Let customers move or cancel their own appointment

1. Open Setup → Settings → Company and find Customer self-service.
2. Turn on Let customers move their own appointment and, if you want, Let customers send a cancellation request.
3. Set the Approval cutoff (hours before the appointment). It starts at 12; set 0 to let customers move any appointment themselves.

Customers see the options when they sign in to their customer portal ("Need to change this?" and "Need to cancel?"); they aren't on the public tracking link. Once the technician has tapped Start Driving, both are closed and the page asks the customer to call the office.

• A move outside the cutoff is applied on the spot. The job changes time, the technician is told, and the request is listed as Done by customer.
• A move inside the cutoff becomes a request for the office.
• A cancellation is always a request. The customer is told their appointment stays booked until you confirm.

Requests collect in Operations → Change Requests (the menu shows how many need a decision). Filter by Needs a decision, All, Approved, Declined or Self-serve, then choose Approve new time, Approve cancellation or Decline, with a note to the customer ("What should we tell them?").