A customer may have trouble closing on a new home or have another issue that results in them needing to cancel their move. In SmartMoving, you can cancel the move while still keeping it available in the system in case the customer decides to reopen the move.

Note: An opportunity must be booked, in order for it to be cancelled. If the opportunity has not been booked, mark the opportunity as lost.

1. Open an opportunity and click the Estimate tab.

2. Click the drop-down menu next to the smart action button and click Cancel.

3. Select a reason for why the customer is cancelling.

4. Next, select whether you want to notify the customer of the scheduling change. If there are multiple contacts, you can select/deselect the contacts that will receive the notification.

5. Click Yes, Proceed.

Once the job is cancelled, the main action button will show Reopen. If the customer’s circumstances change and they want to reopen the move, you can click Reopen to reactivate the opportunity.

Note: Once reopened, the opportunity must also be rebooked.

Navigate to Settings > Emails > Transactional Emails or click here to go directly to the page.

First, click Job Cancelled under the Active Opportunity section.

Note: Click the title or description area to edit—not the toggle. Clicking the toggle will only turn the rescheduled notifications on/off.

From here, you can update the subject line, body, and formatting of the email. You can also change settings like whether the notification is sent out as an email, text message, or both.

Then, click Save Changes.

It's helpful to periodically review the reasons your customers cancel their booked jobs. Reviewing the top reasons that cancellations occur can give you insight into potential process improvements that can be made internally to reduce your cancellation rate.

SmartMoving provides two reports to give you insight into the overall cancellation reasons as well as a detail of each job that was cancelled.

In your SmartMoving settings, navigate to Reports > Cancellation Summary or click here to go directly to the page. This report is located under the "Sales" section.

The cancellation summary shows all of the different reasons for why jobs were cancelled as well as the number and percentage of times that specific reason was selected.

Cancellation details report

In your SmartMoving settings, navigate to Reports > Cancellation Details or click here to go directly to the page. This report is located under the "Sales" section.

The detailed report shows the total list of specific cancelled opportunities as well as additional data like the customer's contact information and specific job details.