Handling job cancellations
Cancel a job cleanly, handle deposits fairly and track patterns to reduce future cancellations.
How to cancel a job
- 1Open the job you need to cancel and click “Cancel job” from the job action menu (three dots in the top right).
- 2Select a cancellation reason from the dropdown (Customer request, No access, Weather, Job won by competitor, Other) — this data feeds your cancellation rate report.
- 3If a deposit has been paid, decide whether to refund it or retain it according to your terms — Trade2Base will prompt you to issue a Stripe refund or mark the deposit as retained.
- 4The job status changes to Cancelled and is removed from the engineer's schedule — the customer is not automatically notified unless you send a cancellation message from the job screen.
- 5View your cancellation data in Reports > Cancellation Summary to track patterns by reason, engineer and lead source.
State your cancellation and deposit retention policy clearly on all quotes. Trade2Base lets you add custom terms to every quote template so customers agree to your policy before you begin the job.
Frequently asked questions
Yes. Open the cancelled job and click “Reopen job” from the action menu. The job returns to its previous status and can be rescheduled. Any deposit decisions made at cancellation will need to be reviewed manually.
Cancelled jobs are excluded from the automated Google review request sequence. Review requests are only triggered when a job reaches the Completed status.
Yes. The Cancellation Summary report in Reports can be filtered and grouped by assigned engineer, giving you visibility into whether cancellation rates vary across the team.
If an invoice has already been raised, it is not automatically cancelled. You will need to void or credit the invoice separately. Trade2Base will remind you if you cancel a job with an outstanding invoice.