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Cancel or Reschedule a Booking
Cancel or Reschedule a Booking

How do cancel a booking? How do reschedule with a participant?

Justin L avatar
Written by Justin L
Updated over 3 years ago

Life gets busy! Sometimes you need to reschedule or cancel a booking -- we're here to help.

Note: Change to an existing calendar will not have any impact upon existing bookings.

Cancel a Booking

You can cancel a Respondent who is scheduled to attend by following these steps:

  1. Go to the project's Bookings tab

  2. Locate the Participant you want to cancel

  3. Click the settings icon to the right of the Participant's booking

  4. Click Cancel

  5. Provide a reason for canceling

  6. Click Submit

Once a participant is Cancelled you won't have the option to re-invite them. If you want to them to simply reschedule, then you can Cancel & Re-invite (see the section below).

Note: If you do not cancel any scheduled Respondents within 4 hours of the study, the researcher is liable to pay respondent incentives & service fees in full. See our full cancellation policy.

How to cancel the booking and re-invite the participant

  1. Go to the project's Bookings tab

  2. Locate the participant you want to re-invite

  3. Click the settings icon to the right of the participant's booking

  4. Click Cancel & Re-invite

  5. Provide a reason for rescheduling

  6. Click Submit

Note: This will move the participant's status back to Invited and they will have to pick a new time on the calendar.

How to allow a Participant to Reschedule

If you don't necessarily need to cancel, but want to allow the participant to reschedule their booking, you can do this through the booking tab as well.

  1. Go to the project's Bookings tab

  2. Locate the participant you want to reschedule (note that if you have multiple calendars, you can select the calendar you need via the dropdown menu)

  3. Click the settings icon to the right of the participant's booking

  4. Select the Enable Reschedule

  5. (optional) Message the participant if you want to prompt them to reschedule.

Pro Tip: Allowing a participant will make them less likely to cancel their time with you. If you don't allow them to reschedule, then they may end up cancelling their booking all together.

FAQ

I asked a participant to reschedule, but they haven't -- can I make them reschedule?

No, if the participant hasn't rescheduled by the time you need them to, we recommend you invite another participant. You can also choose to cancel the original invitation.
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The only button I see is 'Cancel', NOT "Cancel and Re-invite"

The ability to re-schedule participants is removed if you are trying to reschedule them within 4 hours of the study taking place. If you can not attend the session, please cancel the interview. In this instance, the researcher is liable to pay respondent incentives & service fees in full. See our full cancellation policy here.

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