When a client cancels or reschedules on their own, you're usually left guessing why. Goldie now asks them for a reason at that moment and shows you what they said alongside the appointment — so you can start spotting patterns instead of guessing.
This applies to clients using their Appointment Management Link, the link included in their confirmation messages and reminders.
What your client sees
Before the cancellation or reschedule goes through, your client is asked why. Nothing is changed until they submit, so the prompt is the last step rather than an extra one after the fact.
Giving a reason is optional. Your client can leave the box empty and still go ahead — in that case no reason is stored, and you'll simply see the action on its own.
Cancelling
When your client taps Cancel, the Cancel appointment prompt appears, headed "Please tell us why you're canceling this appointment." The box is labeled "Type your reason (optional)," and they finish by tapping SUBMIT AND CANCEL.
Rescheduling
When your client picks a new time and confirms it, the Reschedule appointment prompt appears in the same way, headed "Please tell us why you're rescheduling this appointment." They finish with SUBMIT AND RESCHEDULE.
A reason can be up to 1,000 characters long. If your client reaches that limit, they'll see a "Character limit reached" message.
Where you'll see the reason
Open the appointment and look below the online-booking details. You'll find a history of what your client has done with that booking, in order, oldest first.
It opens with Booked online by {client}, showing their name and the date and time they booked. Every later action they take through their management link is added underneath as its own entry, stamped with the date and time it happened:
Rescheduled by {client}
Canceled by {client}
Where your client gave a reason, it appears directly beneath that entry as Reason: followed by exactly what they typed.
New entries appear as they happen, and the history reads the same on iOS, Android, and the web app.
The history starts fresh with this release. Appointments canceled or rescheduled before it won't show past reasons, so expect the section to fill in over time.
Reasons in your emails
You don't have to open the app to see why. The reason is included in the emails Goldie already sends when a client changes an appointment.
For a cancellation, both the assigned staff member and the account owner or admins get a Reason: line in the Appointment canceled email.
For an automatically accepted reschedule, the reason is included in the Appointment rescheduled email alongside the old and new date and time, again to both the assignee and admins.
If your client didn't give a reason, no Reason: line appears at all.
If you approve bookings manually
When you review reschedule requests yourself rather than accepting them automatically, the client's reason appears under the appointment details on the screen where you accept or decline—so you have context before you decide.
Your cancellation and rescheduling policy still applies as it always has. If a client is outside the window you allow, they won't be able to cancel or reschedule online in the first place. See How do I set when clients can book or cancel an appointment?
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