"Appointment Rescheduled without our intervention our" (#2903097) / TMS-Plugins

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2
Raphaël Marlec started the conversation
October 26, 2021 at 2:10pm
Yesterday one of our clients had his appointment cancelled without our intervention or his own.
He received a first confirmation email the day before, only to receive a refusal of his appointment a few hours before the appointment time
I searched in Amelia's settings to try to have a follow-up of the notifications sent to this client but I can't find anything.

There is 2 screenshots of the emails that our clients received but it's in french

Hopefully you can help
Thanks in advance

Raphaël Marlec
[deleted] replied
October 27, 2021 at 2:17pm
Hi Raphaël,
thank you for reaching out to us!
When you configure the Customer Panel, the %appointment_cancel_url% will take the customer to the panel, so they would need to select the appointment they want to cancel in there, and cancel it. Do you have this in your notification template? If so please remove it, as often antivirus softwares and security policies will trigger it, activating the refusal.
Please try this and let me know.
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Raphaël Marlec replied
November 2, 2021 at 4:18pm
Hi Ivana,
I just checked and I don't have any %appointment_cancel_url% in my notification template
[deleted] replied
November 5, 2021 at 12:55pm
Hi Raphaël,
thank you for letting me know!
In that case, please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue.

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties.

You can write credentials here just check PRIVATE Reply so nobody can see them except us.