➤ Product: OfficeRnD Flex
➤ Who: Admins with the "Edit/Cancel Bookings" permission
➤ Where: Admin Portal, on the 
Calendar, under 
Operations > Bookings, and on the Bookings tab of a member profile or a company profile
➤ Availability: Included on Essentials, Start, Grow, and Scale
When a member no longer needs a booking, the booking still holds its time slot. Other members cannot book the resource at that time until an admin cancels or deletes the booking. In OfficeRnD Flex, a cancellation and a deletion both free the time slot for other members.
The action that you choose decides whether the cancellation policy can charge a fee. The action also determines whether the booking record stays in Flex.
In this article:
Which action keeps a record in the member’s booking history
When an admin cancellation charges the cancellation fee
Which admin role must allow cancellation of invoiced bookings
Send or skip the "Booking Canceled" email to the member
Not covered here: the upcoming bookings of a recurring booking. Cancel a recurring booking →
Prerequisites
Your admin role controls which booking actions you can do. Before you start, ensure that you have these items:
The Edit/Cancel Bookings permission on your admin role. Check which permissions your admin role has →
For an invoiced booking only: an admin with the Owner role must have Allow editing and canceling invoiced bookings selected.
How a canceled booking and a deleted booking differ
When you cancel a booking or delete a booking, the time slot becomes free for other members. The results in Flex differ for each action.
Result | Cancel | Delete |
The booking | Stays in Flex with the status Canceled | Flex removes the booking permanently. You cannot restore the booking. |
The member's booking history | Keeps a record of the booking | Keeps no record of the booking |
Applies only if you select Apply cancellation policy | Never applies |
Cancel the booking unless you want no record of it. A deleted booking cannot be restored. If you are not sure, cancel the booking.
Cancel a booking
A cancellation keeps the booking in Flex with the status "Canceled". You start the cancellation from the booking itself. You can open a booking from 3 places on the Admin Portal. Each place helps you find the booking differently.
Open the booking from one of these places:
On the
Calendar, open the booking at its time slot. Use the Calendar when you know the resource and the time.Under
Operations > Bookings, open the booking from the list. Use the filters to find the booking in a long list.On the Bookings tab of the member profile or the company profile, open the booking. Use the profile when you know who made the booking.
The Edit Booking dialog opens.
Click Cancel Booking. The Edit Booking dialog shows a cancellation summary. The booking fields lock.
Decide whether to charge the cancellation fee:
To charge the cancellation fee, select Apply cancellation policy. Flex charges the fee from the cancellation policy on the booked resource rate.
To cancel with no cancellation fee, clear Apply cancellation policy.
Apply cancellation policy charges a fee only if the resource rate has a cancellation policy.
To send the member the "Booking Canceled" email, keep Send notification selected. To cancel with no email to the member, clear Send notification.
Click Confirm Cancellation. The booking status changes to "Canceled". Other members can now book the time slot.
If Flex has not invoiced the booking fee yet, Flex removes the booking fee from the member profile or the company profile.
Note: If a member or a company paid for the booking with credits or coins, Flex returns the credits or coins when the booking is canceled. The cancellation policy determines whether Flex returns all credits or coins, or only part of them. For example, a 50% cancellation fee returns half of the credits or coins.
Decline a booking request
A booking request is a booking that waits for an admin to approve it. A booking request has the status Tentative. Decline a booking request →
Flex adds no cancellation fee to a tentative booking, even if you select Apply cancellation policy. To charge a cancellation fee for a booking request, approve the booking request first. Charge a cancellation fee for a booking request →
Cancel a booking that is already invoiced
After Flex invoices a booking, the booking money is recorded on an invoice. If you cancel that booking, you must also correct the invoice.
All fields on an invoiced booking are inactive until an admin with the Owner role selects Allow editing and canceling invoiced bookings. You cannot cancel an invoiced booking while Allow editing and canceling invoiced bookings is off.
When you select Allow editing and canceling invoiced bookings, you can cancel an invoiced booking from the 
Calendar. Flex then creates a credit note for the member or company that paid for the booking.
Important: A credit note does not move money. After you cancel an invoiced booking, you must refund the credit note or allocate the credit note to an invoice.
Flex cannot correct an invoiced recurring booking this way. Flex also cannot correct an invoiced booking that credits or coins paid in part. Cancel an invoiced booking and refund the credit note →
Cancel many bookings at once
The Edit Booking dialog cancels 1 booking at a time. To cancel many bookings at once, the OfficeRnD support team must do the cancellation for you.
If the bookings are part of 1 recurring booking, you can cancel the upcoming bookings yourself. Cancel the upcoming bookings of a recurring booking →
Send the support team a list of the bookings as a CSV file. The list tells the support team exactly which bookings to cancel.
Go to
Operations > Bookings.Use the filters to show only the bookings that you want to cancel.
Click Export to export the list as a CSV file.
Email the CSV file to [email protected]. In the email, tell the support team whether to apply the cancellation policy.
Delete a booking
A cancellation always keeps the booking in Flex. To remove the booking entirely, delete it.
Warning: Deleting a booking removes it from Flex permanently. You cannot restore a deleted booking. Flex never applies a cancellation policy to a deleted booking.
Do these steps to delete a booking:
Open the booking from the
Calendar, from Operations > Bookings, or from the Bookings tab of the member profile or the company profile. The Edit Booking dialog opens.Click Delete.
Click Confirm Delete to delete the booking permanently.
To decline a booking request, cancel it. A canceled booking request stays in the member's booking history. Decline a booking request →
Best practices
If a member cancels late for a reason that you accept, cancel the booking and clear Apply cancellation policy. The booking keeps its record. The member pays no cancellation fee.
If you must tell the member why you canceled the booking, contact the member directly. The Booking Canceled email does not include a reason for the cancellation.
FAQs
Can I restore a deleted booking?
You cannot restore a deleted booking. Delete removes the booking from Flex permanently. To keep a record of a booking, cancel the booking.
Does the cancellation policy apply when an admin cancels a booking?
The cancellation policy applies to an admin cancellation only when the admin selects Apply cancellation policy. The admin makes this choice in the cancellation summary of the Edit Booking dialog. The cancellation policy must also be attached to the resource rate of the booked resource. Attach a cancellation policy to a resource rate →
Why are all fields inactive on an invoiced booking?
All fields on an invoiced booking are inactive until an admin with the Owner role selects Allow editing and canceling invoiced bookings. Allow editing and canceling invoiced bookings is under Settings > Calendar > Calendar & Bookings. After an Owner selects it, you also need the Edit/Cancel Bookings permission.
Does the member get an email when I cancel a booking?
The member gets the Booking Canceled email only if you select Send notification when you cancel the booking. To cancel with no email, clear Send notification before you click Confirm Cancellation.
Can members cancel their own bookings?
Members can cancel their own bookings on the Member Portal. Some bookings are locked for members. For example, a member cannot cancel an invoiced booking. Show members how to change or cancel a booking →