approved or rejected cancellation request.
Customer reasonReason supplied through the client-facing flow.
DecisionStaff approval or rejection.
Appointment statusChanges to Cancelled only when the approved flow applies it.

What happens after completion

After this workflow completes, Britixo keeps the appointment and its supported relationships connected. Reopen the appointment and verify the saved status, date, timezone, customer or lead, service, provider, attendees, reminder state, calendar or meeting reference, invoice reference and history that apply to this feature. External email, SMS, Google, Microsoft or payment outcomes must be checked separately from the Britixo database save.

  • Open the saved appointment and confirm the final status and source.
  • Check the participant, provider, timing and timezone from the full detail page.
  • Review the relevant table filter, calendar, history, report or linked invoice instead of relying only on a success message.

Controls, checks and common mistakes

  • Do not manually cancel before reading the customer's request.
  • Review refund or invoice action separately.
  • Remove or update remote calendar events after an approved cancellation where configured.
  • Use the least destructive correction and retain the appointment history when the booking existed operationally.
  • Never bypass a permission, availability, approval, client-access or verification control by changing an unrelated route or setting.
Scheduling and data safetyAppointment changes can notify customers, reserve provider time, update remote calendars, create meeting links or invoices and alter reports. Confirm the exact record, timezone, status and recipients before saving.
Browse connected topics:cancellationclient portalapprovalnotificationsappointmentinvoicepaymentcheckreportschedulingserviceprovideravailabilityreminders
Request appointment cancellation as a client →Cancel an appointment as staff →View the invoice linked to an appointment →Update or delete a Google Calendar event →Understand appointment statuses →Approve a pending appointment →Mark an appointment In Progress →Mark an appointment Completed →