Cancellations and Rescheduling

Cancellations happen. The customer changes their mind, their closing date moves, or life happens. Your job is to handle it cleanly — update MoveRight, manage the deposit, and fill the now-open slot.

What this covers

The cancellation and rescheduling workflows in MoveRight, including deposit handling and communication.

Who uses this

Sales agents — you handle the customer communication. Dispatchers — you free up the crew and truck. Owners — you set the cancellation policy.

Rescheduling (the easy one)

When a customer wants to change their date:

1. Check availability — open the dispatch calendar and find a new open slot
2. Update the job — change the move date in the opportunity
3. Confirm with the customer — send the updated confirmation through MoveRight
4. Notify the crew — the old assignment is cancelled, the new date assignment is sent automatically
5. Keep the deposit — the deposit transfers to the new date

Rescheduling is usually painless. The main risk is that the new date doesn’t have crew availability. If it doesn’t, let the customer know and offer alternatives.

Cancellations (the harder one)

Step 1: Get it in writing

Ask the customer to confirm the cancellation in writing — email or text. MoveRight logs this in the communication record. You want proof that they cancelled, not you.

Step 2: Apply your deposit policy

Your cancellation policy (set in your estimate terms) determines what happens with the deposit:

Timing	Refund
14+ days before move	Full refund
7-13 days before move	50% refund
Less than 7 days	No refund

To process a refund in MoveRight:

1. Open the opportunity
2. Go to Payments → Deposit
3. Click Refund (if paid by card) or Record Refund (if paid by cash/check)
4. Enter the amount based on your policy
5. MoveRight updates the payment record

Step 3: Update the opportunity

Change the opportunity stage to “Lost” and add a reason code:

• “Customer cancelled — changed mind”
• “Customer cancelled — moving date changed”
• “Customer cancelled — found another company”
• “Customer cancelled — personal reasons”

This keeps your pipeline clean and your reporting accurate.

Step 4: Free the crew and truck

The dispatcher (or you, if you’re solo) should immediately:

1. Open the dispatch board
2. Remove the crew and truck assignment from the cancelled job
3. Check if there are any waitlisted or unconfirmed jobs that can fill the slot

A cancelled job 2 days out is an opportunity — call your callback queue and see if anyone wants that date.

Step 5: Send the cancellation confirmation

MoveRight sends an automatic cancellation email, but add a personal touch:

“Hi [Name], I’m sorry to hear the move won’t be happening. I’ve processed your cancellation and [refunded your deposit / applied our cancellation policy]. If anything changes and you need to reschedule, just let me know. — [Your Name]”

Even cancelled customers can become future customers. End on a good note.

Same-day cancellations

These are the worst — the crew is already assigned, maybe already on the way. Handle them like this:

1. Call the crew immediately — don’t text. Call the crew lead and tell them to stand down.
2. Keep the full deposit — your policy should cover this.
3. Try to fill the slot — call any warm leads who need a move ASAP.
4. Document everything — add detailed notes to the opportunity.

Common questions

What if the customer wants a full refund but our policy says no? Stick to your policy. You can say: “I understand, and I wish I could help. Our policy is [X], which is included in the estimate terms you signed. I can offer you a credit toward a future move if that works better.”

What if we had to turn away other customers for that date? That’s why deposits exist. The deposit partially covers the opportunity cost. This is also why your cancellation policy should be clear and signed up front.

Should I ask why they’re cancelling? Absolutely. The reason code helps you understand your business. If you’re losing 20% of jobs to “found another company,” your pricing or follow-up needs work.

What happens next

• Set your deposit policy: Deposit Strategies
• Refill the slot: The Morning Callback Queue
• Document changes: Handling Change Orders