Main Cancelations - Cancelations used for Supported, On my way & New Statuses
Canceled by Customer
- Cancellations from customers not caused by any ops issues
- Cancelations from rescheduled appointments via STF will count as a new appointment. If again canceled due to ops, then the cancelation falls under ops, if canceled before the reschedule time/day tag as customer
Cancelation Reasons
Going to a local competitor - The customer is going with local service providers
The customer changed her mind about the repair - The customer decided not to continue the requested service
Additional information/confirmation needed from the customer - The customer is not responding for confirmation or verification of address details, number, and name
They are no longer available and would like to r/s later on - The customer cannot make the original requested time
Unsatisfied w/ price - Customer has issues with the estimated or quoted price of the service
Issue resolved, Service no longer needed - The appliance is already working or if the appliance is being handled by her own warranty
Canceled Ops
This status is chosen for any cancellation under assigned, on my way & supported status where in the appointment was previously rescheduled due to tech availability or tech not showing up.
Cancelation Reasons
Techs are not responsive - cancellation without any time suggestions
Parts unavailable - cancellation due to parts not being available resulting in reschedules, e.g tech does not have the mount and needs to reschedule.
Tech did not arrive within RTF (late or no show) - If cancellation was due to the previous tech being late, or a previous tech assigned did not show up
Couldnt meet requested time frame - Cancellation with a time suggestion and customer declined
Tech resent out the job - cancellation on reschedule if original tech assigned has resent out the job
Customer refused to wait for follow up repair - Ops reason only if the follow-up repair was delayed due to tech's fault
Tech requested to reschedule - Ops reason when tech assigned requested to reschedule with the customer and customer declined
Canceled Fraud
Blacklisted Appointments
Incomplete address
Fake names and numbers
Canceled Duplicate
- Appointments that have been booked twice
- Appointments where we would need to close under follow-up repair
- Appointments that need to be converted to warranty appointments, different service types
Canceled Unsupported
Unsupported Location - Appointment locations where in a technician is not available or is not listed
Unsupported Service - Service requests appointments that we do not cater to
Unresolved Cancelations - Cancelations used for status on Arrived & In Progress
Service Could Not Be Completed - Cancellation where the reason the job was not completed was due to
- Incomplete materials,
- location for the service is not possible to repair
- Area of work not suitable, safe or restricted to complete the service,
- Job request on DNS list.
Cancelled on Site - No answer from the customer upon arrival
Customer No Show - Cancellations done by the customer once the technician on site,
Changed their mind,
Found another service
Appliance is already working