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:
Go to the project's Bookings tab
Locate the Participant you want to cancel
Click the settings icon to the right of the Participant's booking
Click Cancel
Provide a reason for canceling
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
Go to the project's Bookings tab
Locate the participant you want to re-invite
Click the settings icon to the right of the participant's booking
Click Cancel & Re-invite
Provide a reason for rescheduling
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.
Go to the project's Bookings tab
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)
Click the settings icon to the right of the participant's booking
Select the Enable Reschedule
(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.
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.
How to reach Respondent Support:
1. Start a chat with our Support Team directly from the chat support "bubble" in the bottom right hand corner of your screen (when logged into the Respondent platform). From there, our AI auto-help agent will immediately begin assisting you!
2. Our Support queues are monitored by real humans Monday through Friday, from 11:30 AM Eastern US until 7:30 PM Eastern US, excluding US federal holidays. Please allow more time for our assistance on Monday's and following US federal holidays, as we will be working to get caught up across all pending requests. There is no need to duplicate your outreach or send multiple follow ups, we will be with you as soon as we can!
3. In the event our AI auto-help agent is unable to resolve your issue, or answer your question, simply ask to speak to a human or select the "Talk to a Human" option at anytime and your thread will be escalated for a team member to review.
4. In the event the chat service is down or otherwise unresponsive, please email support@respondent.io as a backup option to reach our team. In order to keep queues organized and our follow up as efficient as possible, please only reach out via one method (either in-app Support Chat or email). Thank you!
We look forward to helping you! Thanks for being the best part of Respondent!