Cancel / no-show / complete

A booking enters at CONFIRMED and can move to one of three terminal states.

CANCELLED

The slot was freed up before the start time.

• Triggers:
  • Operator clicks “Cancel” in the dashboard
  • Customer taps the self-service cancel link from the confirmation email / page
  • Customer cancels via WhatsApp through the cancel_booking_picker flow block
• Effects:
  • Google Calendar event DELETED (slot is free again)
  • Status flipped to CANCELLED, cancelledAt + cancelledReason stamped
  • booking_cancelled event fires → drips stop, reminder flows abort

NO_SHOW

The start time passed but the customer didn’t show up.

• Triggers:
  • Operator clicks “Mark no-show” in the dashboard
  • Planned: auto-flip via a cron after T+grace_period if status is still CONFIRMED
• Effects:
  • Status flipped to NO_SHOW
  • Google event STAYS (it’s a historical record of “this person was supposed to come and didn’t”)
  • booking_no_show event fires → re-engagement flows / drips can target

COMPLETED

The service was performed.

• Triggers:
  • Operator clicks “Mark completed”
  • Planned: auto-flip after T+duration if not flipped to no-show
• Effects:
  • Status flipped to COMPLETED
  • Used in reports (revenue, hours utilised, etc.)

Idempotency

BookingService.cancel is idempotent — re-cancelling an already-cancelled booking returns the same shape with no side-effects. Useful when the same cancel link is clicked twice or the WhatsApp button is tapped repeatedly.

markNoShow / markCompleted reject transitions FROM a terminal state (you can’t “un-cancel” a booking; create a new one if the customer wants to rebook).