Allow Customers to Cancel Bookings via the Storefront

This article will walk you through the process of allowing your customers to cancel their bookings via the Shopify customer accounts page and how to enable/modify the cancellation notification email. Additionally, the article will provide code that will allow you to display a cancel button in the emails that originate from the app. These steps can save you time as the customer will not need to contact you in order to cancel their booking. 

 

Allowing Customer Cancellations

1. First you need to enable customer accounts in your Shopify store. If you are not sure how to do this please see the following article from Shopify on the topic. 

https://help.shopify.com/en/manual/checkout-settings/customer-accounts

Now that you have enabled customer accounts in Shopify you will need to customize the Customer template so that your customers can access their bookings. 

2. Modify your customer template as detailed in the app by selecting Settings-> Templates. Typically the file you need to edit is located in the Templates area of your Shopify theme and is named customers/account.liquid.

 

To preview what the customer's booking page looks like you can select the link that appears in the right-hand column of the table.

So far we have enabled customer accounts and modified the customer template file so that the customer can access the booking page. The final step is to set your cancellation policy in the app. 

3. In the app navigate to Settings-> Cancellations. Select the Enable button found under Cancellations to reveal the options and enable the cancellation. 

 

4. Select Save.

 

Additional Details

Order action: This drop-down allows you to choose what happens after a customer cancels their booking. The options are to Do Nothing, or Issue Refund. 

Timing: Specify the time limit in terms of hours, days, or weeks that the customer can cancel or reschedule their booking.

Policy Page Link: In Shopify, you can create a new page where you specify your cancellation policy so that your customers are well informed prior to placing an order. You can then provide the URL of your cancellation page in the field.

Message: Create your confirmation message that will appear to your customers once a cancellation is successful.

 

Note: You can allow your customers to reschedule their bookings via email. Please see the following for details. 

 

 

Enable Cancellation Notification Email

Here are the steps to enable the cancellation notification email.

 

1. While still on the Cancellations page select the box to Enable notifications. 

 

2. Select Save.

 

Modify Cancellation Notification Email

Here are the steps to modify the cancellation notification email.

 

1. In the app, select Settings-> Notifications.

2. To adjust the email notification sent to the customer when a booking is canceled, select Customer Cancellation Notification to access the email template to adjust the desired structure:

3. To adjust the email notification sent to the store owner when a booking is canceled by a customer, select Cancelled Booking Notification instead:

Adding a Cancel Button to Emails

Here are the steps to add a cancel button within any of the emails that originate from the app. 

 

1. In the app select Settings-> Notifications.

2. Select the template you would like to modify. 

3. Add the following code within the template. You may want to experiment with the code placement to ensure the cancel button is located where you would like it. The following code includes a cancel button and a cancel link for the email platforms that do not support the cancel button. 

<form action="{{ booking.cancel_booking_url }}" method="post" style="display: inline;"> 
  <button {% unless booking.cancelable %}disabled="disabled"{% endunless %}>Cancel</button> 
</form>
If the Cancel button does not work please use this link <a href="{{ booking.cancel_booking_url }}"> Cancel</a>