Canceling Services

Canceling a service removes it from your delivery schedule and marks it as not to be delivered. This is different from canceling an entire subscription—service cancellation affects only one specific delivery.

This guide explains when and how to cancel individual services, and the important relationship between canceling and refunding.

Overview: What Service Cancellation Means

Canceling a service:

• Removes one specific delivery from schedule

• Updates status to Canceled (pink/gray)

• Records cancellation with timestamp

• Does NOT automatically refund payment

• Does NOT affect other deliveries from same subscription

Important distinction: This article covers canceling individual services (one delivery). To cancel an entire subscription, see Managing Customer Subscriptions.

Cancel Service vs Cancel Subscription

⚠️ CRITICAL: These are completely different actions with different effects.

Cancel Service (This Article)

What it does: Cancels one specific delivery

Where: Delivery menu or customer Delivery tab

Effect:

• Only this delivery canceled

• Other services from subscription continue

• Next services still schedule automatically

• Subscription remains active

• One-time action for one delivery

Example:

Customer has weekly subscription

Week 1 delivery: Completed

Week 2 delivery: Cancel this service ← Only this one

Week 3 delivery: Still schedules automatically

Week 4 delivery: Still schedules automatically

Subscription continues normally

Use when: One specific delivery can't happen, but subscription continues

Cancel Subscription (Different Article)

What it does: Ends entire subscription permanently

Where: Subscriptions tab in customer detail

Effect:

• Ends subscription immediately

• Stops all future billing

• No new deliveries created

• All future services canceled

• Permanent end to subscription

Example:

Customer has weekly subscription

Cancel subscription ← Ends everything

No more payments

No more deliveries created

Subscription terminated

Use when: Customer wants to end subscription entirely

See Managing Customer Subscriptions for full details

? Remember: Cancel Service = one delivery. Cancel Subscription = everything.

When to Cancel Services

Common scenarios for canceling individual services:

✅ Customer requests cancellation:

• Called to cancel this service

• Doesn't want this delivery

• Still wants subscription to continue

✅ Customer moved/relocated:

• No longer at service address

• This delivery can't happen

• Future deliveries also affected (may need subscription cancellation)

✅ Access issues:

• Can't access property

• Customer won't provide access

• Gate code doesn't work, no response

✅ Service can't be delivered:

• Weather makes service impossible

• Equipment failure

• Staffing shortage

• Safety concerns

✅ Wrong service booked:

• Customer purchased incorrect service

• Need to cancel and rebook correct one

• Billing error

✅ Customer no longer needs this service:

• One-time situation resolved

• Timing no longer works

• Changed their mind (one-off)

✅ Quality issue from previous service:

• Previous service so poor, canceling next

• Relationship ending

• Customer unhappy

✅ Billing dispute:

• Payment error

• Charged incorrectly

• Correcting mistake

What Happens When You Cancel

Immediate effects:

1. Status changes: Service Due or Overdue → Canceled

2. Notes update: Shows "Canceled on [date]"

   • Example: "Canceled on Jan 27, 2026"

3. Removed from active schedule:

   • No longer on delivery list for work

   • Moved to canceled/historical section

   • Not counted in Services Due

4. Metrics update:

   • Services Due count decreases (if was Service Due)

   • Overdue Services count decreases (if was Overdue)

6. Customer notification

7. Payment NOT automatically refunded:

   • Payment status unchanged

   • Must process refund separately

   • Two separate actions required

Which Statuses Can Be Canceled

⚠️ IMPORTANT: Not all delivery statuses can be canceled directly.

