Plans change: a listing goes under contract, a child gets sick, the weather turns. How you handle changes protects your income and your reputation. This guide covers preventing problems, handling each situation calmly, and the RebookMedia tools for each step.
In this guide: prevent problems, reschedules, cancellations, no-shows, when you have to cancel, and refunds.
1. Prevent problems before they happen
- Take a deposit on bookings. Clients who have paid something are far less likely to cancel last minute (see Create and manage your services).
- Have a clear policy that clients accept when they book (see Write your terms and cancellation policy).
- Send calendar invites by leaving "Send visit updates to the client" ticked, so the appointment is in your client's calendar.
- Remind clients two days before, with the time, address and how to prepare (see Prepare your client for a shoot).
- Set a Calendar Off-Set so clients can't book at the last minute when you can't prepare.
2. Reschedules
A reschedule keeps the job, so make it easy:
- Open the project, go to the Visits tab and click Reschedule Visit.
- Pick the new date and time (check the day schedule for clashes) and save.
- Your client gets a "Booking Rescheduled" email and an updated calendar invite automatically.
If your policy limits reschedules or charges a fee for late changes, say so kindly when you confirm the new time. See Schedule and manage visits.
3. Cancellations
- Check your Cancellation Policy and how much notice the client gave.
- Reply quickly and kindly, and offer a new date if they may want one later.
- Cancel the visit on the Visits tab. Your client gets a "Booking Cancelled" email, and the event is removed from calendars.
- If a refund is due, refund the deposit or payment (see Refunds below).
- Set the project status to cancelled if the job won't go ahead.
Tip: a friendly reply to a cancellation often brings the client back later, and protects your reviews.
4. No-shows
- Wait 15 minutes and try to reach the client by message and phone.
- Note what happened in a message, so you have a record.
- Follow your policy: usually the deposit is kept, and a new booking needs a new deposit.
- If there was a genuine emergency, consider offering one free reschedule; goodwill is often worth more than the fee.
5. When you have to cancel
- Tell the client as early as possible, apologize and explain briefly.
- Offer new dates right away, or a full refund.
- If you have a team, see if another team member can take the job: reschedule the visit and choose them as the professional.
- Use Meet Local Pros to find a trusted pro nearby to cover you (see Meet local pros and add your skills).
6. Refunds
Refund deposits and payments made through Stripe from the project's Invoices tab or the Payments page, in full or in part. Your client gets a refund email, and the money goes back to their card in 5 to 10 business days. See Send invoices and get paid.
Still stuck? Book a free 30-minute call with our support team and we will walk through it with you.