How to Cancel a Service in Teiro

Overview

"Cancel a service" usually means one of two things, and it is worth being clear which one you need.

If the client still wants the support but at a different time, you want to change the time, not cancel it. If the support is not happening at all, you want to cancel, which records that the service was called off.

This guide covers both, starting with the thing that catches most people out: a service has no pencil button, so the time looks like it cannot be edited.

Changing the time: Edit is in the "..." menu

Open a service and the Time row shows as plain text. There is no floating pencil button in the bottom corner either, because on a service that corner belongs to the attendance footer for checking in and out.

Edit lives in the overflow menu instead:

1. 1.Open the service. Tapping a tile on the scheduler board, or a card on the client's Schedule tab, both open the same side panel.
2. 2.Tap "..." (More actions) in the panel header.
3. 3.Choose Edit record.
4. 4.Tap the Date, Start time and End time controls and set the new window.
5. 5.Save.

The assigned worker is notified automatically that the time has moved, so you do not need to message them separately about the change itself.

This works the same way on the full-screen record view, where "..." sits in the top right.

If the service is part of a repeating pattern, editing it this way changes that one occurrence and leaves the rest of the series alone.

Cancelling a service

This works for a one-off service, and for a single visit in a repeating series.

1. 1.Open the service.
2. 2.Tap "..." then Edit record.
3. 3.Set Status to Cancelled.
4. 4.Save.

The service keeps its place on the roster rather than vanishing, so the gap in the day stays visible and the record of what was meant to happen survives. Open it and the status reads Cancelled.

One thing to watch: the tile on the scheduler board does not always redraw to show the new status straight away, so it can still look like a normal scheduled service at a glance. Open the service to confirm the cancellation took. We are fixing that.

Two things to do yourself, because Teiro will not do them for you:

• Tell the assigned worker. Cancelling this way does not notify them. Changing the time does, but cancelling does not.
• Record why, in Notes. There is no cancellation reason field on the form yet, so write the reason into the service Notes in the same save. For an NDIS participant this matters: whether a short-notice cancellation can still be claimed depends on who called it off and how much notice there was, and Notes is currently the only place that survives.

If you cancel the wrong service, you can set Status back to Scheduled and save. A cancellation is not a one-way door.

Repeating services: cancel one visit, or the whole series

A repeating service has its own controls, so you do not have to work through occurrences one at a time.

Tap the service's tile on the scheduler board. The side panel shows a banner reading "This event is part of a recurring series", with a Manage series button:

• Cancel this occurrence only cancels that single visit. The rest of the series carries on as scheduled.
• Cancel series from this date cancels this occurrence and every one after it. This is the one to use when a client goes into hospital, or ends an ongoing support partway through.
• Cancel entire series cancels all remaining occurrences.
• Edit this and all future occurrences changes the pattern instead of cancelling it, for example a standing Tuesday visit that moves to Wednesday.

Each asks you to confirm first, and the alternative button is always Keep series.

Manage series only appears when you open the service from the scheduler board. Open the same service from the client's Schedule tab, or by a direct link, and the recurring banner does not appear. If you are looking for series controls and cannot find them, go via the board.

Who can cancel

Cancelling is a coordinator, scheduler or admin action. Support workers have no Edit or Status control on a service at all.

If a worker arrives and the support cannot go ahead, they record it on the visit instead, as Client not home or as a no show. That is a different and more useful record than a cancellation, because it shows the worker attended and the service was attempted.

Frequently asked questions

Why is there no pencil button on a service? The bottom corner where it would sit is taken by the check in and check out footer. Use "..." then Edit record.

I only need to move it half an hour. Should I cancel and recreate it? No. Change the Time on the existing service. That keeps the notes, the assignment, the agreement and the history attached to it, and it notifies the worker that the time moved. Cancelling and recreating leaves a cancellation on the record that did not really happen, which then shows up in your delivery and cancellation reporting.

Can I cancel a service that has already been completed? The form will let you, but you should not. A completed or verified service has been delivered, so a cancellation is the wrong record for it. If it was billed in error, correct it through billing rather than by changing the status. The same applies to editing the time of a completed service: nothing stops you, and nothing warns you, so take care on a shift that has already been delivered or claimed.

Does cancelling notify the assigned worker? No. Message them yourself. Changing the time of a service does notify them.

Can I cancel from the scheduler board without opening the service? No. The tile's "..." menu offers Edit, Reassign and Offer to team only. Use Edit from there, which opens the service straight into the editable form, then set Status to Cancelled.

A client is pausing for three weeks. What is the safest way? Use Cancel series from this date at the start of the pause, then set the pattern up again from their return date. For a short pause over a handful of visits, Cancel this occurrence only on each one leaves the original series intact, which saves rebuilding it.

Next steps

• Managing recurring jobs: setting up and changing a repeating pattern
• Using the scheduler board: where cancelled services appear on the roster
• Handling conflicts and roster gaps: covering the gap a cancellation leaves

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