Changes, reschedules and cancellations

Where changes come from

A change reaches you in one of three ways. A client with portal access, or a booking link, files a request that lands in the Client requests tab on the Bookings page. A client emails, and 4fleet shows what they asked for on the booking's Overview in Changes the client asked for by email. Or someone phones, and you make the change yourself.

The email card shows each change next to the value on the booking now, with Apply, Reject and, after applying, Undo. It only applies simple changes in one step. A change that can affect the route, availability or price, or a booking with several jobs, is refused there with the reason, and you edit the job instead.

Approving a request is not the change

In Client requests, the Decision queue shows what the client asked for next to the booking as it is now. You can ask a question in Conversation before you decide, then Approve or Decline. The client is told the outcome by email.

Approving never edits the booking. After you approve, open the booking and make the change: Edit job for an address or passenger count, Reschedule for a new time, Cancel Booking for a cancellation. Until you do, the booking still says what it said before, and so does the driver's job. Clients can file requests until 12 hours before pickup; later changes come to you by phone.

Reschedule, then tell the client yourself

Reschedule moves a booking with one job and checks the driver and vehicle for conflicts at the new time. For a booking with several jobs it is disabled; change each job's time with Edit job.

The reschedule window offers Send email notification to client, ticked by default; leave it ticked and 4fleet emails the client the new time. Dragging a booking in the Calendar does not email the client. After a calendar drag, or if you unticked the box, open the Communications tab and select Notify customer.

Cancel and refund on purpose

Your cancellation rules live in Settings > Operations > Deposits & cancellation. They set what the cancel window suggests and what your quotes and confirmations state. Nothing is charged or refunded automatically.

When you cancel with Cancel Booking, read the Refund Policy box first. The Cancellation reason box is required: the button stays disabled until you type one. Canceling tells the assigned drivers and any chosen partners, and emails the client when the booking has a client email address.

Issue refund in that window refunds to the client's card, so it only does something when the booking has a Stripe card payment. If the client paid another way and you tick it, the booking is canceled, no refund is made; a red "Booking canceled, no refund issued" notification follows. In that case open Commercial, go to Refunds, select Issue Refund, choose Record manual refund, and return the money yourself outside 4fleet.