Help & Support

How can I cancel or reschedule a confirmed participant?

We understand that schedules change. However, we want to make sure that we provide a good experience for all involved, including researchers and participants. 

Before we talk about how to cancel confirmed participants, it's important to share our cancellation policy and potential fees you may incur.

Cancelation Policy

Whenever possible, provide 24 hours notice to participants who you need to cancel or reschedule. If a researcher does not show to a confirmed session, the participant will be issued 25% of the incentive at the researcher's expense.

Cancelation Fees

To ensure we are considerate of a participants time, we issue an "inconvenience fee" to those who are canceled or rescheduled, but unable to make a new time. This inconvenience fee is 25% of the incentive.

If you cancel a confirmed participant, you will be charged the inconvenience fee (+ 3% processing fee) and the recruit fee for that individual that we booked for you. This will be added to your final bill.

For example, an upcoming study recruiting consumers is paying a $40 incentive. If a confirmed participant is canceled, the researcher will incur a $30.30 charge for this participant. This includes the recruit fee ($20), the inconvenience fee that's sent to the participant ($10), and a 3% processing fee on top of that partial incentive ($0.30).

Now that that's covered... Here's how to cancel and reschedule participants:

First, you'll want to log into your account and visit your active project. From the menu, go to the Schedule section of your dashboard.

You will be able to remove or reschedule a participant at any time before the session begins.

Canceling Participants:

  • Scroll down to the participant's name, and click "Remove" to the right of their name. 
  • Select the "I no longer want this participant" option.
  • We'll issue the cancelation fee as an Amazon gift card equivalent to 25% of the dollar amount they would have received in compensation, regardless of if the study was set to "Researcher pays" or "UI pays" and regardless of original incentive type.

To remove a participant, select "I no longer want this participant for this study".

Important Note: Whenever you select on behalf of the participant (such as selecting "the participant asked to be removed"), both the participant and User Interviews will be notified.

Rescheduling Participants:

Scroll down to the participant's name, and click "Reschedule" to the right of their name. Select the "I no longer want this participant" option. From here, there are two options.

If you have not agreed on a new date/time, and would like the participant to select a new session:

  • Click the button that says "Ask the participant to select a new time."
  • The participant will receive an email asking them to select a new spot.
  • If they select a new spot, we will not issue them the inconvenience fee.
  • If they don't select a new spot or can no longer make it, they'll earn the inconvenience fee.
  • We'll issue the cancelation fee as an Amazon gift card equivalent to 25% of the dollar amount they would have received in compensation, regardless of if the study was set to "Researcher pays" or "UI pays" and regardless of original incentive type.

If you have agreed on a new date/time, you can reschedule the participant yourself.

  • Select a date and time from the list of options.
  • The participant will receive the confirmation email.
  • If they are willing and able to reschedule, we will not issue them the inconvenience fee.
  • If they don't select a new spot or can no longer make it, they'll earn the inconvenience fee.
  • We'll issue the cancelation fee as an Amazon gift card equivalent to 25% of the dollar amount they would have received in compensation, regardless of if the study was set to "Researcher pays" or "UI pays" and regardless of original incentive type.

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