How a cancelled visit affects a client's points
Points are earned only when a visit is completed. If a completed visit is later changed to cancelled or no-show, the points from that booking are removed.
1 min read · Updated August 28, 2026
In short
- A booking that is cancelled or marked no-show before completion earns no visit or spending points.
- Changing a completed booking to cancelled or no-show removes the visit and spending points earned from that booking.
- A reward ticket already unlocked by reaching a milestone remains in the client's rewards.
- A reward ticket reserved on a booking is released if that booking is cancelled or marked no-show before completion.
| Booking added | No points are added yet. |
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| Visit completed | Eligible visit and spending points are added. |
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| Completed visit changed to cancelled or no-show | That booking's visit and spending points are removed. |
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| Points | Unlocked reward ticket |
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- Added on completion
- Removed if the visit is no longer completed
| - Issued when a milestone is reached
- Kept after a later points removal
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- Use the booking's true status: complete it only after the visit takes place. Completion is what adds eligible points.
- If a completed booking was marked by mistake, change it to the correct non-completed status.
- Open the client's rewards details to check the updated points balance and any unlocked tickets.
| A cancelled visit did not add points. | No change is needed. Only completed visits earn points. |
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| The client's points fell, but their milestone reward is still there. | This is expected. Once a milestone ticket is unlocked, a later booking correction does not remove it. |
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