Cancellation fee when a patient cancels online: When a patient cancels within the fee period, the system will not charge them automatically. If you open the appointment details, you'll see a prompt to apply the cancellation fee from there. The decision to charge is always left to the practice, a patient may have had an emergency or personal circumstance that you'd choose to waive, so we never process this automatically.
If they wrote, "I'm in the ER with my daughter", you would be able to see this and decide on what to do. If they wrote, "I forgot", you likely might just charge them and you're prompted to do this when you click on the appointment.
Editing the cancellation email: The cancellation notification email isn't modifiable, you can always modify Appointment confirmation or Reminders here you can include wording on cancellation policies and more.
Do you have the "staff notification" enabled to get notified right away when the patient cancels within 24hrs? I do get a text when this happens and then I can click on the link to decide what to do. You can go here to make sure you have this set to "on"
