Collection: SMS Reminder for Shopify → Selling & bookings
This is about your customers' appointments — not your SMS Reminder subscription. (For your own plan, see Plans & billing.)
When an appointment gets cancelled
Two things can cancel an appointment:
The customer cancels — if you send SMS reminders, they can cancel from the link in their reminder, which frees the calendar time. Refunding their payment is a separate step (below).
You cancel or refund the order in Shopify — this frees the time slot automatically, so it's open for someone else to book.
Refunds are issued in Shopify
Refunds are always issued by you in your Shopify admin → Orders → [the order] → Refund, following your own cancellation policy. The app doesn't auto-refund. Cancelling or refunding the order in Shopify is also what releases the time slot.
Set expectations up front. Publish a clear cancellation and refund policy (for example, "full refund if cancelled 24+ hours ahead") so customers know the terms before they book.
Free or pay-in-person bookings
If the appointment wasn't paid online, there's nothing to refund — just cancel it to free up the slot.
If a booked time can't be honored
On the rare occasion a paid slot can't be fulfilled (for example, the time was already taken), you're alerted and the customer is sent a link to reschedule — there's no automatic refund, so handle any refund yourself through the Shopify order.
No-shows
For a customer who doesn't show, cancel or update the appointment so your calendar stays accurate. Whether to charge or refund a no-show is your call, handled through the Shopify order.
Questions about a specific booking? Contact us at [email protected].