How Customers Can Reschedule or Cancel Jobs Through the Portal

How Customers Can Reschedule or Cancel Jobs Through the Portal

When a customer needs to change or cancel an upcoming appointment, they don't have to call you or send a text and wait for a reply. Lawnager's client portal lets customers reschedule or cancel jobs on their own — saving you time and giving customers the flexibility they expect.

This article explains how the self-service rescheduling and cancellation flow works from your customer's perspective, and what you'll see on your end when they make a change.

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What Customers See in the Portal

When a customer opens their unique portal link, they'll see an Upcoming Job card near the top of the page. This card shows:

• •The service name (e.g., "Weekly Lawn Mowing")
• •The scheduled date and time
• •The assigned crew member

Directly on that card, they have two options: Reschedule and Cancel.

Tip: Every customer gets a unique portal link — no password required. You can resend their portal link from the Customers page by clicking their name and selecting View Portal.

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How Rescheduling Works

When a customer taps Reschedule, they're walked through a simple two-step flow:

1. •Pick a new date — A date picker lets them choose any upcoming date.
2. •Select a time preference — They choose from Morning, Afternoon, or Anytime.

Once they confirm, the job is flagged in your Jobs list as needing rescheduling. It does not automatically move to the new date — you stay in control of your schedule. Use the Calendar drag-and-drop or the Smart Schedule tool to officially slot the job into your route.

Important: Rescheduling through the portal is a request, not an automatic calendar change. You'll see the customer's preferred date and time preference on the job, but the final scheduling decision is yours.

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How Cancellations Work

When a customer taps Cancel, they're asked to confirm the cancellation. Once confirmed:

• •The job status changes to Cancelled in your Jobs list
• •You'll receive a notification (if cancellation alerts are enabled in Settings → Notifications)
• •The job is removed from the crew's field app route for that day

Cancelled jobs stay in your Jobs list under the Cancelled tab so you have a full record.

Tip: If a customer cancels a recurring job, only that single occurrence is cancelled — the recurring schedule stays active. You can manage the full recurring schedule from Jobs → Schedules.

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What You'll See on Your End

After a customer reschedules or cancels, here's where to find the updates:

• •Dashboard — The action alert banner will surface jobs that need attention, including rescheduled requests that haven't been confirmed yet
• •Jobs list — Cancelled jobs appear in the Cancelled tab; reschedule requests show the customer's preferred new date in the job details
• •Calendar — Cancelled jobs are automatically removed from the calendar view

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Common Questions

Can I disable rescheduling or cancellations in the portal? Not currently — these self-service options are always available to customers who have portal access. You can remove portal access for a specific customer by toggling it off on their customer record in Customers.

Will my crew be notified if a customer cancels? Yes — if the job was already assigned and on a crew member's route, it will be removed from their field app automatically once the cancellation is confirmed.

What if a customer cancels a job with an unpaid deposit? Deposit refunds are handled separately through the Disputes flow. The cancellation itself does not automatically issue a refund. See the Disputes & Refunds help article for details on processing deposit returns.

Does rescheduling affect recurring schedules? No. Rescheduling a single job only affects that occurrence. Your recurring schedule template is unchanged.