Process a pending client cancellation request
Follow this guide to review and approve or reject a customer's request without allowing the client portal to bypass staff control over the appointment lifecycle. The guide then takes you through the correct route, the checks to complete before making changes, the workflow in order, and the evidence to review afterwards.
What you’ll accomplish
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.
Follow these steps
- Go to the appointment flagged with a cancellation request.
- Check the customer request and appointment timing.
- Verify service, provider, invoice and calendar implications.
- Approve or reject the request using the dedicated action.
- Verify the final appointment status and customer communication.
Fields and decisions to review
How to confirm it worked
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.