How do I cancel a job?

A job can be cancelled while it is Booked, Allocated or Failed, and a delivered job once it is on an invoice. It becomes Cancelled and the timeline records who cancelled it, why, who caused it and the charge.

Our side (full refund) is for cancellations caused by you: driver, vehicle, capacity or your mistake. The customer pays nothing and the job is never invoiced. Customer (cancellation charge) is for cancellations by the customer: only the cancellation charge is invoiced, as a line "Cancellation charge – <con note>" with the same GST or sales tax as other lines, and the rest of the job price is not charged.

The charge comes from your rule in Settings, Invoices (or the customer's own rule on the customer). You can lower it or enter 0 to waive it, but never above the job price. Before you confirm, the window shows the Job price, the Cancellation charge and the Refund / credit to the customer.

When the job is already invoiced: a draft invoice is changed (the job line becomes the cancellation charge, or the job leaves the draft). A sent or paid invoice is never changed; a credit note is made instead (see "What is a credit note?").

Customers can also ask to cancel in the portal before pickup (Request cancellation). The job page then shows their request: press Approve and cancel (a customer cancellation with their reason; check the charge) or Decline with a message to the customer.

The customer's accounts email is told straight away: the con note, who cancelled it ("Cancelled by <your company>" or "Cancelled at your request"), the cancellation charge and any credit note with a View credit note link. The receiver gets a short "Delivery cancelled" email, and the tracking page says who cancelled it. Your reason is never sent. Switch these emails off in Settings, Notifications, row Cancelled.