Cancel an appointment
Cancel a visit that won't happen, see what happens to its bill and reminders, and check it's cancelled.
Purpose
Cancel a visit when the patient or the clinic calls it off. Keel cancels the visit, clears any unpaid bill for it and stops its own reminder schedule, all in one step.
Before you start
the clinic Owner, Doctor and Front Desk roles can cancel.
to keep the visit at another time, reschedule it instead.
a visit that has been paid for can't be cancelled until the payment is refunded.
Steps
Step 1: Open the visit
Doon Appointments, select the patient's visit, then select Cancel.
You'll seeEnd this visit, with the option Cancelled.
once the visit time has passed, you'll also see Marked no-show.
Step 2: Choose Cancelled
Doselect Cancelled.
You'll seewhat will happen to the bill, such as the unpaid amount followed by voided, or nothing owed.
You'll also see reminders stop.
Soyou can see what cancelling does to the bill before you confirm.
reminders stop is about Keel's own reminder schedule. Keel doesn't send reminders to patients
yet.
Step 3: End the visit
Doselect End visit.
You'll seeAppointment cancelled., with the amount if a bill was cancelled.
Sothe visit is cancelled and its time is free for another patient.
Result
You'll seethe visit marked Cancelled, with no actions left on it.
Sothe unpaid bill for this visit is cancelled. Keel doesn't message the patient about the cancellation, so
tell them yourself.
If it doesn't work
- If you see: No Cancel on the visitThe consultation has started or ended, or the visit is already closed. Or your role can't cancel.
- If you see: This visit cannot be ended yet and This visit has already been paid forRefund the payment first. Nothing has changed on the visit. Select Back to visit.
- If you see: This visit has already moved onSomeone changed it while you had it open. Refresh to see where it stands.
- If you see: Could not cancel. Try again.Refresh the visit and check its status before you try again
- Working: Cancelled on the visitDone
Limits
a cancelled visit can't be reopened. Book a new one if the patient comes back.
when an agent tells a patient a visit is cancelled, check that Keel shows it as Cancelled.
The agent's message alone doesn't change the visit.
cancellations an agent can't make itself, such as a paid visit, wait in Inbox under
Handed over, marked Cancel the visit. Cancel the visit here first, then mark it done there.
Checked against the Keel product source and in the live product on 2026-10-10. No step on this page was observed. Opening a visit, Cancel, the End this visit panel and its outcomes were not exercised.