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Guides

Handle an appointment reschedule request

Reschedule requests are routine, but a slow or rigid reply can lose the booking. A short reply with two or three concrete options usually settles it in one message.

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Confirm you have the request

Name the booking and the time they want to move, so they know you have the right one.

Check your notice rules

Look at your reschedule window. Inside it, move the booking; outside it, explain the fee or limit kindly and offer what you can.

Offer two or three slots

Give concrete times rather than asking when they are free. Fewer messages, faster answer.

Say what changes

Be plain about price, deposit or location changes so nothing surprises them later.

Confirm in writing

Send the new date and time in one line, and mention any reminder they will get.

Watch repeat movers

If one customer moves bookings often, add a gentle reminder of your policy at the next confirmation.

Questions

Should we charge for a late reschedule?

Only if your policy says so and you told them at booking. Waive it once for a good reason.

How many options should we offer?

Two or three. More feels like work, one feels like a demand.

What if we have no free slots?

Say so, offer the waitlist and the earliest opening, and ask which they prefer.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.