For agencies📋 Scheduling & Dispatch

Cancel an assignment and track cancellations

Cancel a job with the customer contact recorded, let the system decide if it's billable under your cancellation policy, and look every cancellation up later in the Cancelled tab.

When a customer calls off a job, you cancel it from the dispatch board. The system records who asked for the cancellation and when, automatically checks your cancellation policy to decide whether it's billable, and keeps the job findable in a dedicated Cancelled tab.

Watch the walkthrough

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Step by step

  1. 1On the dispatch board, click the job's chip to open its detail popup and click "Cancel Assignment."
  2. 2Enter who on the customer's side requested the cancellation (for example "Front desk" or a staff member's name), this is required.
  3. 3Read the billing banner: inside the cancellation window the job is billable (the customer is billed and the interpreter paid for the scheduled time, or the minimum billing time if that's more); outside the window it's not billed.
  4. 4For a billable cancellation you can tick "Waive billing" on the spot to skip both the charge and the payout.
  5. 5Confirm, for a recurring job, choose this occurrence only, this and all future, or all upcoming in the series; each occurrence is assessed against its own start time.
  6. 6To look a cancellation up later, open the Cancelled tab on the calendar's view toggle, filter by cancellation date or search by customer, and use "View full history" for the complete change log.
  7. 7Cancelled by mistake? Open the cancelled job's detail popup and click "Un-cancel Assignment". It reopens as Unfilled, ready to re-assign. The button shows only while the job's end time hasn't passed.
  8. 8Once a late cancellation has been approved on Billing, it stays on the board as a cancelled job, and Un-cancel is no longer offered, because its charge and pay are already settled.
  9. 9Clearing out the Cancelled tab: a job nobody outside your office heard about (no interpreter was offered or assigned it, the customer was never sent a receipt or confirmation, and the cancellation wasn't billable) shows a "Delete" button, which removes it for good. Every other job shows "Hide" instead, which moves it to the tab's "Hidden" section. There you can filter by date or customer and click "Unhide" to bring it back.

Tips

  • Jobs can be cancelled any time until they're invoiced, even after the start time or after closeout review.
  • The billable check uses the customer's cancellation window AND each assigned interpreter's window (each falling back to your agency default), so the stricter policy wins.
  • A billable cancellation made on the day of the job (in the job's time zone) still gets a closeout, so the interpreter can add the travel, mileage and expenses they already had. They are billed and paid like a no-show. A late cancellation made on an earlier day needs no closeout and bills the scheduled time only.
  • Changed your mind about billing after cancelling? Each job on the Cancelled tab shows "Billing: billable late cancellation" or "Billing: not billed". Click "Change billing", then "Yes, make it billable" or "Yes, don't bill it". A job made billable goes to Billing, Pending Review, to approve like any other job. Changing it needs Billing access at the Manage level.
  • To pay the interpreter without charging the customer, make the cancellation billable, open it on the Billing page, click "Override amounts", and set the customer service to $0 with a note.
  • Every cancellation records who cancelled it, when, the customer-side contact, and the billing decision, all visible in the Cancelled tab and the job's Change History.
  • A cancelled job stays on the dispatch board on the row of the interpreter who held it: red for a billable cancellation, grey for one that is not billable. Neither one counts as the interpreter being busy, so the time is free to fill again. On the interpreter's own schedule, only a billable cancellation stays (in red with a Cancelled tag), because they are still paid for it.
  • You cannot drag anyone onto a cancelled job. Un-cancel it first, then reassign.
  • You can also cancel from the job's Edit form (set Status to Cancelled), the same required customer-contact field applies there.
  • Editing a cancelled job never changes who was on it. The Edit form greys out the interpreter section and says "This job is cancelled, so who was on it can't be changed here." The job stays on that interpreter's row, and a billable cancellation still pays them. To change interpreters, set Status back to Pending (this un-cancels it).
  • Ending a class mid-term? Use "this and all future" rather than cancelling the whole series. Work already delivered, closed out, audited, or invoiced is never touched by a series cancel, and the toast tells you what was kept, for example "Cancelled 8 upcoming, kept 20 already delivered".
  • Cancelling a series notifies each assigned interpreter once, naming how many dates it covers, rather than sending them one message per cancelled date.
  • If you cancel a series while looking at an occurrence that has already ended, that occurrence stays live. Cancel it on its own instead.

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