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.

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 or the whole 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.

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.
  • Changed your mind after cancelling? Billable cancellations sit in Billing → Pending Review, where the "Waive cancellation policy" checkbox works until the invoice is built.
  • 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.
  • You can also cancel from the job's Edit form (set Status to Cancelled), the same required customer-contact field applies there.

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