What if the client had decided to cancel their question?

The “I want to cancel this request” link in the Check question” screen allows for requests to be cancelled by the client if they no longer require the information.

When you click on that think it provides a summary of the question it is about to cancel.

System Responds with a Cancellation Confirmation Request

In most instances, RefTracker places a confirmation step into processes that will result in irreversible changes.

Here you can see that RefTracker, is asking that the client to confirm their desire to cancel their question, before the cancellation actually occurs. 

The question will NOT be cancelled until Confirm Cancel is clicked on this page, so, if the client wishes to change their mind, they can navigate away from the page, or use the “Manage this question” link in the top left of the page to manage other aspects of the request.

The client can provide a comment about why they are cancelling the question, but they do not have to.

Email to Client Confirming their Cancellation

If the client has requested that contact should be by email, an email is automatically sent to them confirming that they have cancelled their question, and giving them the opportunity to reopen it if it happened to have been cancelled in error.

Email to Staff Notifying of Client’s Cancellation

And as usual the allocated staff member is advised by email of the cancellation, if the question is allocated to a staff member, and the question is cancelled and taken off the Open questions list.  Further, if a notification email has been sent and the question has not been allocated since its arrival, a cancellation email will be sent to the notification email address/es so that staff know that they no longer have to do anything about that question.

If the client has provided a comment about why they cancelled, it will appear in this email.