You can create Cancellation Reasons to be selected when a reservation is cancelled by your business, and or when a customer cancels a reservation from the customer side of the app. Cancellation reasons can also be created specifically for when reservation requests are rejected by your business. 

Before You Begin

Only those in the Admin user group can set up cancellation reasons and manage associated settings.

If no cancellation reason was selected for a reservation, no email text will appear in the automated email that a customer receives.

Set Up Cancellation Reasons

1. Navigate to Left-hand Navigation: Admin » Cancellation Reasons.
   
   
2. Click the Add Reservation Cancellation Reason button.
   
   
   

3. Name the cancellation reason.
   
   

4. Email Text: Enter the message that you want to appear in the automated cancellation or rejection email that is sent to the customer. When you edit your email template, you will add the {cancellation_reason} variable wherever you want the text to appear.
   
   

5. Status: This controls whether the cancellation reason is available for use. Select yes/on to make available.
   
   

6. Employees Only: If set to yes/on only employees will be able to select this reason. Customers will not be able to see from the Customer Portal. (If set to no/off customers will be able to see it and select it.)
   
   

7. Waitlist cancellation: This setting indicates that this reason will be used when a reservation on the waitlist is automatically removed by the system due to the reservation date passing.

   Important:  Only one cancellation reason should have this set to yes/on. If more than one cancellation reason has this setting toggled on, the cancellation reason won't appear on the list when a reservation is manually cancelled on the business side or customer portal side.
   
   

8. Click Save.

Related Resources

• Change Cancellation Reason How-To
• Waitlist Automatic Cancellation Reference
• Cancellations Reports Topic Outline