Time slots updating incorrectly when customers reschedule.

Copper Contributor

I am testing the reschedule option because some other Booking Page admins have reported that appointments are not retaining duration and buffer time when customers reschedule their appointment. I documented the steps taken below. At this time, my only workaround is to uncheck "allow customers to manage their appointment", but that feature does not seem to remove the "reschedule" button from the customer email, which isn't helpful. 


Below is my adventure in managing one single booking appointment. What I've found is that rescheduled meetings are moving the Buffer time and shortening the meetings unexpectedly. 


Test Service details: 1 hour duration +15 minute buffer before meeting "let customers manage appointments" and "send a meeting invite to the customer" are Unchecked:







New booking created by customer. 8/17 11:45am:

  • Staff Outlook calendar: 11:30-12:45 (correct)
  • Staff Booking calendar: 11:45-12:45 (correct)
  • Customer received confirmation email and .ics for 11:45-12:45 (correct)

Customer clicks "reschedule" from email (shouldn't be available)

  • Selects 3:15 time slot
  • Confirmation page and email reflect 3:30 time slot (wrong)
  • Customer and staff receive a Meeting Update email showing 3:30 - 4:15 (meeting shortened and buffer disappeared or moved)
  • Staff Outlook calendar did not update at all (still shows 11:45-12:45)
  • Staff Bookings calendar shows 3:30 - 4:15

Staff edits meeting from Booking calendar:

  • Buffer time is not enabled, toggled that on and select 15 minutes before meeting
  • Changed meeting time to 3:30 - 4:30 and clicked Update Booking"
  • Booking calendar and staff confirmation email are now correctly showing the appointment from 3:30 - 4:30
  • Staff Outlook calendar shows buffer time again: 3:15 - 4:30
  • Customer received updated meeting notification showing 3:30 - 4:30.

Conclusion: meetings cannot be managed by the customer.

4 Replies

@JBFreya Can you please DM me the Bookings page URL?


Do you see this as a recent issue, it was working fine before? Do you recall from when you started seeing this issue?




Hi Babu, thanks for your response. I will send you a DM with my test Booking page URL used for testing the scenarios in my original post.
The issue was first noticed around 8/9/2023. Rescheduling was not an issue prior to this.

This began happening to us today as well. @Bernhard Straub