Reschedules, cancellations and manage links
Every booking comes with a secure private link where the customer can reschedule, cancel, follow the job and answer a quote, with no account.
Last updated 2 September 2026
Every confirmation and reminder email carries a secure manage link. Customers use it to reschedule or cancel, follow the job, and answer a quote, with no login.
What the customer can do
- Reschedule to another available day or window.
- Cancel the booking. Cancelling never charges anything new; a deposit paid online is refunded under your cancellation policy.
- Follow the job through its stages on the live tracker.
- Review & approve a quote that is waiting on them.
- Remove a saved card. If your shop keeps a card on file for extra work, the customer sees it under Card on file on this page and can Remove card themselves.
The link is tied to one booking and is hard to guess. A customer can manage their own booking without an account, and cannot see anyone else's.
How much they can change is up to you
- Under Shop profile → Changing a booking, set how close to the day a booking can still be moved, and how many times
- Anything the customer cannot do themselves sends them to you, with a message saying so
- Once the bike is in the workshop, self-serve reschedule and cancel come off the page and it asks them to call
- See booking controls
When a customer reschedules or cancels
- Changes show in your admin immediately
- With Google Calendar connected, a cancellation removes the matching calendar event
- You can reschedule or cancel from your side too; the customer is emailed either way
What a cancellation does with money
- Cancelling is never blocked and never charges a fee
- Your cancellation policy only governs money you already took online: the page refunds the deposit in full or in part to the original payment method (it can take a few days to appear), or says plainly that no refund is due
- If a refund cannot be processed automatically, the customer is told the shop will arrange it, and you are alerted
The page, card by card
- The JOB reference under the headline, with a copy button. See job reference codes.
- For we-come-to-you visits, the mechanic's latest arrival update: On the way, Running late or Arrived, with an ETA when shared.
- The live repair tracker, below.
- A quote card whenever a quote is waiting, approved or declined, with a Review & approve button through to the quote page.
- Photos from the workshop: the photos your team has put on the booking.
- The booking summary and where to find you. When the bike is ready, your address becomes the headline.
With a deposit at booking, the booking sits as pending until the deposit is paid, and the page says so. The slot is held for 30 minutes so the customer can finish paying from the link in their email.
The live repair tracker
- For drop-offs, the manage page is a status tracker with four steps in the customer's words: Booked in, In the workshop, Ready for pickup and Picked up
- Waiting on parts and waiting on your approval show as a line under In the workshop; when parts are on order, the expected date shows
- Renaming stages for your team changes none of this
- The customer gets a notice the moment the bike is ready
A note typed into the stage control when a job moves (the box labelled "Note for this stage change") appears on the customer's tracker, and in the workshop stage email if those are on. Internal notes elsewhere on the job card never show. Assume anything typed at a stage change will be read by the bike's owner.