The cancellation reason prompt is a per-opportunity setting that controls whether a user is asked why they are cancelling a shift reservation, and whether that answer is required. The setting lives on the opportunity's scheduling controls and applies to every shift under that opportunity.

Where to find it

1. Open the Opportunity Dashboard.
2. Click Opportunities in the left-hand navigation.
3. Click into the specific opportunity.
4. Go to Schedule, then User reservation settings.
5. Find Cancellation reason prompt and click Edit.

The three modes

• Not prompted: No reason box appears on the cancel screen, and nothing is stored.
• Optional: A reason box appears, labelled Optional. The user can cancel without filling it in. The reason is saved if they enter one, and left blank if they do not.
• Required: A reason box appears, labelled Required. The Cancel button stays disabled until the user types something, so a reason is always saved.

Note: The system default is Required. If the toggle shows Disabled, an admin has set that opportunity to Not prompted, so no reason is collected. Enabled surfaces the Optional and Required choice.

Setting it as an administrator

Admins choose the mode for each opportunity under Schedule, then User reservation settings, then Cancellation reason prompt. The setting is scoped to that opportunity, so different opportunities can use different rules.

Why use it

When the prompt is set to Optional or Required, every cancellation captures the user's stated reason. This gives admins insight into why people drop shifts (scheduling conflicts, lost interest, illness, and so on) so they can spot patterns and improve recruitment and retention.

There is a trade-off to keep in mind. Required guarantees you always get a reason but adds a step to the user's cancel flow. Optional is lower-friction, but you will only get reasons from users who choose to type one. Not prompted collects nothing.

Where the reasons appear

The reason is saved onto the reservation record before the cancellation is processed, so it is preserved for the audit trail. Each cancelled enrollment carries the cancellation reason along with who cancelled and when (user, admin, or system). This information surfaces on the schedule and attendee views.

What the user sees when cancelling

When a user goes to cancel a shift they are booked for, the cancel screen reads the opportunity's setting and behaves accordingly:

• Not prompted: The user simply confirms the cancellation, with no extra step.
• Optional: The user sees a reason box they may fill in, then cancels.
• Required: The user must type a reason. The confirm button will not activate until they do.

This works the same whether the user cancels a single shift, future occurrences, or an entire scheduled series of a recurring booking. The prompt rule is honoured on every cancellation path.

If a Required cancellation is somehow submitted with no reason (for example, the setting changed while the screen was still open), the server rejects it and re-shows the reason box with a validation message, so the cancellation only completes once a reason is provided.

Frequently asked questions

What does the cancellation reason prompt do?
It asks users to give a reason when they cancel a shift, so you understand why cancellations happen.

Is it on by default?
The platform default is Required, but each opportunity can be set independently. A Disabled badge means that opportunity is set to Not prompted.

Can I make giving a reason mandatory?
Yes. Choose Required. The user cannot complete the cancellation until they enter a reason.

Where do I see the reasons users give?
They are saved to the cancelled reservation record, alongside who cancelled and when, viewable from the opportunity's schedule and attendee views.

Does it apply to recurring shift cancellations too?
Yes. Single shift, future occurrences, and full series cancellations all follow the same prompt rule.