At Mygocu, we understand that managing cancellations can be a complicated task and often takes up too much time in customer support. That’s why we’ve created the Cancellation Reasons feature, a tool that allows planners to set predefined reasons and associated solutions. This not only helps end customers to be more autonomous but also significantly reduces support inquiries.
What are Cancellation Reasons, and why are they important?
The Cancellation Reasons feature is designed to help customers manage their cancellations clearly and efficiently while providing practical solutions for unexpected situations. This is especially useful for:
Reducing calls and messages to support: Customers are provided with all the necessary information to manage their cancellations independently.
Clarifying cancellation conditions: Customers can view the costs associated with their cancellations and understand the applicable policies.
Preventing misunderstandings: Specific solutions are offered for each cancellation reason, such as transferring the reservation to another person or information on using cancellation insurance.
How does it work?
The functionality is divided into three main steps:
1. Setting up reasons and solutions by the planner
From the Mygocu admin panel, planners can configure predefined reasons and associated solutions:
Cancellation Reason: A common reason for cancellation (e.g., "I’m sick and unable to travel").
Solution (optional): A suggestion to help the customer, such as using cancellation insurance or transferring the reservation to another person.
These configurations will be available to the customer when managing their cancellation.
2. Cancellation process for the end customer
The end customer can access the option to cancel their reservation directly from their profile in Mygocu’s public section:
By selecting "Cancel reservation", a modal window opens displaying:
A summary of the reservation, including payments made, pending payments, and cancellation conditions.
Specific cancellation fee policies applicable to the experience.
If the customer decides to proceed, they can choose from the predefined cancellation reasons.
Once a reason is selected, the system automatically displays the proposed solution, simplifying the next step for the customer.
3. Managing cancellations by the planner
All cancellations made by customers, along with the selected reasons, are accessible from the reservation details in the Mygocu admin panel. This allows the planner to:
Track cancellations.
Analyze patterns in cancellation reasons to make informed decisions (e.g., adjusting policies or future communications).
Handle exceptions or specific cases manually, if necessary.
Benefits of Using Cancellation Reasons
Increased autonomy for customers: Users have all the necessary information to manage their cancellations easily without needing to contact support.
Reduced operational burden: By avoiding calls and messages related to cancellations, your team can focus on more strategic tasks.
Clarity in conditions: Displaying cancellation costs and policies directly helps set clear expectations for customers.
Better cancellation management: Planners have access to a complete log of cancellations and can analyze the most frequent reasons.
Personalized support: Solutions associated with each reason improve the customer experience and reinforce trust in your service.
Tips
Set clear reasons and solutions: Make sure to include the most common cancellation reasons and offer solutions that are genuinely helpful to customers.
Keep cancellation policies updated: Periodically review policies to ensure they are correctly reflected on the platform.
Analyze frequent reasons: Use this information to adjust your experiences or prevent recurring issues.
Conclusion
The Cancellation Reasons feature not only improves the customer experience but also optimizes your operations by reducing the need for manual intervention in the cancellation process. With this tool, you can offer a more professional, efficient, and transparent service.
Start setting up your cancellation reasons in Mygocu and transform how you manage reservations today!