Cancellation Report

Report Overview 📜

This report provides a detailed breakdown of calls and appointments that result in a cancelled booking. It is designed to help you analyze lost revenue, understand the reasons behind cancellations, and track your team's success in recovering those opportunities through rescheduling.

Important Note: The report is split into two distinct sections based on appointment type:

• Revenue: Appointments directly tied to generated income.

• Non-Revenue: Appointments that do not directly generate revenue, such as Re-Services, Pickups, Drop-offs, Estimates, and "Other." The information tracked in both sections is identical. Each row in the report represents a single cancellation.

---

Key Metrics & Columns Explained 📊

The report organizes data by the original booking details, the cancellation specifics, and any subsequent reschedule attempts. For a precise definition of any column, simply click on the column name to access the glossary.

Original Booking Details

• Created Date
• Booked By
• Source
• Appointment Date
• Client Name
• Service Phone Number
• Zip Code
• Confirmation Status

Cancellation Data

• Date Cancelled
• Cancelled By
• Cancellation Amount
• Reason
• Comment

Reschedule Tracking (Note: Reschedules are automatically logged for any matching revenue/non-revenue type booking created after the cancellation, whether booked internally, created from the cancelled job, or booked online.)

• Rescheduled On Date
• Rescheduled Appointment Date
• Rescheduled Booked Revenue

---

Ideas on How to Use This Report 💡

This report is essential for identifying friction points in your customer journey and measuring how well your team recovers lost jobs. Here are some effective ways to use it:

• Identify Root Causes of Cancellations: Analyze the Reason and Comment columns to spot recurring trends. If a specific issue (like pricing or scheduling delays) is driving cancellations, you can proactively adjust your operations or customer service scripts to address it.

• Track Revenue Recovery: Use the Rescheduled On Date and Rescheduled Booked Revenue columns to monitor your "win-back" success rate. Comparing the original Cancellation Amount against the rescheduled revenue shows exactly how much money your team is successfully saving.

• Evaluate Booking Quality: Cross-reference Booked By and Source with the cancellation rows to see if specific lead sources or team members have unusually high cancellation rates. This can highlight a need for better lead qualification or additional training on setting clear customer expectations.

• Segment by Revenue Type: By toggling between the Revenue and Non-Revenue sections, you can ensure your team prioritizes saving high-value jobs over free estimates or drop-offs, optimizing your dispatching and customer service efforts.

---

Related Resources & Configuration ⚙️

Need to adjust how your cancellations are tracked or followed up on?
Check out these helpful guides:

• Call Reason Types: Where the Cancellation reasons come from.
• Managing Cancellations