Service Due ✅ Can Cancel

This is the most common cancellation scenario:

• Service not yet delivered

• Scheduled for future or current date

• Standard cancellation flow

Action available: Three-dot menu (⋯) → Cancel service

Overdue ✅ Can Cancel

Common cancellation scenario:

• Service past due but not completed

• Deciding not to deliver at all

• Canceling instead of completing

Action available: Three-dot menu (⋯) → Cancel service

Completed ❌ Cannot Cancel Directly

Cancellation not available for completed deliveries

Available action: Mark incomplete only

• Three-dot menu (⋯) → Mark incomplete

• This reverts status to Service Due or Overdue

• Then you could cancel if needed

If you need to "cancel" a completed service:

1. Mark incomplete first

2. Status reverts to Service Due or Overdue

3. Then cancel if appropriate

4. Or leave as is and process refund separately

Alternative: Leave as Completed, process refund

• Service was delivered (even if poor quality)

• Completed status stays

• Process refund via Purchases tab

• Both records exist: Completed delivery + Refunded payment

Canceled  ❌ No Actions Available

Already canceled: No actions in three-dot menu

Why: Already in final canceled state, nothing to do

If canceled by mistake: May need to create new purchase/delivery (contact support)

Three Ways to Cancel Services

You can cancel services from three locations:

1. From Delivery Menu (Global View)

Best for:

• Cross-customer operations

• Daily delivery management

• Route planning adjustments

• Seeing all deliveries at once

Access: Main navigation → Delivery

How: Find service → Three-dot menu (⋯) → Cancel service

2. From Customer Delivery Tab

Best for:

• Viewing all deliveries for one customer

• Managing customer's delivery schedule

• When reviewing customer's service history

• Customer-specific delivery context

Access: Customers → Select customer → Delivery tab

How: Find service → Three-dot menu (⋯) → Cancel service

3. From Customer Purchases Tab (Expanded View)

Best for:

• When already viewing purchase details

• Canceling while processing refund

• Managing purchase and delivery together

• Single-transaction context

Access: Customers → Select customer → Purchases tab → Expand purchase

How: Expand purchase → Click Cancel Service button (red button in action bar)

Convenient for combined actions: When you need to both cancel service AND process refund, this view gives you access to both actions in one place:

• Cancel Service button (for delivery)

• Refund button (for payment)

• No need to switch between tabs

✍️ TIP: All three locations have the same functionality for canceling. Choose based on your current workflow:

• Working across customers? Use Delivery menu

• Focused on one customer's deliveries? Use Delivery tab

• Managing payments and deliveries together? Use Purchases tab (expanded view)

How to Cancel a Service

Step-by-Step Process

Available for: Service Due or Overdue deliveries only

NOT available for: Completed or Canceled deliveries

From Delivery Menu or Customer Delivery Tab

1. Find the service to cancel

   • Search by customer name or service

   • Filter by date or status

   • Locate in list

2. Verify status is cancelable

   • Check badge: Service Due (yellow) or Overdue (red)

   • If Completed, see alternative workflow below

   • If already Canceled, no action needed

3. Click three-dot menu (⋯)

   • Located on far right of delivery row

   • Action menu appears

4. Select "Cancel service" (with X icon)

   • Usually displayed with red color

   • Click the option

5. Confirm cancellation 

   • Click Yes, cancel

6. Verify cancellation

   • Status badge changes to Canceled (pink/gray)

   • Notes update: "Canceled on [date]"

   • Service removed from active schedule

From Customer Purchases Tab (Expanded View)

1. Navigate to customer's Purchases tab

   • Customers → Select customer → Purchases tab

2. Find and expand the purchase

   • Click arrow (▼) to expand purchase

   • Three panels appear

3. Click Cancel Service button

   • Red button in action bar at top

   • Located alongside other action buttons

4. Confirm cancellation

5. Verify cancellation

   • Status updates to Canceled

   • Notes update with cancellation date

Advantage: Refund button is also visible in same view, making it easy to cancel and refund together

Alternative: Handling Completed Services

If delivery is already Completed and you need to "cancel" it:

Option 1: Mark Incomplete, Then Cancel

When to use: Need to mark as if service never happened

Workflow:

1. Find Completed delivery

2. Three-dot menu (⋯) → Mark incomplete

3. Status reverts to Service Due or Overdue

4. Three-dot menu (⋯) → Cancel service

5. Status → Canceled

6. Process refund separately (if needed)

Result: Delivery shows as canceled (never delivered)

