Managing Cancellations

This document outlines the process for recording and managing cancellations within Zr Ware®.

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Table of Contents

1. Creating a Cancellation
2. Cancellation Management & Automation
3. Reporting

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1. Creating a Cancellation

When a job needs to be removed from the schedule, you can record it as a "Cancellation" for tracking and follow-up.

Steps:

1. From the Edit Booking page, click the red "Cancel" button located at the top of the screen.
   
   OR, from the Schedule View page, click on the Actions drop down and click on Cancel Booking near the bottom.
   
    
2. A "Cancellation Details" screen will appear.
   
3. Complete the following fields:
   • Reason: Select the most appropriate reason for the cancellation from the dropdown menu.
     • (Administrators can manage these reasons via Admin > Call Reason Types).
   • Notes: Enter any relevant details about why the job was cancelled.
   • Next Contact Date (Callback):
     • If a future follow-up is needed, set a next contact date. These callbacks will appear in the Dashboard > Callbacks page.
     • Note: If the selected Cancellation reason is configured for automatic callback generation (see "Automated Callback Scheduling" below), a red information icon will be displayed, and the "Set Next Contact Date" button will be disabled to prevent manual override.
       
4. Click "Close" to save the cancellation.

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2. Cancellation Management & Automation

Zr Ware® provides enhanced features to manage and automate cancellation follow-up.

2.1. Automated Cancellation Callback Group

• All callbacks generated from cancellations are now automatically assigned to a dedicated "Cancel" callback group.
• This group can be found under Admin > Callback Groups.

2.2. Enhanced Cancellation Callback Filtering

• The Dashboard > Callbacks section allows filtering specifically by the "Cancel" callback group.
• This enhanced filtering provides access to detailed information for each cancelled callback, including:
  • Cancellation Reason
  • Created Date
  • Original Creator

2.3. Automated Callback Scheduling via Cancellation Reasons

• A "Call Back In Days" option is available for Cancellation Reasons within Admin > Call Reason Types.
• When this option is configured for a specific reason, recording a cancellation with that reason will automatically create a follow-up callback for the specified number of days in the future.
• These automatically scheduled callbacks will appear in Dashboard > Callbacks.

2.4. Clear Callback Notification During Cancellation Creation

• When a cancellation is being created using a reason configured for automatic callback generation, a prominent red information icon will clearly indicate that a callback will be automatically scheduled.
• To prevent conflicting actions, the "Set Next Contact Date" button will be disabled in these instances.

2.5. Visual Indication of Same-Day Automated Callbacks

• Cancellation callbacks that are automatically created for the same day will now be visually highlighted with a yellow background in the Dashboard > Callbacks section for quick identification.

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3. Reporting

• Track and analyze your cancellations using the "Cancel Conversions" report.
• Cancellation report
• Call Source report
• Call Source Summary report