A cancelled trip or a no-show stays in your trips with its reason, for your reports and for whoever you bill. Nothing is deleted.
Cancel a trip
Open the trip from the Trips page. Then select Change status, and Cancel trip…. On Dispatch, Cancel trip… is in the trip’s menu.
The Cancel this trip? box opens with this trip checked. To cancel the ride home too, check it under “Also cancel the other trip in this round trip?” The rider’s other trips later that day show below it.
Pick a Reason, like Passenger asked to cancel. If you pick Other, type the reason.
Select Cancel trip, or Cancel 2 trips. If a driver had the trip, it comes off their day and they’re told in their app.
To cancel several trips at once, check them on the Trips page and select Cancel. One reason goes on all of them.
Mark a no-show
Drivers usually do this in their app when the rider isn’t there, and the app saves how long they waited. To do it yourself:
Open the trip, select Change status, then Mark no-show….
Pick a Reason, like Passenger not at pickup, and select Mark no-show.
Undo it
Open the trip, select Change status, then Uncancel trip or Undo no-show. It happens right away. An uncancelled trip goes back to Unassigned with no driver, so give it to a driver again. An undone no-show goes back to the step it was on, like At pickup.
What gets billed
A cancelled trip or a no-show costs nothing unless you charge fees. To charge them, go to Settings › Rates, select Standard rates, and turn on Cancellations & no-shows on the Cancellations tab. See Set your rates.
- Late cancel fee: charged only when the rider or facility cancels close to pickup. That means the reasons Passenger asked to cancel, Facility asked to cancel, Passenger not ready (e.g. discharge delayed) and Passenger refused service. Reasons on your side, like No driver available or Weather, never charge.
- No-show fee: charged on every no-show.
- Brokers pay only the fees on their own custom rates.
A trip with a fee is ready to invoice like any finished trip.
If something looks wrong
| What you see | What to do |
|---|---|
| “The rider is already on board. Undo the pickup first, then cancel.” | Select Change status, then Revert to At pickup…. Then cancel. |
| There’s no Mark no-show… | The trip needs a driver first. You also can’t mark a no-show once the rider is on board. |
| You booked the trip by mistake | Select Change status, then Delete trip… instead. You can delete a trip only before anything happens on it. |