Change, reschedule, or cancel an appointment

You can change an appointment's services, provider and length. You can also move it to a new time or cancel it, and Lilo can let the client know.

Change services, provider, or lengthCopy Anchor Link

1. Open the appointment on the Calendar and select Edit.
2. Select the Services tab.
3. Make your changes:
   • Duration: choose a new length. Any services after it move to fit.
   • Provider: choose who does the service. The menu lists the people who can do it.
   • Add Service: select it, pick a service, then select Add Service in the box. Lilo adds it at the end and picks a provider, which you can change.
   • To remove a service, select the X on it. Select Undo to bring it back.
4. Select Save Changes. You'll see Appointment updated.

Nothing changes until you save. If you close the box first, Lilo asks whether to discard your changes. The Notes tab works the same way, with Client Notes and Staff Notes.

In Operations → Appointments, the pencil on each row opens the same Edit Appointment box.

In the Lilo app, tap the appointment, then tap Edit Details. Make your changes on the Services or Notes tab and tap Save Appointment.

Move an appointment to a new timeCopy Anchor Link

1. Open the appointment on the Calendar and select Reschedule.
2. Choose a date. Days with no open times are grayed out. Use the arrows next to Select Date for later dates.
3. Choose a time, then select Reschedule.
4. Check the From and To times. Leave Notify client on to send the client the new time.
5. Select Confirm Move. You'll see Appointment rescheduled.

The times you see are open times for the same provider. To move the appointment to someone else, change its provider first.

Other ways to move it:

• On the Day view, drag the appointment up or down its provider's column. Lilo asks you to confirm. Anything worth checking, like a time outside the provider's hours, shows under Things to confirm.
• In the Edit Appointment box, select Reschedule at the top. The new time saves with your other changes when you select Save Changes.
• If you see clients yourself, the Next client card in My Day on your home screen has Reschedule.

In the Lilo app, tap the appointment, then Edit Details → Date & Time. Pick a new date and time, or tap Find an available time. Then tap Save Appointment.

Cancel an appointmentCopy Anchor Link

1. Open the appointment on the Calendar and select Cancel.
2. In the Cancel Appointment box, you can choose a Reason for cancellation and add Additional notes.
3. Leave Notify client on to send the client a cancellation notice.
4. Select Cancel Appointment. You'll see Appointment cancelled.

Cancel Appointment in the Edit Appointment box opens the same box.

If the client paid a deposit, the box shows what happens to it. The reason can decide it. When your business is cancelling, cancel from the calendar or the Lilo app. Cancellations, no-shows, and deposits has the details.

Two quicker ways don't use the Cancel Appointment box. Neither asks for a reason, and both notify the client:

• In Operations → Appointments, select Cancel on the row, then Cancel Appointment.
• If you see clients yourself, choose Cancel appointment from the ⋯ menu on the Next client card. It cancels without asking first.

In the Lilo app, tap the appointment, tap ⋯, then tap Cancel appointment. Choose whether to Notify client, then tap Confirm.

How it worksCopy Anchor Link

What you can change, and whenCopy Anchor Link

In the Lilo app, you can only edit or cancel Booked and Confirmed appointments.

What the client hearsCopy Anchor Link

• Moving or cancelling sends the client a notice when Notify client is on. They get it by email if they get appointment emails from you.
• Notify client starts on for appointments that haven't started yet, and off once the start time has passed. You can always change it.
• Changing services, providers, length or notes doesn't send the client anything.
• Reminders follow the new time. Cancelling stops them.
• Providers on the appointment hear about moves and cancellations based on their own notification settings, unless the appointment has started.

More rulesCopy Anchor Link

• Moving an appointment sets it back to Booked.
• On a Lilo Booth plan, there's no Provider menu, since you do every service.
• The price doesn't change when you change the length or the provider. An added service comes in at its usual price.
• In the Edit Appointment box, Lilo warns you if a change overlaps another appointment for that provider. It asks before it double-books them when you save.
• On the Day view, you can't drop an appointment onto another one in that column.
• Cancelling frees the time for new bookings.
• A cancelled appointment stays on the calendar with a dashed red outline. You can't undo a cancellation.
• If the appointment is part of a recurring series, your changes apply to that visit only. To pause or cancel the whole series, use Manage series. See Recurring appointments.

Common questionsCopy Anchor Link

Why can't I reschedule this appointment?Copy Anchor Link

Only Booked and Confirmed appointments can move, so a checked-in appointment stays at its time.

Why isn't the time I want in the Reschedule box?Copy Anchor Link

The box only shows open times for the appointment's provider. To use another time on the same day, drag the appointment on the Day view. Lilo warns you if it's outside the provider's hours. In the Lilo app, you can set the date and time yourself on the Date & Time tab.

Does the client find out when I change their appointment?Copy Anchor Link

Only when you move or cancel it. You can turn off Notify client first, except when you cancel from the Appointments list or the Next client card. Changing services, providers, length or notes doesn't message them.

Can I undo a cancellation?Copy Anchor Link

No, but you can book the client again. On the Day view, select the info icon on the cancelled appointment to open it, then select Rebook. Lilo fills in the client and services, and you pick the new time.

Can I give an appointment to a different provider?Copy Anchor Link

Yes. Select Edit, then choose a new Provider on the Services tab. Rescheduling and dragging keep the same provider.

Why didn't the price change when I made the appointment longer?Copy Anchor Link

Lilo keeps the price each service was booked at.