How Do Customers Cancel or Reschedule Calls?
Managing your call schedule is important to ensure a smooth coaching experience. Here’s how your customers can cancel or reschedule calls and what you need to know as a coach:
Customer Cancellation and Rescheduling Policy
Customers can only reschedule calls if it's within 24 hours of scheduling it and if the call is not within the next 24 hours. Customers can cancel calls within this window for a full refund. Canceling calls outside this window does not entitle the customer to a refund.
How Customers Can Cancel or Reschedule Calls
Customers have two options to cancel or reschedule their calls:
Select the Thumbnail:
From the coach's page, customers select the thumbnail for the upcoming call. (This appears if the call is within the next 7 days)
Go to Profile Settings:
Navigate to Profile > Settings > Live Calls.
Scroll down to "Upcoming Calls" and select the edit button for the call.
On the following screen, they will have a cancel button or a reschedule button (only if within the reschedule window).
How Coaches Can Cancel Calls
As a coach, you can cancel an upcoming call by following these steps:
Go to the upcoming call schedule.
Select the call you wish to cancel.
On the following screen, you will see a cancel button.
If you cancel the call, we issue a full refund to your customer.
Special Cases for Rescheduling
If a customer wants to reschedule outside the reschedule window and you agree to it, we recommend the following process:
Cancel the Call:
You cancel the call to issue a full refund of their credits.
Reschedule the Call:
The customer schedules the call again at a new time.
Note for Coaches
Coaches do not have the option to reschedule calls directly, as we do not integrate with customer calendars. If rescheduling is needed, the above cancellation and rescheduling process should be followed.
By understanding these guidelines, you can effectively manage call schedules and maintain a seamless coaching experience for your customers.
If you have any further questions or need assistance, please reach out to our support team.