How it works
Once a booking is created, Intellibook checks it each day. If the booking meets all of the following conditions, it will be automatically cancelled once the auto-cancellation period has passed:
The booking has a charge amount greater than zero
No payments have been received against the booking
The booking status is still "Booking Request" (the default status for new bookings) and it has not been manually set to "Confirmed".
The warning email (3 days before cancellation)
Three days before a booking is due to be auto-cancelled, Intellibook sends an internal notification email to your enquiry email address. This email lists all bookings approaching their cancellation deadline, giving your team a window to review them and take action if needed.
On the day cancellations are processed, a second email summarises all bookings that were cancelled in that run.
Note: These notification emails are sent to your staff only - your customers do not receive any automated email as a result of auto-cancellation.
Preventing a booking from being auto-cancelled
If you want to keep a booking active despite no payment being received, simply change its status to Confirmed before the deadline. Confirmed bookings are excluded from the auto-cancellation process entirely.
You can do this from the booking detail page by updating the booking status.
What happens when a booking is auto-cancelled
The booking status is set to Cancelled
Any inventory held for the booking is released
A record is added to the booking's audit trail noting that it was auto-cancelled
No email is sent to the customer - you may wish to follow up with them separately if appropriate
Configuring auto-cancellation
Go to Settings → Organisation → Bookings to adjust:
Setting | Description |
Auto-Cancellation Days | The number of days after a booking is created before it is auto-cancelled if unpaid. Default is 21 days. Can be set between 3 and 120 days. |
Send internal email notification | Whether your team receives the warning and cancellation summary emails. Enabled by default. |
Zero-dollar bookings and already-confirmed bookings are never affected
Auto-cancellation only applies to bookings with a charge. Bookings for free events or where financials are managed by another system, as well as any booking already marked as Confirmed, are excluded by this process.