Overview
If you have MarketPlace enabled and your customers login with your custom URL, the sessions in the calendar, when viewed by your customers via the Customer login, will include a cancellation request button.
When pressed by your customer the Cancellation Request will send you an email that the customer wishes to cancel. TutorFirst does NOT cancel the session.
This cancellation request email will include any comments added by your customer to assist with processing.
Cancellation of the session or removal of a student from a group session is then performed manually by your team in accordance with your internal policies and procedures.
You may set a buffer or warning text for this item different to the default operation.
Article Sections
- Customer Actions & Notification
- Filter to Cancellation Requests
- Set a buffer for Cancellation Requests and Cancellation Request Warnings
- Remove Cancellation Status
- Email Customer Confirmation From Session
Customer Actions & Notification
1. When your customer logs in using your MarketPlace login URL, sessions on the calendar in the future, when pressed to open the summary, will include a cancellation request button.
2. Pressing this button and completing the cancellation request will turn the session red in the customer's calendar.
3. An email will be sent to the email address listed on the My Account page in your database advising of this request. The email will include any comments added by the customer.
Update the template if required: Notification of Parent session cancellation action.
This template is also used if a session request is cancelled.
4. If your customer changes their mind they can press the session again and request to reverse the cancellation.
Filter to Cancellation Requests
5. As well as bringing up the session by using the Session ID from the notification email, you may view cancellation requests by filtering the Session List or the Calendar by Cancellation Requests in the Type dropdown. Process the session as requested by your customer.
6. Comments made by your customer at the time of requesting the cancellation will be in the email notification and copied to the Private Session notes in the session.
Set a buffer for Cancellation Requests and Cancellation Request Warnings
7. In your instance of MarketPlace select the Configuration Tab and open Miscellaneous.
8. Cancellation Buffer - This prevents a cancellation request within the window by removing the Request Cancellation button from the session. Set as zero or leave blank if they may request cancellation at any time before a session. Set to 99999 if you don't wish to allow customers to cancel a session.
9. Cancellation Warning Buffer - This will allow your customer to request a cancellation but will present a warning.
These two items work in concert.
10. Add the text you wish to appear in the warning pop-up.
Remove Cancellation Status
11. Should you change the date of the session rather than deleting it or there are other students remaining on a group session, the session will remain in 'Cancel Request' status and appear when you filter the calendar to customer cancellation requests.
You can remove the cancellation request status by opening the session.
Email Customer Confirmation From Session
12. You could also consider creating 2 Session Email Templates that may be sent to the customer from the session:
a. Your cancellation request has been processed.
b. We have received your notification to remove cancellation status and session remains live.