Cancel a shift with who cancelled and why, see straight away whether it counts as a short-notice cancellation and what share can be claimed, and reinstate it if plans change.
Before you begin
- Your role includes Cancel shifts.
- The shift is a draft, open or published and hasn’t finished. A completed shift can’t be cancelled.
Cancel the shift
- Open the shift from Roster → Roster board (or its Full shift record).
- Select Cancel shift. The Cancel shift panel opens.
- Under Cancelled by, choose Participant, Nominee or family, Us (provider) or Worker.
- Choose a Reason, for example Participant unwell, Hospital admission, No show or Provider rescheduled.
- Add a Note (optional) with any detail, such as who phoned and what they said.
Cancel shift panel with Cancelled by Participant, Reason Participant unwell and the amber Short-notice cancellation callout
Read the claim preview before you confirm
- Read the callout at the bottom of the panel. It updates as you change Cancelled by and Reason.
- Short-notice cancellation means the notice given was shorter than the Pricing Schedule allows; Cancellation with notice means it wasn’t. The callout also shows how many hours before the start you are recording it.
- If it can be claimed, it reads Claimable at …% using the cancellation item. Otherwise it reads Not billable to the participant.
- If the worker is still paid for the shift, it adds The worker is paid.
- Select Confirm cancellation. A message repeats the reason and, for short notice, the billable share.
Only cancellations by the participant or their nominee or family can be claimed. Cancellations by your organisation or the worker are never billable.
Check the cancellation on the shift record
- Open Full shift record. A card shows Reason, By, Notified, Notice (Short notice or With notice) and Billable with the percentage.
- Billable cancellations flow to claiming with the reason and notice recorded. See Claiming short-notice cancellations.
Reinstate a cancelled shift
- Open the cancelled shift’s record before its start time.
- Select Reinstate. The shift is back on and its workers are told.
Tips
- Record the cancellation as soon as you are told. The notice is measured from the moment you select Confirm cancellation, so a late entry can turn a claimable cancellation into one with notice, or the reverse.
- Your organisation can change the list of cancellation reasons.
If something goes wrong
“A completed shift can’t be cancelled.”
The shift has already been worked. Make a billing adjustment instead of cancelling.
Reinstate isn’t shown
A cancellation can only be undone before the shift starts, and you need Cancel shifts.
The callout says not billable when the participant cancelled late
Check Cancelled by is Participant or Nominee or family, not Us (provider). Also check that a Pricing Schedule covering the shift date is loaded.