When more than one reminder or confirmation rule is created for the same appointment, Ocean ensures that the settings work together in a consistent and predictable way.
What if one rule allows cancellation and another does not?
If any rule restricts cancellation, such as setting a cancellation window, patients will be prevented from cancelling once that window has passed. If at least one rule includes a cancellation cutoff, that restriction is enforced. A rule without a cancellation setting does not override or expand the patient’s ability to cancel.
Why might a patient not be able to cancel even if they previously received a reminder that allowed cancellation?
If a later reminder uses stricter rules (for example, confirmation-only or no cancellation allowed), the stricter settings will apply for the appointment as a whole. This prevents cancellations after your clinic’s intended cutoff.