WhatsApp cancellation option is presented even when cancellation is disabled

Bug Reports
1

If WhatsApp reminders are selected in SimplyBook the user is presented with the option to cancel even when cancellation is disabled. The language is the WhatsApp exchange is highly confusing to some users and does not clearly state that the cancellation has not been successful. The exchange is:

Click to cancel (even though cancellation has been deselected in options)

User clicks

Are you sure you want to cancel?

User clicks Yes to confirm

Additional information is required to cancel this booking. Please visit website to cancel the booking. Please follow this link to proceed (link to SimplyBook booking site). (Even though cancellation is deselected in options and request further information is also deselected in SB options).

This does not clearly enough state “cancellation not possible”.

The only option suggested is to not use WhatsApp confirmations.

3

Notice periods are also ignored. This is a major issue and an extremely poor flow of communication, poor user direction and poor use of language.

4

Dear Bill,

Thank you for your response. I understand your disappointment. However, our team has already provided an explanation via Live Support.

Unfortunately, due to WhatsApp’s technical limitations, this behavior cannot be changed from our side.

We apologize for the inconvenience and appreciate your understanding.

5

We do not see the evidence to support the statement you made ie “When making the integration, the devs had to follow Meta’s strict instructions and guidelines on notification templates - these templates cannot be changed to maintain the integration”.

Please identify the specific Meta template and the specific Meta rule which requires the cancellation option to be displayed when cancellation is disabled in SimplyBook.

This is the critical wording: “Additional information is required to cancel this booking. Please visit the website to cancel the booking.”

That makes two explicit representations:

  1. The booking can be cancelled.
  2. Visiting “the website” is the way to complete that cancellation.

In my configuration in SimplyBook, neither is true. Cancellation is disabled. The link therefore sends the client to a destination where the stated action cannot be completed.

The problem is stronger than merely displaying an unwanted “Cancel” button, which is presented at the wrong time and should not be presented all. The WhatsApp message positively tells the client that cancellation is available and gives instructions for completing it.

“Additional information is required” makes matters worse. It implies that the cancellation process has already started and only needs further information. A reasonable client may therefore believe that following the link, or even initiating the WhatsApp cancellation process, is sufficient notice of cancellation.

That creates issue my clients have complained about: namely a client thinks they have cancelled, does not contact me and then disputes a missed-appointment charge. There is also a loss of income from the time the semi-cancelled appointment occupied.