When a client cancels less than 48 hours before a lesson, it isn't cancelled straight away. You get a cancellation request to review. You decide whether to accept it. If you do nothing, the lesson stays scheduled as planned.
1. Find the request
Requests show up in three places:
On Home, under Needs your attention (1). Select Review, or Review all (2) when the same client has asked to cancel several lessons.
At the top of Lessons, as N cancellation requests (1). Select Review.
In the lessons list, with Status set to Cancellation requested (1). This shows every lesson waiting for your answer.
2. Open the lesson
Open the lesson. The notice (2) says who asked to cancel, when they asked and their reason. To talk to them first, use the message button next to it, which shows their first name (for example Message Chris).
When you're ready, select Review cancellation (1).
3. Accept or keep the lesson
The Accept this cancellation? window repeats the client's reason.
Select Accept cancellation (1) to cancel the lesson for both of you.
Select Keep lesson (2) to close the window. The lesson stays scheduled as planned.
4. See the result
If you accept, you see Lesson cancellation approved. This lesson is no longer scheduled. The lesson is marked Cancelled, with the client's reason. If the client hadn't been charged for it, Billing shows Not charged.
Good to know
Keep lesson only closes the window, and the request stays on the lesson. Message your client to let them know you'd like to go ahead.
In the calendar, a lesson with a request is marked Cancellation requested.
Clients can cancel a lesson that's more than 48 hours away without your approval.