This article will walk through the process of canceling a booking and how to properly tag the cancel reason.
Unfortunately, there will be times when a job needs to be canceled. This can be due to the client, the caregiver, the inability to fill a job, or for admin purposes. We'll walk through all of these scenarios and how to document them in the system.
Cancelation Reasons
In the system, there are 4 types of cancel reasons. Make sure you select the right option for your scenario and cancel the job before it is scheduled to start. In the event a job was already confirmed, if the job is not canceled before the start time the client may be charged for the job.
Client Cancel
In this scenario, the client no longer needs the job they requested. If you have the build package or higher, you can determine if the client's cancelation should be charged the cancelation fee at the time you cancel the job for them. Clients can also cancel their job through the app and will automatically be marked as Client Cancel and the cancelation fee will be automatically applied, depending on your cancelation policy.
Caregiver Cancel
In this scenario, the caregiver who was originally assigned to the job can no longer do the job. You have the ability to reopen and/or reassign the job, but in the event you are unable to get it refilled, you will want to mark that it was due to a Caregiver Cancel. Additionally, while the system will send a cancelation notice to the client, you will still want to call and notify them of the situation.
Unable to Fill
In this scenario, the agency will need to cancel the job because there are not any caregivers available/qualified for the job. You will want to notify the client of this situation and then properly cancel it in the system.
Admin
In this scenario, you may need to cancel a job for administrative purposes, but plan on creating a new one in its place. For data purposes, you won't want it to be counted in your 'Unable to Fill' jobs so you'll want to make sure you select the Admin reason.
Canceling the Job in the Admin System
From the booking details screen of a pending or confirmed job, go to Actions and select Cancel Job. The next screen will allow you to select the reason for the cancel, whether or not the client should be charged the cancelation fee (if applicable), and add a note to send the client (optional). Then you can tap Save and the cancelation notices will be sent the client and caregiver.
View this video to see the process in action: