1) How do I cancel a one-off appointment?
🚨 Cancellation of appointments is the number one source of dissatisfaction among Wecasa customers. By accepting a proposal, you have undertaken to "honour the appointment made to carry out the Services" (article 11.3 of the Wecasa GCU).
A sick child, transport problems, sick leave... We know and understand that sometimes you may need to cancel an appointment, but we also want our customers to be happy and satisfied! Therefore, these cancellations must remain exceptional!
What should I do in this case?
First of all, contact your customer via the Wecasa messaging system: explain your situation and offer to reschedule your appointment. If they agree, you'll have to change the date or time of your session via your app.
If this is not possible, it's up to you to cancel the appointment: from your app, select the service concerned, then click on "cancel". You will then need to choose the corresponding cancellation reason and enter a reason of more than 20 characters (this will be sent to the customer).
2) How do I cancel regular appointments?
🚨 Cancellation of appointments is the number one source of dissatisfaction among Wecasa customers. By accepting a proposal, you have undertaken to "honour the appointment (....) made to carry out the Services" (article 11.3 of the Wecasa GCU).
However, it may happen that regular appointments with a customer have to be cancelled. What should I do in this case?
Cancellation is at your customer's request:
They want to change Wecasa pro: tell your customer to request the change of pro from their app.
They want to stop all work on their home: They can cancel all their appointments from their app.
Cancellation at your request:
Are you no longer available for the appointment requested by your customer? Before considering cancelling appointments, we advise you to discuss the matter with your customer and see if it would be possible for the two of you to reschedule the appointment for a different day or time!
If a new time slot can be found, of course with the customer's agreement, contact us via chat or email, and we'll take care of moving the appointments.
If this is unfortunately not possible, you will have to cancel all future appointments from your app.