Overview
The Cancellation Journey maps the communication experience when appointments are cancelled by either customers or the business. This journey covers cancellation notifications, refund processing, and relationship recovery communications.
Cancellation Communication Timeline
Journey Scenarios
Scenario 1: Customer-Initiated Cancellation
Customer Cancels Appointment
Trigger: Customer cancels appointment through self-service or phone
Message Type: SMS + Email - Appointment Cancelled by Pet Owner
SMS Content:
Email Content:
Business Notification
Trigger: Customer cancels appointment
Message Type: Business Alert - Customer Cancellation
Scenario 2: Business-Initiated Cancellation
Business Cancels Appointment
Trigger: Business cancels appointment due to operational issues
Message Type: SMS + Email - Appointment Cancelled
SMS Content:
Email Content:
Business Notification
Trigger: Business cancels appointment
Message Type: Business Alert - Business Cancellation
Scenario 3: Refund Processing
Refund Initiated
Trigger: Refund processing begins
Message Type: Email - Refund Processing
Refund Completed
Trigger: Refund successfully processed
Message Type: Email - Refund Issued
Business Communications During Cancellation
Cancellation Notifications
When: Appointments are cancelled
Recipient: Business team
Refund Processing Updates
When: Refunds are processed
Recipient: Business team
Customer Recovery Alerts
When: Recovery actions are needed
Recipient: Business team
Communication Triggers
Automatic Triggers
Cancellation Events:
Customer cancellation: Immediate SMS + Email
Business cancellation: Immediate SMS + Email
Refund processing: Status update emails
Recovery actions: Follow-up communications
Refund Events:
Refund initiated: Processing notification
Refund completed: Confirmation email
Refund failed: Error notification
Conditional Triggers
Customer Behaviour:
Cancellation frequency: Business follow-up
Service preferences: Personalised service options
Business Rules:
Cancellation policy: Refund processing
Customer value: Follow-up actions
Message Customisation
Template Variables
Cancellation Information:
#{{CancellationType}}- Customer or Business cancellation#{{CancellationReason}}- Reason for cancellation#{{RefundAmount}}- Refund amount#{{RefundMethod}}- Refund method#{{RefundTimeline}}- Refund processing timeline
Customer Information:
#{{CustomerName}}- Customer's name#{{PetName}}- Pet's name#{{ServiceName}}- Service name#{{AppointmentDate}}- Original appointment date
Timing Configuration
Cancellation Response Timing:
Immediate: Cancellation confirmation
Within 1 hour: Refund processing notification
Within 24 hours: Status updates
Recovery Timing:
As needed: Business follow-up
Customer Experience Benefits
Transparent Communication
Benefits:
Cancellation reasons are clearly explained
Refund timeline is communicated
Alternative options are provided
Customer expectations are managed
Professional Service Recovery
Benefits:
Cancellations are handled professionally
Refunds are processed quickly
Customer relationships are maintained
Relationship Preservation
Benefits:
Recovery communications show care
Follow-up communications maintain engagement
Customer loyalty is preserved
Business Value
Customer Retention
Benefits:
Professional cancellation handling prevents customer loss
Recovery communications maintain relationships
Customer loyalty is preserved
Operational Efficiency
Benefits:
Automated refund processing reduces manual work
Cancellation notifications keep team informed
Recovery communications are automated
Customer service workload reduced
Revenue Recovery
Benefits:
Professional handling prevents revenue loss
Recovery communications maintain customer relationships
Customer loyalty is preserved
Troubleshooting
Common Issues
Refund Processing:
Verify refund method is valid
Check refund processing settings
Ensure customer information is correct
Contact support for technical issues
Communication Delays:
Check notification settings
Verify contact information
Ensure business alerts are enabled
Contact support for delivery issues
Best Practices
Cancellation Handling:
Process cancellations immediately
Communicate refund timeline clearly
Offer alternative options
Follow up with recovery communications
Recovery Strategy:
Follow up with recovery communications
Personalise recovery communications
Maintain professional tone
Related Documentation
For additional journey information:
Customer Journey Overview - Complete communication system overview
First-Time Customer Journey - New customer experience
Returning Customer Journey - Loyal customer communications
Problem Resolution Journey - Issue handling process
Settings → Notifications - Configure message timing and content
Settings → Pro Automations - Set up automated workflows