Self Reschedule & Self Cancellation
This article covers how to configure the Self Reschedule and Self Cancellation features, which allow your customers to manage their own bookings directly from their confirmation email — without needing to contact you.
Overview
Both features are configured per activity (product), meaning you can enable them on some activities while leaving others unchanged. Each feature adds a Customer Portal button to the customer's confirmation email, giving them a self-service page to modify or cancel their booking based on the rules you set.
How to Access These Settings
Log in to the admin at manage.singenuity.com.
In the top menu, select Products. The top menu buttons are ordered left to right: Products, Reports, Settings, and Register (which takes you back to the Web Register).
Open the specific product you want to configure.
In the left-hand menu within that product, select the Self Reschedule tab.
Part 1: Allow Self Reschedule
This toggle is off by default. When enabled, customers can change the date or time of their booking through the Customer Portal.
Enabling Self Reschedule
Toggle Allow Self Reschedule to the on position.
Set a Minimum Hours Before Appointment — this is the cutoff window within which a customer can no longer reschedule. For example, setting this to
24means customers must reschedule at least 24 hours before their booking.Optionally, set a Reschedule Fee:
Enter a dollar amount for the fee.
Choose whether the fee applies Per Guest or Per Order.
If a fee is set, the customer must pay it before their reschedule is confirmed.
Set your Reschedule Policy message:
Default: Automatically generates a message stating when the deadline to reschedule is, e.g., "This order can be rescheduled until 24 hours before the start time on [date]."
Custom: Write your own policy message. This is useful if you want to communicate specific terms or conditions in your own words.
Part 2: Allow Self Cancellation
This toggle works identically to Allow Self Reschedule, but instead of moving a booking to a new date or time, it allows the customer to cancel it entirely.
Enabling Self Cancellation
Toggle Allow Self Cancellation to the on position.
Set a Minimum Hours Before Appointment — the cutoff window within which a customer can no longer cancel on their own.
Optionally, set a Cancellation Fee:
Enter a dollar amount for the fee.
Choose whether the fee applies Per Guest or Per Order.
If a fee is set, the customer must pay it before their cancellation is confirmed.
Set your Cancellation Policy message:
Default: Automatically generates a message stating the cancellation deadline.
Custom: Write your own policy message to communicate your specific cancellation terms.
The Customer Experience
Once either feature is enabled, here is what your customers will experience:
The customer receives their confirmation email, which now includes a Customer Portal button.
Clicking the button takes them to a page showing a summary of their booking.
If their order contains multiple activities, they can select which one they want to modify.
Depending on what you have enabled, they will see options to:
Edit the date/time (if Self Reschedule is enabled), or
Cancel their booking (if Self Cancellation is enabled).
Once changes are confirmed, the customer receives an updated confirmation email reflecting their new date/time or confirming their cancellation.
Price Differences When Rescheduling
When a customer reschedules to a different date or time, the new slot may be priced differently than the original. Here is how the system handles that:
New slot is more expensive: The system will automatically charge the customer for the price difference at the time of the reschedule. The change will not go through until payment is collected.
New slot is less expensive: The system will automatically attempt a refund for the difference.
If you have refunds to a gift card or refunds to a credit card enabled, the refund will be processed accordingly.
If neither refund option is enabled, the reschedule will still go through, but the customer will need to contact you directly to receive their refund.
Important Notes
All fees (reschedule or cancellation) are collected at the time the customer makes the change. Customers cannot complete their edit until the fee has been paid.
These settings are configured individually per product, so you have full control over which activities allow self-service changes.
The Customer Portal button will only appear in confirmation emails for activities that have one or both toggles enabled.