--- id: "manage-appointments" lang: "en" title: "Look after appointments: find, mark done or no-show, cancel" summary: "Find any appointment in the list, mark it done or a no-show, or cancel it. Cancelling frees the time and any gift voucher held for it." area: "Treatments & appointments" kind: "task" url: "https://zeropos.shop/help/manage-appointments" alternate: "https://zeropos.shop/help/manage-appointments?lang=es" markdown: "https://zeropos.shop/help/md/en/manage-appointments.md" screens: ["/backoffice/treatments/appointments","/planning/treatments"] where_to_find: ["BACKOFFICE › Treatments › Appointments","BACKOFFICE › Treatments › Calendar"] related: ["book-an-appointment","online-booking","treatment-vouchers","treatments-at-the-till","appointment-reminders"] updated: "2026-10-21" --- # Look after appointments: find, mark done or no-show, cancel Find any appointment in the list, mark it done or a no-show, or cancel it. Cancelling frees the time and any gift voucher held for it. Two screens show the same bookings. [BACKOFFICE › Treatments › Appointments](https://app.zeropos.shop/backoffice/treatments/appointments) lists them as rows, which is easiest for “who is coming” on a phone. [BACKOFFICE › Treatments › Calendar](https://app.zeropos.shop/planning/treatments) lays them out by day, and that is where you mark them done or cancel them. A no-show, and who does each appointment, can be set on either. Where to find it: BACKOFFICE › Treatments › Appointments; BACKOFFICE › Treatments › Calendar. ## Steps ### Find an appointment 1. Open [BACKOFFICE › Treatments › Appointments](https://app.zeropos.shop/backoffice/treatments/appointments). 2. Pick a tab: **Upcoming**, **Past**, **Cancelled**, **No-shows** or **All**. 3. Type a name, phone number or treatment in the search box to narrow the list. ### Mark it done, cancel it or move it 4. Open [BACKOFFICE › Treatments › Calendar](https://app.zeropos.shop/planning/treatments) and go to the appointment's day. 5. When the treatment is finished, tap **Done** on the appointment. 6. To cancel it, tap the bin (**Cancel appointment**) on the appointment. 7. To move it, cancel it and book the new time: [Book an appointment](https://zeropos.shop/help/book-an-appointment). ### Mark a no-show, or undo one 8. Once an appointment's start time has come and the customer hasn't, tap **No-show** on it in [BACKOFFICE › Treatments › Calendar](https://app.zeropos.shop/planning/treatments), or on its row in [BACKOFFICE › Treatments › Appointments](https://app.zeropos.shop/backoffice/treatments/appointments) (under **Upcoming** until its time is over, then under **Past**). 9. The appointment stays on its day, highlighted in amber, and moves to the **No-shows** tab. 10. Marked the wrong one, or the customer turned up late? Tap **Undo no-show** in [BACKOFFICE › Treatments › Calendar](https://app.zeropos.shop/planning/treatments) or under **No-shows** in the list. It is booked again, exactly as it was, and then you can mark it **Done**. ### Choose or change who does it 11. Open the appointment's day in [BACKOFFICE › Treatments › Calendar](https://app.zeropos.shop/planning/treatments), or find it in [BACKOFFICE › Treatments › Appointments](https://app.zeropos.shop/backoffice/treatments/appointments). 12. On an appointment still **scheduled**, pick the person under **Assigned staff**, or in the **Staff** column of the list. It saves at once. 13. Pick **— Anyone —** to leave it open again. > Heads-up: **Cancel appointment** works straight away, with no question first, and a cancelled appointment can't be brought back. Book it again if you cancelled by mistake. ## What happens next - **Done** greys the appointment out in the calendar and shows it as done at the till under **Booked in today**. It charges nothing: payment is a sale at the till, [Treatments at the till: today's bookings and treatment gifts](https://zeropos.shop/help/treatments-at-the-till). - Cancelling frees the time for someone else and gives back any gift voucher that was held for the booking. - The **Booked** column says whether the customer booked **Online** or the shop booked them **In shop**. - A no-show charges nothing and refunds nothing. Like cancelling, it gives back any gift voucher held for the booking. **Undo no-show** holds that same voucher for the booking again, unless it has been