Case 304 · Appointments: the shop cancelled her booking
A complete appointments case: the shop cancelled her booking because the professional got sick — the business cancels, but the care is also the business's. A sample walkthrough, generated from Atenty's case registry.
The policy that ruled this case: Lumen's policy: if the shop cancels, the customer rebooks with priority (first slots of the week) and her deposit stays intact.
Friday · 6:30 PM
Atenty gives notice BEFORE the customer asks
The cancellation comes from the business: proactive notice is not courtesy, it's half the product.
AtentyValeria, this is Atenty from Lumen. Your case is number 304: tomorrow your professional can't see you, she's sick, I'm sorry
your deposit stays intact and you get priority: first slot Monday 10 AM or Tuesday 5:30 PM. which suits you best?
Tuesday 5:30, thanks for letting me know!
Tuesday · 4:45 PM
The reminder beforehand
The rebooking is confirmed ahead, never taken for granted.
Atentyhi Valeria! today 5:30 PM your appointment is all confirmed 🛡
Tuesday · 6:50 PM
The service is done — confirmation
The case was born from a cancellation; it closes on her real experience.
Atentyhow did everything go today?
Tuesday · 7:05 PM
She confirms — and the case closes
The cancelled customer ends up recommending the shop: that's the job.
everything perfect, thank you so much for how you handled it
Atentycase 304 closed with your confirmation ✓ 🛡
🛡 Case 304 · Closed with the customer’s confirmation ✓
The lesson of case 304
Cancelling well is a service: notice before she asks, deposit intact, real priority. The shop had the problem; the trust stayed intact.