Self-Serve Cancellation Links for Rental Bookings
🧭 Overview Rentals customers can now cancel their own bookings directly through a cancellation link — no phone call or email required. This release covers the core self-service cancellation flow, an optional cancellati…
Rentals customers can now cancel their own bookings directly through a cancellation link — no phone call or email required. This release covers the core self-service cancellation flow, an optional cancellation window operators can configure, and the operator-side visibility needed to act on it, all while keeping refund and security deposit decisions firmly in the operator's hands.
🚀 What's New?✅ Self-Service Cancellation
Customers can cancel an upcoming booking directly from their confirmation link — the booking is released immediately, with no approval step required. This is available any time before the booking actually starts (once it's active or completed status, self-service cancellation is no longer offered).
✅ Cancellation Reason
An optional Cancellation Reason field lets customers share why they're cancelling in their own words. It's never required, and it's saved directly to the booking so operators have context without having to follow up.
✅ Configurable Cancellation Window
A new Set cancellation link expiry setting under Global Settings → Booking settings lets operators optionally cut off self-service cancellation some time before a booking starts — by minutes, hours, or days. Left off, customers can self-cancel any time up until the booking begins.
✅ Multi-Listing Booking Support
For bookings that bundle more than one listing, the Booking details panel lists every listing with its own dates, and cancelling applies to the whole booking together.
✅ Clearer Messaging for Expired or Already-Used Links
Opening a cancellation link that's already been used, or one that's no longer valid, now shows a clear, friendly message instead of a technical error page — so customers always know what happened and how to get help.
🧩 How to Use It- No setup is needed for the core cancellation flow itself — it's live automatically on every Rentals booking's confirmation and reminder notifications.
- Go to Rentals → Global settings → Booking settings to optionally turn on Set cancellation link expiry and choose a cutoff window. This step is optional.
- To add the cancellation link to a notification template or confirmation page, insert the {{rentalBooking.cancellation_link}} custom value wherever the link should appear.
- Cuts down on the volume of "please cancel my booking" support requests reaching the operator directly for routine, in-advance cancellations.
- Provides the self-service experience to customers for easily managing their cancellation requests, rather than asking them to email or call for something they can safely do themselves.
- Protects operators by design — security deposits and payments stay untouched and refund amounts stay a manual decision, so nothing financial happens without a person looking at it.
