Cancellation “request” by clients, There should be an option to change it to a hard cancel
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Mitchell Z-Gerry
Currently when clients want to cancel a walk they have to “request” to cancel, and we have to approve the cancellation. This leads to unnecessary additional admin. If a client wants to cancel a walk it isn’t really a request, they are saying that they don’t need the service that day, and therefore we are not approved to come into their home. We have a firm 48hr cancellation policy, if a client chooses to cancel a walk with less than 48hrs notice then it should cancel the walk, and automatically apply our 48hr cancellation policy. If we feel like the cancellation is for extenuating circumstances then we can apply a credit to their account or discount an upcoming walk. If they want to cancel with more than 48hrs notice we don’t need to approve that, we just need to receive an email notifying us that the walk was cancelled so that we can adjust the schedule if necessary. Cancellations made by a customer are not requests, they are notifications.
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Suzanne Joyce
I would not like this if it becomes the default. Fine to have it if someone wants to set it to hard cancel, but I prefer the default to be the way it is. Our service is primarily pack adventures and our clients are on membership. It is good for us to have to acknowledge the cancellation request. Then we know which walkers have room for additions in their pack, which client needs to have a day added to the make up list (If absence is for illness or injury), whether we charge the adm fee and pay the walker (last minute cancellations) and a few other things. We also give a heads up to the walker if their individual walk pup is cancelled, so we like to keep on top of the info. Having to acknowledge the cancellation serves those purposes.