We have two employees with the same events set up. On one person’s account, the cancel and reschedule links appear as expected in the event info on Google Calendar, and clicking on them on their calendar allows our admins to cancel or reschedule the event on behalf of a client who has called in. On the other person’s it does not appear. Instead, we get a link that says “Note: Should you need to cancel or reschedule the event, we recommend you use the cancel and reschedule features from your Calendly Scheduled” with a link that prompts clients to log into Calendly.
How do we resolve this? As admin, I’ve looked everywhere for a way to fix this, but as far as I can see, the settings for both employee’s Calendly events are identical, so why does it work for one and not the other?
No option to cancel or reschedule is appearing
Hi
Heres the first thing to check, we’ll want to make sure the option is enabled under their notification settings here:
- Go to the Scheduling page and locate your event type.
- Open the
three dots menu and select Edit.
- At the bottom of the editor, select More options.
- Open the Notifications and workflows section.
- Under Basic notifications, select the
three dots next to Calendar invitation/Email confirmation, then choose Edit.
- Scroll to the bottom to find the Cancellation policy section.
- Check the box labeled Include cancel and reschedule links in email invitations and reminders.
If this option is already enabled, try disabling it, save the event, then enable the event. After that, book a test event to see if the information comes through.
If this still doesn’t work, have them create a brand new event, and test a booking to see if the links come through correctly. Basically we want to see if this is an issue with all of their events, or just this one.
Let me know how this goes!
Hi - I tried that yesterday, but we aren’t even seeing a Calendar invitation option under her notifications. See image.
Hi
Once you select edit, you’ll have the option to change the notification type (Email Or Calendar Invitation), then you can check the Cancel & Reschedule link setting here:
I do not have that option. We did try deselecting and reselecting the “Include cancel and reschedule links in email invitations...” box at the bottom. It was already selected, though.
Got it - Is this event a Group Event? If it is, these are limited to only Email Confirmation to help prevent exposing invitee information.
Since you selected/deselected, did you book a test event? Did it populate with the links correctly?
If it continues to be an issue, I’d recommend reaching out to our Support Team next, as they can take a closer look as to what might be going on with the account. You can either chat in with them through your account, or email support@calendly.com
Let me know if you have any questions!
Thank you for your help. Unfortunately, we weren’t able to resolve it, so I will open a support ticket.
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