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Handling cancellations
Web and mobile3 min readUpdated
You set the notice window and the late fee. A person charges the card on file or waives the fee, and the app never charges on its own. Owners and managers hear when a visit is canceled.
When a visit is not going to happen, three things can follow. You can charge a late fee, waive it, or cancel and leave the fee waiting for someone to charge later. Owners and managers hear about the cancel.
The late fee and the cancellation controls need Starter or above. They are not on Free. The late fee stays off until you turn it on. The message to the office starts on.
The notice window and the late fee
Open Settings, then Late cancellation fee. The switch is Charge a late cancellation fee. It stays off until you turn it on. Each location can set its own answer. Leave a location blank and it follows the company.
The starting numbers are 24 hours and 50.00, which is $50.00 when you bill in US dollars. Change Notice window (hours) and Fee to whatever you actually charge. The window can be from 1 hour to 336 hours.
The fee applies when the cancel has less notice than that window. Cancel with exactly that much notice, or more, and no fee applies. The visit's own invoice is voided either way. If you charge the fee, it is a separate invoice labeled Late cancellation fee.
Charge it, or waive it
A person always chooses. The app never charges the fee on its own, on the web or on the phone.
When the fee applies, the cancel box offers three choices:
- Charge the amount to the card on file.
- Waive the fee.
- Cancel and leave the fee waiting.
Someone who can take payments charges it or waives it. Owners, managers, and estimators can cancel the visit and leave the fee waiting. Read-only users cannot cancel.
If the customer has no card on file, use Cancel and send a payment link. The link goes by email, and by text when texting is set up and the customer agreed to texts.
A charge that does not go through leaves the visit canceled and the fee waiting, so you can try Charge again. If the fee was recorded in a currency your company no longer bills in, waive it or send a new invoice. The app will not charge that one.
The phone has the same choices: charge the card, waive the fee, or cancel and leave the fee waiting. With no card, cancel and send a payment link. An estimator can cancel without charging, and the fee stays waiting.
The customer gets their own email. The subject starts with "Your cleaning visit was canceled." The note says they canceled it, that your company canceled it, or that the visit was canceled, matching Who initiated the cancellation? (Customer, Our company, or Unknown or not sure). The fee amount is in that email only when you charged it in the same step. A charge you make later sends its own receipt. A text goes out too when text reminders are on, texting is set up, and the customer can receive texts. That customer note goes out even when no fee applies. It is separate from the office alert below.
Tell the office
Open Settings, then When a visit is canceled. Tell me when a visit is canceled starts on.
Owners and managers get an email and a bell notice titled Visit canceled (or Visits canceled when several go at once). On Pro and Business, the same switch also sends a text when texting is set up. The cleaner assigned to the visit is not on that list. The customer is not told again from this switch, and nothing from it is filed on their conversation.
When a person cancels, the notice names them. When the system cancels a visit, it does not name a person.