RunLoyal Support
Created Dec 22, 2023Guide to Processing Cancellations and Adding Deposits as Revenue
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Go to your RunLoyal staff portal on a Google Chrome browser. **All settings-related items must be updated while on a desktop or laptop.
0 Steps
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Locate the Pet Owner's Page
1 Step
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Initiate Cancellation and Provide Cancellation Details
4 Steps
2
Click on the overflow menu (usually represented by three dots.) on the associated appointment.

4
Type a clear message explaining the reason for cancellation.Check the box labeled "Notify pet owner" to ensure they receive a notification.Click the "Cancel Appointment" button to proceed.
***You can also leave blank and select cancel appointment if a notification is not needed.

5
You will receive a prompt regarding the associated cancellation fee that is tied to the appointment if there is one. Click on "View Invoice" to access the invoice associated with the canceled appointment.
****If you do not have a cancellation fee set up, you would be able to click on the three-dot menu option once again next to the associated appointment and select "View invoice" to bring up the same screen.

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Add Deposit to Revenue
7 Steps
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While in the cancelled invoice, click on "Balance Options."

8
Choose the appropriate reason for adding the deposit to revenue (e.g., cancellation, no show, or other).
***Other option requires an associated staff note/reason why for auditing/reporting purposes.

9
Click on "Add Revenue" to finalize.

10
Once added, the invoice would be zeroed out where you can now select the "Close Invoice" to finalize the process.

11
Confirm by clicking "Mark as Closed."

12
Return to the pet owner's page.You should now see that the appointment has been successfully canceled, and the deposit has been correctly added to revenue for reporting purposes.

Well done!
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