Custom Message When Canceling and Confirming a Visit
in progress
Adam Smith
When canceling a visit and confirming, you can now add a custom message to the cancellation confirmation email sent to the client.
This applies when using the
Cancel
action and choosing to confirm the cancellation at the same time.What Changed
Previously, adding a personal note required two steps:
- Cancel the visit.
- Use the Confirmaction separately.
With this update, you can now do everything in one step:
- Cancel the visit
- Confirm the cancellation
- Add a custom message for the client
The client will receive the cancellation confirmation email with your custom message included.
This makes it easier to explain cancellation details, respond clearly to a client request, or include a personal note without needing to cancel and confirm separately.
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Tanya Foslien
Hi Adam, do we know when this In Progress status will be rolled out? It’s not giving us the ability to leave a note just yet when processing a cancellation. Thanks!
Adam Smith
updated the status to
in progress
Now available in PPC Labs.
Adam Smith
Merged in a post:
Ability to leave client note on a cancelation.
Jessyca Nagorski
If a client requests a cancellation, I would love to be able to respond with a note, like you can for confirmations and I believe unavailable notices.
Adam Smith
updated the status to
planned
J
Jenn Smith
Adding a drop down of sorts for management for cancellation reasons would be amazing. This will help with reports for cancellation reasons. Examples: sickness, inclement weather, within policy, out of policy, etc.
Dana Mulkey
Jenn Smith YES!! this way it would be easy to run a report to see why there were so many cancellations withe for the client or just the yaer or month in review
Adam Smith
This is already possible. Use the "Confirm" button when they request cancellation and it will send them a "Cancellation Confirmation" email with your confirm note.
Jessyca Nagorski
Adam Smith If you confirm when they’ve requested the cancellation, it sends a regular confirmation email. If you cancel, there’s a check box to send the cancellation message immediately, which will not include a written message. So the only way to do it is to cancel the visit, making sure you
don’t
send the confirmation automatically, then go back in and send a confirmation for the cancelled visit. And none of that is obvious, it took a bit of trial and error to figure out what you meant.S
Suzanne Joyce
Adam Smith I agree with Jessica.. I would like to have a notes section when I cancel a visit. The way it is now I can select payment options and email immediately, but there is no info to show me what is in the confirmation and I can't add anything. So I make sure that is unchecked before I cancel the service, then go back to the cancelled service and select confirm to create a personal note to the client. 2 steps when it could only be one.
H
Hillary Rich
Jessyca Nagorski can you give me an example or two of what kind of personal messages you would send to a client when they request a cancellation? I just confirm the cancellation and send the notification immediately. The notification email states which visits have been canceled. What else is there to say? Now I’m starting to wonder if there are other things I could/should be doing. School me! 😹
Jessyca Nagorski
Hillary Rich Sure! Today I had a client cancel because they were home sick, I sent them a feel better soon message. Client cancelled last week for the next two weeks because her dog is struggling with her new medication, I sent her a message about pausing her recurring schedule and revisiting in August. Client cancelled a vacation because she fell down her porch stairs, I messaged to ask if she needed midday visits while she was injured. Stuff like that. Not every cancellation needs a message, but it comes up pretty frequently.
H
Hillary Rich
Jessyca ahh, ok. I get it. I typically do all that kind of stuff via text, but I see what you’re getting at with being able to send those messages with the cancellation confirmations.