The following guide provides a quick reference for cancelling a visit in Lookout and whether the cancellation is chargeable.
The most common scenarios are:
Cancelling a visit without charging the client or paying the helper
Cancelling a visit without charging the client, but the helper is paid for the visit
Cancelling a visit where the client is charged (i.e. Late cancellations) and the helper is paid for the visit
Cancelling a visit where the client is charged, but the helper is not paid for the visit
Cancel a visit without client charge
No helper payment
The following steps explain how to cancel a visit in Lookout without charging the client or paying the Helper.
Cancel an individual visit
Click on the visit from any of the rostering views.
Refer to the visit details panel on the right-hand side of the screen
Scroll to the bottom of the visit details panel and click ‘Cancel visit’ to cancel the visit.
Select the reason for the cancellation from the dropdown menu and add a note.
Click 'Confirm cancellation'
A cancelled visit will appear in orange on the roster.
Bulk cancellations
Visits can be cancelled in bulk using the Daily Snapshots or Punchcards view.
To make bulk cancellations:
Select the visits that need cancelling by ticking the box next to their names
A menu bar will appear at the bottom of the page once a selection has been made
Click the 'Change status' dropdown menu and select 'Cancel visits'
Select a cancellation reason from the dropdown menu and a note that will be applied to all the selected visits.
Click 'Confirm cancellation'
With helper payment
The following steps explain how to cancel a visit in Lookout without charging the client, but the helper is paid for the visit (assuming that the company is paying the helper).
Cancel an individual visit
Click on the visit from the helper's roster
Refer to the visit details panel on the right-hand side of the screen
Click 'Edit visit' in the top right of the visit details panel
Change the member to a Corporate Member. To create a corporate member, click here
Update the visit 'Service' to provide context. For example, changing a 'Domestic Assistance' service to 'Late Cancellation'
Click 'Save'
Optional: to provide further context, add a Should-know to note who the original member was and why the visit has been updated. This note will be visible to the helper on their care app but will not be shared with the original member as it has been reassigned to the corporate member. The visit will also disappear on the member's care app.
Scroll to the bottom of the visit details panel and click ‘Mark as complete’ to check out the visit and ensure a visit invoice is created.
The helper will see the visit details on the care app for the cancelled visit that they will be paid for
Lookout will generate a visit invoice to charge the Corporate Member and include the visit in the payroll report to pay the helper.
Bulk cancellations
Changing the member for a visit cannot be done in bulk. Reassigning to the Corporate Member must be done individually.
Cancel a visit with a client charge
With helper payment
The following steps explain how to cancel a visit in Lookout where the client is charged (i.e. Late cancellations) and the helper is paid for the visit.
Cancel an individual visit
Click on the visit from any of the rostering views.
Refer to the visit details panel on the right-hand side of the screen
Click 'Edit visit' in the top right of the visit details panel.
Change the visit 'Service' to 'Late cancellation' or equivalent. The service for a late cancellation might be named differently by your organisation.
Click 'Save'
Scroll to the bottom of the visit details panel and click ‘Mark as complete’ to check out the visit and ensure a visit invoice is created.
Lookout will generate a visit invoice to charge the member and include the visit in the payroll report to pay the helper.
Bulk cancellations
To do a bulk cancellation with charges:
Select the visits that need cancelling by ticking the box next to their names
A menu bar will appear at the bottom of the page once a selection has been made
Click the 'Edit' dropdown menu and select 'Services'
Change the visit 'Service' to 'Late cancellation' or equivalent. The service for a late cancellation might be named differently by your organisation.
Save the changes
Click the 'Change status' dropdown menu and select 'Mark as complete'
No helper payment
The following steps explain how to cancel a visit on Lookout where the client is charged, but the helper is not paid for the visit
Cancel an individual visit
Click on the visit from the member's roster
Refer to the visit details panel on the right-hand side of the screen
Click 'Edit visit' in the top right of the visit details panel
Change the helper to a Corporate Helper. To create a corporate helper, click here
Update the visit 'Service' to provide context. For example, changing a 'Domestic Assistance' service to 'Late Cancellation'
Click 'Save'
Optional: to provide further context, add a Should-know to note who the original helper was and why the visit has been updated. This note will not be visible to the member on their care app member, and because it’s now assigned to the Corporate Helper, only the admin can see it. The visit will also disappear on the original helper's care app.
Scroll to the bottom of the visit details panel and click ‘Mark as complete’ to check out the visit and ensure a visit invoice is created.
The member will only see the late cancellation charge on the care app as a completed visit with the corporate helper.
Lookout will generate a visit invoice to charge the member. The visit will be included in the payroll report but tied to the Corporate helper instead of the original helper. Visits completed by the Corporate helper can then be filtered out of the payroll report.
Bulk cancellations
Select the visits that need cancelling by ticking the box next to their names
A menu bar will appear at the bottom of the page once a selection has been made
Click the 'Edit' dropdown menu and select 'Services'
Change the visit 'Service' to 'Late cancellation' or equivalent. The service for a late cancellation might be named differently by your organisation.
Save the changes
Click the 'Edit' dropdown menu again, and select 'Assign worker'
Change the helper to a Corporate Helper and save the changes
Click the 'Change status' dropdown menu and select 'Mark as complete'
