Set up your cancellation fee policy
Open the menu and select Settings.
Find Schedule & Clock In and click Edit.
Scroll down to Cancellation Fees.
Turn on the cancellation windows you want to use and configure their fees. You can turn each option on or off individually.
The available cancellation windows are:
Cancellation window | Setting |
Same day | A clean canceled on the day the job is scheduled for |
Within 24 hours | The 24-hour cancellation window |
Within 48 hours | The 48-hour cancellation window |
Within 72 hours | The 72-hour cancellation window |
Fees can be configured as a flat amount or a percentage of the job price.
For example, you could set your policy to charge 100% of the job price for same-day cancellations and a $50 flat fee for cancellations within 24 hours.
Review the Policy Summary at the bottom of the section to see a quick overview of your configured policy. You can also update the cancellation policy language in your customer emails and other customer-facing content to reflect your policy.
Apply a cancellation fee
Open the job you want to cancel and select Edit Job.
Choose the option to cancel the job.
Review the cancellation information Allison displays. This includes context about the customer's recent cancellation history, such as whether this is their first cancellation in the last six months.
Check the box to apply a cancellation fee, then click Continue.
Review the suggested fee. Allison recommends an amount based on your configured policy and when the clean is being canceled.
Use the suggested amount, or select Other and enter a custom amount.
Click Cancel Clean and Apply Fee.
The job moves to a canceled status, and the cancellation fee is displayed on the job. Allison also creates an invoice with a Cancellation Fee line item.
Example: If your policy charges $50 for cancellations within 24 hours and 100% of the job price for same-day cancellations, a clean scheduled for tomorrow and canceled within 24 hours would receive a suggested $50 fee.
Cancel a clean without a fee
You decide whether to apply a fee for each cancellation. To waive the fee, leave the cancellation fee checkbox unchecked when canceling the job.
The customer's cancellation history can help you make that decision. For example, you may choose to waive the fee for a customer's first cancellation.
Review or send the cancellation fee invoice
After applying a fee, click the cancellation fee link on the canceled job to open its invoice.
From the invoice, you can:
Review the Cancellation Fee line item.
Edit the invoice if you need to make changes.
Click Send to email the invoice, send it by SMS, or copy the invoice link.
Cancellation fee invoices follow your existing invoice sending configuration. Applying a fee does not override those settings. If you have automatic invoice sending configured, the invoice follows that configuration.
Frequently asked questions
Does Allison automatically apply a fee whenever I cancel a clean?
You choose whether to apply a cancellation fee during the cancellation process. Your policy determines the suggested amount when you choose to apply one.
Can I charge a different amount from the suggested fee?
Yes. Select Other during the cancellation process and enter the amount you want to charge.
Can I edit the invoice after applying the fee?
Yes. Open the invoice using the cancellation fee link on the canceled job, then edit it as needed.
Will the invoice be sent immediately?
Invoice delivery follows your existing invoice sending settings. You can also use Send on the invoice to email it, send it by SMS, or copy its link.