Lumary WFM - This article explains how to record when a rostered session is cancelled, whether the cancellation is made by the client or the worker, and how to update the live schedule accordingly.
If a client or worker cancels a rostered session, Lumary allows you to record the cancellation, capture the reason and notice time, and ensure your live schedule stays accurate. You can also see whether the session can still proceed or needs to be rescheduled.
This article explains how to:
Client cancels a session
When a client cancels a session, you can record the cancellation directly from the live schedule. For group sessions, you’ll be prompted to select which client has cancelled.
- Go to the Scheduling tab from the navigation bar. If you don’t see it, open the App Launcher, search for Scheduling and select it.
- On the live schedule, click the session hyperlink to open the full session record.
- Click the dropdown menu in the top-right corner and select Cancel Appointment.
- Select Client and click Next.
- If multiple clients are part of the session, choose the specific client who cancelled and click Next. If there’s only one client, this step is skipped.
- Fill in the cancellation details:
- Enter the date and time the client advised of their cancellation.
- Select a cancellation reason. Lumary applies any billing rules (e.g. notice thresholds or billable percentages) set in your system settings.
- Add an optional note if needed.
- Click Next, review the confirmation message, and then click Confirm to record the cancellation.
- The session status will update to Cancelled for that client. If the session includes other clients, it remains rostered for them.
Tip: If the client who cancelled was the only participant, the session will appear shaded grey on the live schedule and may need to be rescheduled.
Worker cancels a session
When a worker cancels a rostered session, you can record the cancellation and decide whether to assign a replacement worker or reschedule the session.
- From the live schedule, click the session hyperlink to open the session record.
- Click the dropdown menu in the top-right corner and select Cancel Appointment.
- Select Worker and click Next.
- Enter the cancellation details, including:
- Date and time the worker advised of the cancellation
- Cancellation reason
- An optional note
- Click Next and then Confirm to save the changes.
- The session status updates to Cancelled and appears shaded grey on the live schedule.
If the client still requires support, you can create a new session with a different worker or offer the session to available workers.
Reschedule or replace a cancelled session
If a session is cancelled, you can either reschedule it or assign a different worker to maintain service continuity.
- From the live schedule, click New Session.
- Complete the session form to match the original session details and assign a new worker if applicable.
- Save the new session. It will appear on the live schedule under the new worker’s assignments.