used or booked for another visit since: then the visit is paid at the till like any other. - A no-show's time is free again: the calendar shows it as free time, online booking offers it, and the day's count leaves it out. - Changing who does an appointment moves nothing else: its time, its room and any gift voucher held for it stay as they were. Nobody can be given two appointments at the same time ([Treatment rooms and who does each treatment](https://zeropos.shop/help/rooms-and-staff)). ## What each status means **scheduled**: booked and still to happen. **completed**: marked **Done**. **cancelled**: cancelled by the shop, or by the customer with the link in their confirmation email. **No-show**: the customer didn't come. Only an appointment that is still **scheduled** and whose time has come can be marked. The till's **Booked in today** list and the customer's own page show it too. A no-show frees any gift voucher held for the booking, so the customer can use it another day. **Done** and **cancelled** are final: a cancelled booking is booked again from scratch, and a booking marked **Done** cannot be cancelled. ## Common questions ### Can customers cancel or change their own booking? Customers who booked online and left an email get a link in their confirmation to cancel. To change the time they cancel and book again; the old time frees up at once. ### How do we hear about new online bookings? Each one sends an alert to the shop. Choose who receives it, or switch it off, under **Online booking** in [MANAGE › Settings › Notifications](https://app.zeropos.shop/backoffice/settings/notifications). ### Can I set the shop's opening hours? Yes: open the shop in [MANAGE › Locations](https://app.zeropos.shop/backoffice/locations) and fill in **Opening hours**, day by day, with a break if you take one. The calendar, the booking page and the rota all use them. ### What does “Reminder sent” under an appointment mean? With appointment reminders on, each appointment says when its reminder went, by email or by text, or in plain words why it didn't: no phone that can be texted, the customer stopped them, and so on. Nothing shows before the first reminder is due: [Send appointment reminders by email or text](https://zeropos.shop/help/appointment-reminders). ### Why can't I see “Done”, “No-show” or the bin? They show only on appointments still **scheduled**, as does **Assigned staff**, and only for people allowed to change or cancel appointments. **No-show** also waits for the appointment's start time. Ask an owner or a manager. ## If you see this - “**No appointments here**” — What to do: Nothing matches this tab and search. Clear the search box, or try **All**. - “**This appointment has not started yet, so it cannot be a no-show.**” — What to do: Wait for its start time. If the customer has told you they aren't coming, cancel it instead. - “**That time has gone to another booking since, so this one cannot go back in the diary.**” — What to do: Someone was booked into that time after the no-show was marked. Leave it as a no-show, or move the other booking first. - “**Back in the diary as booked. Its gift voucher has been used or booked for another visit since, so this one is paid at the till.**” — What to do: The voucher went back to the customer when the no-show was marked, and has been used since. Take payment for this visit at the till as usual. - “**Ana already has another appointment at that time.**” — What to do: That person is doing another treatment then, at this shop or another. Pick someone else, or another time. - “**Ana has another appointment at that time now, so this one cannot go back in the diary.**” — What to do: The person on this appointment was given that time after the no-show was marked. Give the other appointment to someone else under **Assigned staff**, then tap **Undo no-show** again. ## Related guides - [Book an appointment](https://zeropos.shop/help/md/en/book-an-appointment.md) - [Let customers book online](https://zeropos.shop/help/md/en/online-booking.md) - [Treatment gift vouchers](https://zeropos.shop/help/md/en/treatment-vouchers.md) - [Treatments at the till: today's bookings and treatment gifts](https://zeropos.shop/help/md/en/treatments-at-the-till.md) - [Send appointment reminders by email or text](https://zeropos.shop/help/md/en/appointment-reminders.md)