Overview
Introduction
A Booking can be cancelled in the following statuses:
On Hold
Dispatched
Partially Dispatched
The Booking will then transition to the status ‘Cancelled’. See the article Statusmodel of Bookings for more information about statuses and transitions.
Only Dashboard Users with the Admin role have the permission to cancel bookings; Organization Managers cannot do this.
Impact of Cancellations
On hold Bookings
The Booking and all its stops will be cancelled. Since a Booking with "On Hold" status hasn't been dispatched into a Tour yet, cancelling it has no impact on running operations.
Dispatched and Partially Dispatched Bookings
When a dispatched or partially dispatched Booking is cancelled, the outcome for its tour depends on two factors: the tour's composition (whether it consists of one or multiple bookings) and the status of its stops (whether a driver has already arrived at, completed, or failed any stops). Generally, any uncompleted dispatched stops will either be undispatched or failed, depending on their current status.
Let’s go through some examples to outline some of the different scenarios. We’ll consider a booking with stops A and B, which are dispatched into a single tour.
Admin cancels before driver arrives at one of the stops
Admin cancels before driver arrives at one of the stops
The dispatched stops get removed from the tour
The tour is empty and
cancelledThe original booking stops are
cancelledThe original booking is
cancelled
Admin cancels after a driver arrived at a stop
Admin cancels after a driver arrived at a stop
The arrived tour stop A will be marked as failed
We detach the tour stop A from the booking stop A
The tour stop B is removed from the tour
The tour is completed and in
paidstatusThe original booking is
cancelled
Admin cancels after a driver completed or failed a stop
Admin cancels after a driver completed or failed a stop
Assuming the driver already completed the tour stop A and is now approaching the tour stop B
The already completed tour stop A remains
doneand on the tourThe corresponding booking stop A remains
doneThe second, approaching stop B is removed from the tour and is
cancelledon the bookingThe tour is completed and in
paidstatusThe original booking is
cancelled
When the driver fails stop A the behaviour is the same except that of course the stop will now be in failed status both on the tour and booking, instead of done
How to cancel a Booking
From the Bookings page
To cancel a booking from the Bookings page, simply select it by checking the checkbox in either list or map view. Then click the Cancel button in the actions menu bar.
Confirm the action in the popover. If the feature is enabled, you might have to select a cancellation reason before confirming.
From the Bookings details page
Navigate to the booking details page and click the Cancel button located in the bottom right corner of the screen.
Confirm the action in the popover. If the feature is enabled, you might have to select a cancellation reason before confirming.
Cancellation Reasons
This feature has to be enabled by our support team and is only available for admins.
When the cancellation reasons feature is enabled you have to select a cancellation reason from the dropdown in the popover before confirming the cancellation. Optionally you can use the notes field to leave a comment up to 500 characters, to provide more details.