Option 2: Leave Completed, Process Refund

When to use: Service was delivered but refunding for quality/other reasons

Workflow:

1. Leave delivery as Completed (service was delivered)

2. Navigate to Purchases tab

3. Process refund

4. Both records exist: Completed delivery + Refunded payment

Result: Honest record that service was attempted/delivered but refunded

Which Option to Choose

Use Option 1 (Mark incomplete → Cancel) when:

• Service was marked complete by mistake

• Need to show service never happened

• Complete cancellation record needed

Use Option 2 (Leave completed, refund) when:

• Service was actually delivered

• Quality issue, customer unhappy

• Want honest record of what happened

• More common scenario

✍️ TIP: Option 2 (leave completed, just refund) is usually more appropriate when service was actually attempted.

Understanding Automatic Refunds

⚠️ IMPORTANT: Whether canceling a service automatically refunds the payment depends on WHO cancels and your service settings.

The "Automatic Refund" Setting

Location: Service settings → Subscription Controls → "On cancellation, refund any undelivered services"

This setting controls customer portal cancellations only (not dashboard cancellations)

When Setting is ENABLED (Checked)

What happens when customer cancels via portal:

1. Customer clicks cancel on their portal

2. Service automatically cancels

3. Payment automatically refunds (if undelivered)

4. Customer receives confirmation

5. No manual action needed from you

Requirements for customer portal cancel button:

• Minimum term must have passed

• Cancel button only appears after minimum term

• Protects your minimum commitment period

Your involvement: None needed

• System handles both cancellation and refund

• Automatic process

• Customer gets immediate resolution

When Setting is DISABLED (Unchecked)

What happens when customer cancels via portal:

1. Customer clicks cancel on their portal

2. Service automatically cancels

3. Payment does NOT automatically refund

4. You manually process refund from dashboard

Your involvement: May need to manually process refund

• Customer can request refund via portal

• Or you process from Purchases tab

• Gives you control over refund decision

When YOU Cancel from Dashboard

Regardless of automatic refund setting:

• Canceling from dashboard does NOT automatically refund

• You must manually process refund

• Two separate actions required:

  1. Cancel service (Delivery menu/tab or Purchases tab)

  2. Process refund (Purchases tab)

Why: Dashboard cancellations give you full control

• You decide if refund is appropriate

• Flexibility for different scenarios

• Manual process for business owner

Summary

Service cancellation basics:

• Removes one specific delivery from schedule

• Updates status to Canceled

• May or may not automatically refund (depends on who cancels and settings)

• Does NOT affect other deliveries or subscription

Automatic refund behavior:

• Customer cancels via portal + Setting ON = ✅ Auto-refund

• Customer cancels via portal + Setting OFF = ❌ No auto-refund (manual option)

• You cancel from dashboard = ❌ Always manual refund

• Minimum term protection: Cancel button only appears after minimum term

Which statuses can be canceled:

• ✅ Service Due (yellow) - Direct cancellation available

• ✅ Overdue (red) - Direct cancellation available

• ❌ Completed (green) - Must mark incomplete first, then cancel (or leave completed and refund)

• ❌ Canceled (gray) - Already canceled, no actions available

Three ways to cancel:

• Delivery menu (global view)

• Customer Delivery tab (customer-specific)

• Customer Purchases tab expanded view (convenient for cancel + refund)

Complete cancellation workflow (when you cancel from dashboard):

1. Cancel the service

2. Manually process refund (if appropriate)

3. Communicate with customer

4. Verify both done

Status combinations:

• Canceled + Refunded = ✅ Complete resolution

• Canceled + Paid = ⚠️ Need to process refund (if you canceled from dashboard)

• Service Due + Refunded = ⚠️ Need to cancel service

• Completed + Refunded = ℹ️ Can be appropriate (delivered but refunded)

Critical reminders:

• Always mark services complete immediately after delivery

• Prevents refund for work already done (if auto-refund enabled)

• Customer portal cancellations may auto-refund (check settings)

• Dashboard cancellations never auto-refund (always manual)

• Only Service Due and Overdue can be canceled directly