Cancel or reschedule a job
By the end of this article you will know how to move a job, how to call one off, and which of the two your customer hears about automatically.
Reschedule
Two ways, same result:
- From the job page. Open the job under Work → Jobs, change the Appointment to the new date and time, and click Save.
- From the calendar. Drag the job’s block to the new time (and, in Technician View, onto another technician’s lane if the crew changes too). The job is saved on the drop — see Use the calendar.
Either way the job keeps its status, its lines and its crew, and the reminders your customer gets are re-armed for the new time — the ones set for the old time simply do not fire. Your customer is not sent a separate “your appointment moved” message; if the change was not their idea, tell them.
A move that gives a technician a booking conflict or overtime is handled exactly as on a new job: a warning, or a refusal, depending on your Overtime policy under Settings → Company. On the calendar a refused move snaps the block back.
Move a job while it is Scheduled, Confirmed or In Progress. A Completed or Cancelled job can still be opened and saved — the office sometimes corrects a line before invoicing — but its status does not change and no reminders are sent for it.
Cancel
- Open the job and click Cancel Job at the top right. The button is there while the job is Scheduled, Confirmed or In Progress.
- The Cancel Job dialog names the customer and the appointment, and asks for a Cancellation Reason. It is required and is kept in the job’s history with your name and the time.
- Click Cancel Job to confirm, or Keep Job to back out.
The job becomes Cancelled: it stays on the list and the calendar (a red block), its invoice actions disappear, and nothing more can be done to it — a cancellation cannot be undone. Book a new job if the customer comes back.
No message is sent to the customer when you cancel. Reminders that were queued for the appointment will not fire, but nobody tells the customer the job is off — that call or email is yours to make.
Good to know
- The lead technician can also cancel from the mobile app; a cancellation from the phone carries no reason, so the history shows who and when but not why.
- Cancelling deletes nothing: the job’s photos, labor and notes stay on its page. A cancelled job cannot take a deposit or be invoiced.
- To move a job by more than a few days, editing the Appointment on the job page is quicker than paging through the calendar.