Appointment reminder was sent even though the appointment was canceled?

[aquatherapups]

We have been using Square for booking appointments for 2 full months now and an issue that keeps happening unfortunately is,  clients are getting reminders for appointments that they have either canceled or we are closed for a holiday thus we have canceled all the scheduled appointments.  This has caused a LOT of confusion and frustrations on both the client's side and the business side.

[Helen]

Hello @aquatherapups - that certainly sounds strange. I went ahead escalate this to our Appointments team for you. They'll email you to gather more information about this - they'll need an example of an appointment that you canceled, the name of the client and how they received the reminder (text or email). A member of the team will email you as soon as they can, thanks for your patience in the meantime.

[jmpaletta]

This reply was created from merging an existing thread:  Appointment reminder for a cancelled appointments

I have a client that has a reaccuring appointment every 2 weeks with me. I knew I was going to be out of town for his next one so I notified the client and cancelled the appointment. My client still got a reminder text for the appointment. Has anyone ever had this happen? 

[Helen]

@jmpaletta I'm sorry to keep you waiting for a reply here. Our Appointments Specialist will need to take a look at this specific appointment/client to see what happened. I see that they've already replied to your email and they'll help you to understand why that reminder was sent - and make sure it doesn't happen again!