Visit Cancellation

1. Introduction

This process enables you to mark a visit as cancelled while simultaneously triggering an action that prompts the end customer to select a new date and time for rescheduling.

2. Initial Configuration

Before processing a cancellation, you must ensure that communication channels are active so the customer receives the rescheduling link.

1. Access the Cancellation Settings: Click the visit cancellation option.

2. Enable Outgoing Messages: Ensure both outgoing communication types are turned on:

   • Outgoing emails

   • Outgoing SMS

3. Set the Subject (Emails and SMS): Mention the specific subject you want the customer to see.

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3. Feature Explanations and Benefits

This feature streamlines communication and logistics when a delivery attempt fails due to customer unavailability.

Feature	Description
ETA Link	A link containing the estimated time of arrival (ETA) is automatically created and sent once the delivery completes.
Email Subject Editing	You can enter and customize the email subject so customers immediately know the purpose of the message.
Message Body Editing	You can freely edit the message that will be sent to your customers, allowing for personalized language and important details
Personalization Tags ($)	Entering the dollar symbol ($) reveals options that you can insert and edit directly into the body of the email, saving you time.
Preview Window	Before saving, you can see the preview of the exact message that will be sent, ensuring it looks professional and accurate.
Live Location Tracking	The link allows the customer to track the live location of the delivery (or deliverer).
Outgoing Email	Option to enable sending the ETA link via email.
Outgoing SMS	Option to enable sending the ETA link via text message.

💡 Tip: The body of the email automatically includes the reason for cancellation and the rescheduling date information.

Insert Personalized Information (Optional) To include dynamic information (like a customer's name or specific appointment details), enter the dollar symbol ($). This will show options you can use to edit the body of the email.

💡 Tip: Using personalization tags makes the message feel more direct and professional.

Managing Rescheduled Appointments

After a visit is canceled, the deliverer must pull the appointment back into the schedule once a new date is selected.

Finding the Data

1. Access Fulfillment: Go to the fulfillment tab.

2. View Canceled List: Click on to be rescheduled.

3. Review Data: You can see the rescheduled data here.

Adding the Appointment Back to the Schedule

1. Access Deliverer Tools: The deliverer should click on my deliveries.

2. Select Appointments: Click on add appointments to reschedule.

3. List and Add: List the data here and click add.

Expected Outcome: The rescheduled visits will be added successfully to the next simulation/optimization.

5. Productivity Tips

• Always Enable Both: For maximum customer reach, ensure you enable the outgoing emails and the outgoing SMS when setting up the cancellation. This feature is available across multiple channels, ensuring customers can access it even if one method is missed.

• Use the Preview Feature: Before clicking save, always utilize the feature to see the preview of the email. This confirms the cancellation reason and rescheduling link are displayed correctly, preventing communication errors.

• Track Rescheduled Items: Regularly check the fulfillment tab under to be rescheduled. This ensures no canceled visits are missed and keeps your logistics workflow current.