Reschedule or Don't reschedule

Decide what happens to a cancelled or missed visit: book it again in a new slot, or record that no new visit will be booked.

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What it is#

When a visit is cancelled or missed, you decide whether it is made up. Reschedule books the visit again in a new slot. Don't reschedule records that no new visit will be booked, and can tell the customer so. Until you decide, the visit waits on Waiting to be scheduled.

When to use it#

Use Reschedule when the customer should still get the visit, for example after rain or a breakdown. Use Don't reschedule when the visit is simply lost, for example when the customer asked to skip it, or their next regular visit is close enough.

How to do it#

  1. Open Waiting to be scheduled from the dashboard card or the To do card on the diary.
  2. Under Visits to be rescheduled, find the visit. A cancellation with nothing decided yet shows Reschedule and Don't reschedule. Press Reschedule to put it on the list to be booked.
  3. For a visit on the list, check the Suggested slot. It names the team member and day, and says if it uses flex or needs one other visit to move.
  4. Press Book the suggested slot to book it there.
  5. To pick a different day, press Choose another slot. Choose how many Days ahead to look, or use Jump to for a date, and pick a slot under Slots that fit. A slot under Slots that would run over can still be booked, and the day is then marked overloaded.
  6. If the slot needs another visit to move, the sheet shows Slots that fit if one visit moves and says who moves where. You confirm it; nothing moves by itself.
  7. To close the visit instead, press Don't reschedule. Tick Email the customer that we cannot rearrange this visit if you want them told, then confirm.

What your customer sees#

When a visit is rebooked, the customer gets an email saying the cancelled visit has been rearranged and is now booked for the morning or the afternoon of the new date. It never gives a clock time.

If you chose Don't reschedule with the email ticked, they get an email saying the visit cannot be rearranged. With the tick off, they get nothing.

If another customer's visit moves to make room, that customer is emailed only when their day changes or their visit moves by more than two hours.

What happens next#

A rebooked visit goes into the diary in its new slot. On Missed visits and cancellations its status becomes Rescheduled, with the new date. A visit you chose not to reschedule becomes Not rescheduled and leaves Waiting to be scheduled.

If the team member's day is today or tomorrow, they get a change email for the added visit.

Good to know#

  • A new booking replaces the cancelled visit only. The customer's regular visits are untouched.
  • If the cancelled visit was charged, pressing Reschedule asks first, because the customer would pay twice. Remove charge and reschedule clears the charge and puts the visit on the list.
  • If the customer was told you would rearrange the visit, unticking the email on Don't reschedule means telling them yourself.
  • When no slot fits, the suggested slot says No day fits without an override. Use Choose another slot to look further ahead or book a slot that runs over.
  • You can also press Reschedule on a row of Missed visits and cancellations to put a visit back on the list.
  • It works the same in automatic mode and self mode. In self mode a visit that was not placed before its due window ended arrives here as missed.

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