Un-cancel & Appointment Recovery

Complete guide to recovering cancelled appointments, archiving, and permanently deleting appointment data.

Un-cancel an Appointment

Made a mistake or did the customer change their mind? Petboost makes it easy to rebook cancelled appointments with all the original details pre-filled.

What "Un-cancel" Does

When you un-cancel an appointment, Petboost:

Opens the appointment creation form
Pre-fills all details from the cancelled appointment:
- Customer and pet information
- Services and add-ons
- Team member assignment
- Resource assignment
- Date and time
- Notes and attachments
Lets you adjust any details before saving
Creates a new appointment (the original cancelled record remains)

How to Un-cancel

Navigate to the cancelled appointment (via calendar, Mission Control, or customer profile)
Open the appointment detail panel
Click "Un-cancel Appointment" button
Review the pre-filled form:
- Verify date and time work
- Check team member availability
- Adjust services if needed
Click Save to create the new appointment

When to Use Un-cancel

Scenario	Use Un-cancel?
Customer changed their mind	✅ Yes
Cancellation was made in error	✅ Yes
Rebooking same customer/pet/service	✅ Yes
Booking same customer but different date	✅ Yes (adjust dates)
Completely new booking	❌ Use regular booking

Important Notes

Creates a new appointment - The original cancelled appointment remains in your records for audit purposes
Check availability - The original time slot may no longer be available
Notifications - Standard booking confirmations will be sent to the customer
Recurring series - Un-cancelling one instance of a recurring appointment creates a standalone appointment, not a new series

Archive vs Cancel vs Delete

Petboost provides three ways to remove appointments from your active schedule:

Cancel

Changes status to "Cancelled" and notifies customer

Aspect	Detail
What happens	Status changes, customer notified, appears in cancelled view
When to use	Customer cancels, no-show, service can't be delivered
Reversible?	Yes - use Un-cancel to rebook
Refund option	Yes - can process refund during cancellation
Calendar impact	Removed from active calendar, visible in cancelled filter

How to cancel:

Open appointment
Click Cancel
Select cancellation reason
Choose notification options
Process refund if applicable
Confirm

Aspect	Detail
What happens	Hidden from calendar, data fully retained
When to use	Clean up old completed appointments, reduce clutter
Reversible?	Yes - can unarchive
Customer notification	None
Calendar impact	Completely hidden from calendar views

Hard Delete (Permanent)

Permanently removes appointment from the system

Aspect	Detail
What happens	Data completely removed, cannot be recovered
When to use	GDPR requests, test data cleanup, duplicate removal
Reversible?	❌ No - permanent
Requirements	Appointment must be in deletion-safe status
Calendar impact	Completely removed

Deletion-safe statuses:

Pending
Confirmed
Declined
Cancelled
Invoice Amount Void

Cannot delete appointments that:

Have completed payments (Paid status)
Are in progress
Have active payment holds

How to hard delete:

Open appointment
Click More Actions menu (⋮)
Select Permanently Delete
Read the warning carefully
Type confirmation if required
Click Delete Permanently

⚠️ Warning: Hard delete cannot be undone. For record-keeping purposes, consider Archive instead.

Comparison Table

Action	Data Retained	Customer Notified	Reversible	Best For
Cancel	✅ Yes	✅ Yes	✅ Un-cancel	Normal cancellations
Archive	✅ Yes	❌ No	✅ Unarchive	Calendar cleanup
Hard Delete	❌ No	❌ No	❌ No	GDPR, test data

Recovering Appointments

Finding Cancelled Appointments

Calendar filter: Toggle "Show Cancelled" in calendar settings
Mission Control: Filter by Cancelled status
Customer profile: Open the Appointments tab and select All. Cancelled bookings are included. If one is still missing, open Filter By and set Cancelled to Show.

Finding Archived Appointments

Global search: Search by customer name, pet name, or date
Customer profile: Archived appointments may appear in full history

Audit Trail

All cancellation, archive, and delete actions are logged in the appointment's Activity Log:

Who performed the action
When it was performed
Reason (for cancellations)
Original status before action

Customer data deletion

For a customer who asks you to remove their account:

Open the customer profile
Select Manage Owner > Archive or Delete Account
Choose Delete only when you need the record gone. Archive if you may need the history

There is no Settings > Customer > Hard Delete path. See Hard Delete a Pet Owner.

Common Questions

Can I un-cancel multiple appointments at once?

Un-cancel works one appointment at a time. Dates you skipped with Skip these dates come back the same way: un-cancel each cancelled appointment. Ending a series with End series (all future) cannot be undone. Create a new series if they should start again. See Pause or cancel a recurring series.

Does un-cancel restore package credits?

No. Un-cancel creates a new appointment. If package credits were forfeited during cancellation, you'll need to manually adjust the package balance.

Can I archive a recurring series?

You can archive individual instances. To archive the entire series, cancel the series first, then archive each cancelled instance.

What happens to invoices when I hard delete?

Hard delete removes all appointment data including invoice records. For financial record-keeping, consider Archive instead of Hard Delete for paid appointments.

Managing Appointments - Complete appointment lifecycle
Appointment Statuses - Status reference
Payment Processing - Refunds and voids
FAQ - Common questions

Need help? Contact support via the Help button or email support@petboost.com.au