Resolve bookings during Time off

When disabling a roster time slot, you’ll have several options to manage bookings already scheduled for that day. Follow this guide to handle your bookings smoothly and minimise any unnecessary impact on the customer.

Keep Booking
If you can still complete the scheduled booking but are disabling the roster to prevent additional online bookings for that day, select the "Keep Booking" option.

Reschedule
If the customer agrees, you can reschedule the booking to a different day. Make sure to confirm the new date and time with the customer before proceeding with any changes.

Reassignment
If the customer requires the service on the same day you are unavailable, you can flag the booking for reassignment via your roster.

Once a booking is flagged for reassignment, the booking will appear as a "NEW Booking Opportunity" for all available contractors in that suburb. This process ensures no disruption or cancellation notifications are sent to the customer.

If there are no contractors available, or no one accepts the booking, the support team will manage the booking and liaise with the customer once the pickup date is within 48 hours.

Cancel the Booking

Cancel a booking only if the customer confirms they no longer require the service and do not wish to have it reassigned or rescheduled to a new date. Ensure the decision to cancel is made by the customer unless there are emergency or extenuating circumstances that cannot be avoided.

If you are unsure or would like advice on how best to manage the situation with the customer, please check with the support team before cancelling the booking.

Please note that frequent cancellations by a contractor may result in the suspension of online bookings and suburb availability.