How To Cancel A Booking Using Cancellation Reasons

How To Cancel A Booking Using Cancellation Reasons

What are Cancellation Reasons

You can cancel a scheduled booking from a number of areas of the system, including: 
  1. Client Profile Calendar 
  2. Staff Profile Calendar 
  3. Scheduling Area 
  4. Service Review Board 
  5. Mobile App - For Coordinators or Administrators
The process of cancelling a booking is similar across these different areas but there may be a few variations in how you access the Booking Details to access the Booking Status / Cancel the Booking.

When cancelling a booking you need to select a cancellation reason. The cancellation reason that you select can drive default organisation behaviours when it comes to how that booking will be billed or paid as such it is important to select the most relevant reason for the cancellation. More specifically the cancellation reason will determine if the booking will 
  1. Bill the client for the time or not
  2. Pay the worker for the time or not 
  3. Auto approve the booking for billing and payroll or require additional manual review before processing

Cancelling from the Scheduling Area

To cancel a booking, click on the [ i ]  icon on the bottom right of every booking card to display the booking details.



A button on the upper-right dialogue will appear where you can change the status of the booking:




You can change the current status of the booking to cancelled by clicking on the current status of the booking shown as Published - Accepted above. When selected a set of status options will appear including: 

  • Published Accepted - If the booking was already allocated, and the staff member acknowledged it.
  • Published (Awaiting Acceptance) - The booking has been assigned, but the staff member has not accepted it.
  • Unscheduled - If the service booking was created, it has not been designated to a specific support worker.
  • Cancelled - The service booking is cancelled.




To cancel the booking select Cancelled. On selection an additional modal dialogue box will open for you to select the cancellation reason. When cancelling a Service Booking, you should select the most appropriate Cancellation Reason as it will determine how the booking should be handled in terms of billing. There is a drop-down selection where you can tick the cancellation reason:


Some of the common cancellation reasons are listed below however your organisation can configure these in the settings area so they may vary: 


  • Client Last Minute Cancellation - If the Client has a scheduled booking, but it was cancelled by the last minute because of unforeseen events 
  • Client No Show - The client did not show up for the expected service 
  • Not Accepted Before Shift - The support worker did not accept the booking before the shift. 
  • Scheduled Incorrectly - There is a conflict with the schedule of the staff or the client. 
  • Staff No Show - Staff did not show up for the scheduled booking service 
  • Not Indicated - This will appear in the Service Review section if there's no reason indicated during the cancellation of the booking

After choosing the cancellation reason, click on "Yes" to proceed with the cancellation. However it is VITAL to note that just as other changes in the scheduling area are not confirmed until you hit PUBLISH this booking will also not be cancelled until you process and publish the schedule changes you have made. 




Cancelling a Booking From the Calendar, or Service Review 

From all other areas of the system to cancel the booking you simply click on the booking to open the Booking Details modal dialogue box. At the top of the modal you are able to see the status icon shown below as the green box stating 'Published - Accepted' 




Click on the current status box to select the new status of cancelled. On selection of the status of cancelled an additional drop down box will appear so that you can select the cancellation reason. Simply select the reason and save the booking as normal.



What Happens when the Booking is Cancelled

When a booking is cancelled there are a few things to expect
  1. If the booking is assigned to someone, and the change to the booking is within 24 hours then the person assigned will receive a notification if your organisation has turned this notification on 
  2. If the booking is assigned to someone, it will remain assigned to them but they will see on the mobile application that it is cancelled, it displays with a very clear big cancelled stamp on the booking so they know it is definitely cancelled 
  3. On the service review board you will see the booking as red, and a cancellation reason showing on the board. You can also filter according to the booking status to all cancelled bookings. 
  4. If you select to not bill or pay the booking will be excluded from the associated exports 


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