Workflow Template
Job cancellation / rescheduling Workflow
Handles customer-submitted requests to reschedule or cancel a booked job: acknowledges the request, routes to the office for rescheduling or cancellation handling (including fee assessment and confirmation), and keeps the customer informed at each stage.
A customer wants to change or cancel a booked job, so instead of a scramble of calls and emails, they fill in a simple form with their booking reference and preferred new dates. From there, the workflow logs the request, keeps the customer updated by email and text at every stage, and routes the work to the office for rescheduling or to accounts for fee handling and payment confirmation. The team always knows what's outstanding and where each request stands, without digging through inboxes.
Business Outcomes
- Faster acknowledgement of customer reschedule and cancellation requests
- Fewer missed follow-ups thanks to built-in status tracking on every request
- Clearer handoffs between office and accounts for fee assessment and payment confirmation
- More consistent customer communication at each stage of the request
- Easier visibility into how many requests are pending, rescheduled or cancelled
Workflow Steps
Steps
- 1Create Change Request Recordcreate record
Registers the submitted change request as a record.
- 2Set Status: New Requestupdate record
Sets the change status to New Request.
- 3Email Acknowledgementsend email
Emails the customer confirming receipt of their change request with their reference number.
- 4Route on Request Type
Routes the workflow based on whether the customer requested a reschedule or cancellation.
request_type: "Reschedule"→Office: Arrange Reschedulerequest_type: "Cancel"→Office: Assess Cancellation FeeDefault→End - 5Office: Arrange Reschedulecreate task
Office records the new booking date, arrival window, and assigned technician for the reschedule.
- 6Save Reschedule Detailsupdate record
Persists the new booking date, arrival window and technician to the record and sets status to Rescheduled.
- 7Email Reschedule Confirmationsend email
Emails the customer with the new booking date and arrival window.
- 8SMS Reschedule Confirmationsend sms
Texts the customer a short confirmation of the new date and arrival window.
- 9Office: Assess Cancellation Feecreate task
Office determines whether a cancellation fee applies under the booking terms and records the fee amount if so.
- 10Save Fee Decisionupdate record
Persists the cancellation fee decision and amount to the record.
- 11Route on Fee Decision
Routes the workflow based on whether a cancellation fee applies.
cancellation_fee_decision: "No fee"→Set Status: Cancelled (No Fee)cancellation_fee_decision: "Fee applies"→Set Status: Cancelled - Fee DueDefault→End - 12Set Status: Cancelled (No Fee)update record
Sets the change status to Cancelled when no fee applies.
- 13Email Cancellation (No Fee)send email
Emails the customer confirming the booking is cancelled with no fee.
- 14Set Status: Cancelled - Fee Dueupdate record
Sets the change status to Cancelled - Fee Due when a cancellation fee applies.
- 15Email Cancellation with Feesend email
Emails the customer confirming cancellation, the fee amount due, and how to pay.
- 16Accounts: Confirm Fee Receivedcreate task
Accounts confirms whether the cancellation fee has been received, recording the amount and date.
- 17Save Fee Received Detailsupdate record
Persists the fee received amount and date to the record and finalises the status as Cancelled.
Fields
- Name*
- Email*
- Mobile*
- Booking Reference*
- Booked Date*
- Request*
- +11 more fields
Forms
Job Change Request
9 fields
Data Views
Job Change Requests
customer_name, booking_reference, booked_date, request_type +3 more
Dashboard Widgets
Recommended integrations
Setup the following integrations to extend workflow capability.
Send SMS in the workflow
Twilio
AWS SNSSend email in the workflow
AWS SES
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FAQs
Do I need any technical skills to set this workflow up?
No. The workflow is a ready-to-use template, so your workspace can publish it and start taking requests within minutes. There's no installation or development project involved, and if you later want to tweak a step, you can describe the change in plain English or edit it directly in the workflow editor.
Can my team customise the fee assessment step?
Yes. The fee assessment step is a task the office completes, recording whether a cancellation fee applies and the amount, and you can adjust how that step is worded or structured using the workflow editor. Since earlier versions are kept, you can experiment with changes without losing the original setup.
Who is actually involved in handling a request?
Office team members handle rescheduling details and cancellation fee assessment, while accounts confirms whether a cancellation fee has been received. These are assigned as tasks to workspace members, and the workflow waits at each of these points until the task is completed.
What happens if a customer requests something other than a reschedule or cancellation?
The workflow routes requests based on whether the customer selected Reschedule or Cancel on the request form. If neither applies, it follows the 'otherwise' path, so you can decide how that scenario should be handled within the workflow editor.
Is this suitable for businesses that charge cancellation fees?
Yes, fee handling is built into the flow. The office records whether a fee applies and the amount, the customer is emailed with the fee details and payment instructions, and accounts later confirms the amount and date received, all saved on the record's timeline.
Do customers need to create an account to submit a request?
No. Customers submit their request through a public form and receive follow-up communications by email and SMS, without ever needing to log in or set up an account.
Can my team track the status of every request in one place?
Yes. Each request becomes a record with a reference number, a status such as New Request, Rescheduled, or Cancelled, and a timeline showing what's happened. Table views and dashboards let you see records grouped by status at a glance.
What information gets saved to the customer's record versus staying with a task?
Anything entered on a task the workflow waits for, like the new booking date or fee decision, is saved directly to the record. This means details from the office and accounts tasks in this workflow are all visible on the record itself, not just tucked away in a task.
Can we send payment reminders or take payment through this workflow?
The workflow currently emails the customer with the fee amount and payment instructions, then waits for accounts to confirm the fee has been received. If you want to add an online payment step, your workspace can connect Stripe and add a payment step to the workflow.
Ready to use this workflow?
Create a free account and customise this workflow for your business.