Refusal before the session — you're not on site yet
If the on-site contact notifies you by phone, SMS, or email that they are refusing the session:
Go to your Cart → open the Project
Tap "Can't Schedule Project"
Select the reason "Merchant refused to do the Project"
Choose a sub-reason (already has visuals, not ready, doesn't want professional photography,…)
Confirm → "Hand Over to Support". You are voluntarily unassigned.
Refusal on site — you have arrived
Go to the Project page → select the “Report a Problem” option
Select the correct option
Either the session will be rescheduled, a callback will be added, or the project will be dropped. Starting the project in the app before reporting is recommended to ensure proper documentation and processing.
No matter the option, this specific session is cancelled.
This applies when
The Merchant declines the session on-site
The venue refuses you access upon arrival
The business is permanently closed
The merchant wishes to reschedule
Not applicable if you couldn't reach the Merchant before scheduling — use "Can't Schedule Project" instead.
Compensation
If the refusal happens at the scheduled time, on-site, without prior notice → you may be eligible for compensation. Do not close the Project directly — this may prevent a compensation request from being triggered automatically.
The Ocus team reviews it based on timing, proof, and Project status.
Rating
A documented refusal doesn't impact your rating — as long as you followed the correct process and reported it accurately.
To reduce the risk
Confirm the appointment the day before, verify contact details, and "Send Landing Page" early.
Managing Off-Track Projects
If a project is marked off-track and you wish to claim it again, follow these steps:
Obtain a confirmed date and time with the merchant.
Provide this information to OCUS support or through the app.
Once confirmed, the project can be released for you to claim again.
