Un-cancel & Appointment Recovery
Complete guide to recovering cancelled appointments, archiving, and permanently deleting appointment data.
Un-cancel an Appointment
Made a mistake or did the customer change their mind? Petboost makes it easy to rebook cancelled appointments with all the original details pre-filled.
What "Un-cancel" Does
When you un-cancel an appointment, Petboost:
Opens the appointment creation form
Pre-fills all details from the cancelled appointment:
Customer and pet information
Services and add-ons
Team member assignment
Resource assignment
Date and time
Notes and attachments
Lets you adjust any details before saving
Creates a new appointment (the original cancelled record remains)
How to Un-cancel
Navigate to the cancelled appointment (via calendar, Mission Control, or customer profile)
Open the appointment detail panel
Click "Un-cancel Appointment" button
Review the pre-filled form:
Verify date and time work
Check team member availability
Adjust services if needed
Click Save to create the new appointment
When to Use Un-cancel
Scenario | Use Un-cancel? |
Customer changed their mind | ✅ Yes |
Cancellation was made in error | ✅ Yes |
Rebooking same customer/pet/service | ✅ Yes |
Booking same customer but different date | ✅ Yes (adjust dates) |
Completely new booking | ❌ Use regular booking |
Important Notes
Creates a new appointment - The original cancelled appointment remains in your records for audit purposes
Check availability - The original time slot may no longer be available
Notifications - Standard booking confirmations will be sent to the customer
Recurring series - Un-cancelling one instance of a recurring appointment creates a standalone appointment, not a new series
Archive vs Cancel vs Delete
Petboost provides three ways to remove appointments from your active schedule:
Cancel
Changes status to "Cancelled" and notifies customer
Aspect | Detail |
What happens | Status changes, customer notified, appears in cancelled view |
When to use | Customer cancels, no-show, service can't be delivered |
Reversible? | Yes - use Un-cancel to rebook |
Refund option | Yes - can process refund during cancellation |
Calendar impact | Removed from active calendar, visible in cancelled filter |
How to cancel:
Open appointment
Click Cancel
Select cancellation reason
Choose notification options
Process refund if applicable
Confirm
Archive
Removes from calendar views but retains all data
Aspect | Detail |
What happens | Hidden from calendar, data fully retained |
When to use | Clean up old completed appointments, reduce clutter |
Reversible? | Yes - can unarchive |
Customer notification | None |
Calendar impact | Completely hidden from calendar views |
How to archive:
Open appointment
Click More Actions menu (⋮)
Select Archive
Confirm
How to unarchive:
Search for the appointment using global search
Open the archived appointment
Click More Actions menu (⋮)
Select Unarchive
Hard Delete (Permanent)
Permanently removes appointment from the system
Aspect | Detail |
What happens | Data completely removed, cannot be recovered |
When to use | GDPR requests, test data cleanup, duplicate removal |
Reversible? | ❌ No - permanent |
Requirements | Appointment must be in deletion-safe status |
Calendar impact | Completely removed |
Deletion-safe statuses:
Pending
Confirmed
Declined
Cancelled
Invoice Amount Void
Cannot delete appointments that:
Have completed payments (Paid status)
Are in progress
Have active payment holds
How to hard delete:
Open appointment
Click More Actions menu (⋮)
Select Permanently Delete
Read the warning carefully
Type confirmation if required
Click Delete Permanently
⚠️ Warning: Hard delete cannot be undone. For record-keeping purposes, consider Archive instead.
Comparison Table
Action | Data Retained | Customer Notified | Reversible | Best For |
Cancel | ✅ Yes | ✅ Yes | ✅ Un-cancel | Normal cancellations |
Archive | ✅ Yes | ❌ No | ✅ Unarchive | Calendar cleanup |
Hard Delete | ❌ No | ❌ No | ❌ No | GDPR, test data |
Recovering Appointments
Finding Cancelled Appointments
Calendar filter: Toggle "Show Cancelled" in calendar settings
Mission Control: Filter by Cancelled status
Customer profile: Open the Appointments tab and select All. Cancelled bookings are included. If one is still missing, open Filter By and set Cancelled to Show.
Finding Archived Appointments
Global search: Search by customer name, pet name, or date
Customer profile: Archived appointments may appear in full history
Audit Trail
All cancellation, archive, and delete actions are logged in the appointment's Activity Log:
Who performed the action
When it was performed
Reason (for cancellations)
Original status before action
Customer data deletion
For a customer who asks you to remove their account:
Open the customer profile
Select Manage Owner > Archive or Delete Account
Choose Delete only when you need the record gone. Archive if you may need the history
There is no Settings > Customer > Hard Delete path. See Hard Delete a Pet Owner.
Common Questions
Can I un-cancel multiple appointments at once?
Un-cancel works one appointment at a time. Dates you skipped with Skip these dates come back the same way: un-cancel each cancelled appointment. Ending a series with End series (all future) cannot be undone. Create a new series if they should start again. See Pause or cancel a recurring series.
Does un-cancel restore package credits?
No. Un-cancel creates a new appointment. If package credits were forfeited during cancellation, you'll need to manually adjust the package balance.
Can I archive a recurring series?
You can archive individual instances. To archive the entire series, cancel the series first, then archive each cancelled instance.
What happens to invoices when I hard delete?
Hard delete removes all appointment data including invoice records. For financial record-keeping, consider Archive instead of Hard Delete for paid appointments.
Related Articles
Managing Appointments - Complete appointment lifecycle
Appointment Statuses - Status reference
Payment Processing - Refunds and voids
FAQ - Common questions
Need help? Contact support via the Help button or email [email protected]