Utility template
Cancelled by the business
Meta category: Utility
Utility templates confirm or update something the person already asked for: an order, a booking, an appointment, or a payment they owe on an existing invoice. A discount, a new product, or a 'while you are here' line moves the template into marketing.
You are cancelling an appointment the customer already had. Reporting that cancellation is utility, as long as you do not attach a replacement offer.
Template body
Hi {{1}}, we have to cancel your {{2}} appointment on {{3}}. Reason: {{4}}. Your slot is released. Nothing has been charged.Sample values
Submit these as the examples Meta reviews. Replace them with your own customer data only at send time.
| Variable | Sample |
|---|---|
| {{1}} | Dev |
| {{2}} | home electrical inspection |
| {{3}} | Sat 18 Oct, 10:00 am |
| {{4}} | the engineer is unwell |
Buttons
Pick a new slot
Website link
https://brightline.example/rebook/{{1}}
Sample: https://brightline.example/rebook/DEV-22
When to use it
Use this when you cancel, not when the customer does. The reason in {{4}} should be specific and true. 'Operational reasons' reads like you could not be bothered to say the engineer is sick.
If a fee was taken, do not use this body. Write a separate template that states the refund amount and the timeline. Claiming 'nothing has been charged' when a hold exists will be disputed.
Tips for getting it approved
- Keep the reason factual. Do not blame the customer.
- A rebooking link is acceptable. A coupon for the inconvenience is not, on this template.
- The sample reason should be a full phrase, not the word 'reason'.
Frequently asked questions
Should I offer a discount for the cancellation in the same message?
No. Send this utility note first. If you want to offer a credit, that is a marketing template, sent only to people who opted in to offers.
What if the whole day is cancelled, not one slot?
Still send one message per booking, with that person's time in {{3}}. A broadcast that says 'all Saturday appointments are off' does not tell anyone which visit you mean.