cancellations not being received

Hi ​@Erich72382 - Thanks for reaching out!

Could you tell me which invitee notifications you’re using on your events? Sometimes users will use no-reply emails for their notifications that causes issues like this. You can review what type of notifications you can use over on this article: Calendly Invitee Notifications

I usually recommend using Calendar Invitations, as they allow for changes that the customer makes to reflect on your event as well.

Let me know if you have any questions!

Thanks for the response, David! It appears set up for calendar invitations (rather than email confirmation). For some reason, I don’t receive a number of those customer changes that you referred to. My guess is that, rather than clicking RESCHEDULE or CANCEL in the embedded invite, they’re attempting to reply to the event to let me know of a needed change. Shouldn’t those replies be getting to me?

Hi ​@Erich72382 - Thanks for getting back.

I’ve tested this on my end when using Calendar Invitations - Any replies to the ‘New Event’ email should be sending to your inbox. Do you have any of these emails in your spam or trash section? Do you have any screenshots of the emails that were trying to be sent your way? I’m not sure what else might be causing this.

Something else you could try is booking a test event from another email, and try replying to it to see if it shows up in your inbox.

Let me know if you have any questions.

It has happened again this morning, David. When I asked what the customer had done to communicate the cancellation, he responded, “I just clicked on our appointment in outlook, changed my response from Yes to Declined, and sent a note with the decline.” I didn’t receive his note, and the attached screenshot is what appeared in the Calendly invite this morning (the customer is the J).

Got it - thanks for the information here.

At this point I think this might lean more on Google’s side. To explain, when someone books through Calendly, we add that event to your Calendar automatically, however once the event is added, Google sends an invitation to the customer directly. So any additional communication via the event would be handled by Google as well. If they used the Cancel/Reschedule links within the event, you would get the response from Calendly.

I’ll have to dig through Google’s documentation to see if there is any other information I can find, but I would start here to check if any settings are incorrect: https://support.google.com/a/answer/1084817?hl=en

Last thing to clarify, are these invitees also using Google or a separate calendar type?

Much appreciated! I’ll take a look. This has been a big enough inconvenience over time that it makes me want to look for a different calendaring solution… but I like Calendly enough that I want to find a fix. I can’t help but think that I’m not the only one with this frustration, given how often it has happened.

Unfortunately, I don’t think the notification settings in Google Calendar (which are minimal) are the answer. Something is happening when people are attempting to communicate via Outlook that keeps their actions from registering with the host (i.e., me). If the only way that I’ll receive them is if they click RESCHEDULE or CANCEL in the invite, I think that’s ultimately the issue. People are trying to cancel, reschedule, and message via Outlook, and it’s not coming through. I wish it would.

Thanks for getting back, I’ll have to take a look to see if there is anything else we can do for this, especially when working between the communication between Google<>Outlook.