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