Every change to a booking happens from the appointment panel — click the block on the calendar to open it.
Check a client in
The front desk lifecycle runs Booked → Checked in → In service → Done. Advance it from the appointment panel as the visit progresses. The stage shows on the calendar block and on Today, so anyone can see who has arrived without asking.
You can undo a stage if you tap ahead by mistake.
Reschedule
Drag the block
On the calendar grid, drag an appointment to a new time or a different team member's column. A confirmation appears before anything is saved.
Or use the panel
Open the appointment and choose Reschedule for a date further out than the current view, or when you want to pick from open slots rather than eyeball the grid.
Confirm
Owneli checks the new slot for clashes and for the provider's working hours before committing. A move outside working hours warns you and lets you proceed.
An Undo appears briefly after a move — one click puts it back.
Cancel
Open the appointment and choose Cancel. You'll be asked for a reason, and — depending on the booking — for two money decisions.
The deposit
If a deposit was captured when the booking was made, you decide what happens to it:
- Refund — the deposit goes back to the client
- Forfeit — you keep it, as the late-cancellation charge
- Leave it — take no action now and resolve it later
Whichever you pick, a payment record and an audit entry are written. The money is never silently kept or silently lost.
The fee
If your business has a late-cancellation fee configured, you can also charge it. It is off by default. Staff-initiated cancellations don't charge automatically — clinics usually waive a fee when they're the ones cancelling, or when a client calls in politely.
When a client cancels themselves through their own booking link, the policy is applied automatically according to your cancellation window. The manual control described here is for the front desk.
Filling the slot
After a cancellation Owneli looks at your waitlist and, if it finds a match, offers to promote someone into the freed slot. If your business has automatic waitlist offers turned on, one-tap claim links go out to matching clients without you doing anything.
No-show
Open the appointment and choose No-show. The slot is released immediately so a walk-in can take it, and the no-show is recorded against the client.
Like cancellation, charging the no-show fee is an explicit opt-in — you see the exact amount before you confirm — and a captured deposit can be refunded or forfeited against it.
What the client sees
Cancellations and reschedules trigger the matching client notification automatically, and a cancellation email discloses a fee if one was charged. You don't have to write it.
Reporting on this
- Growth → Reports → Cancellations & no-shows — no-show rate by client, service and provider
- Growth → Reports → Cancellation & no-show fees — every fee charged, with the appointment behind it