Cancelling and turning back trips

Plans change. ZeitRide gives you two different tools: Cancel (the trip won't happen, and you keep the record) and Turn back (you're giving a broker-assigned trip back to the broker so they can find another provider).

Cancelling a trip

You can cancel any trip that isn't already finished — finished meaning completed, cancelled, no-show, or turned back.

1. On the Trip List, open the row's three-dot menu and choose Cancel. (Dispatchers can also use Cancel trip in a stop's actions menu on the Dispatch board.)
2. In the Cancel Trip dialog, pick the Reason for cancellation:
   • Member Cancel
   • Broker Cancel
   • Member No Show
   • Duplicate
   • Other
3. Add Notes (optional) for context.
4. Click Cancel trip (or Keep trip to back out).

Round trips: this leg or both legs

When the rider has another leg the same day — the return trip home, or the outbound trip if you're cancelling the return — the Cancel Trip dialog shows it under This rider has another leg on this day, with its time and status. Choose one:

• Cancel this leg only — the other leg stays scheduled.
• Cancel both legs — the other leg is cancelled too, with the same reason and notes.

Nothing is picked for you, so the other leg is never cancelled by accident. The confirm button stays off until you choose, and then reads Cancel this leg or Cancel both legs. This works the same from the Trip List, the Dispatch board (By stop, By trip and Run board), the Unassigned list and rider-text alerts.

A few details:

• The choice only appears while the other leg hasn't started. If it's already underway, completed or cancelled, the dialog shows its status and leaves it alone.
• For a recurring round trip, the other leg follows the same choice you make for this one (this day, a date range, or all future trips).
• If you mark the rider a Member No Show and choose both legs, this leg is marked no-show and the other leg is cancelled.
• If the other leg's pickup turns out to be already marked done, it is left as is and ZeitRide tells you.

Cancelling several trips at once

On the Trip List, select trips and choose Cancel. If any selected rider has another leg that day that you didn't select and that hasn't started, the dialog lists them and asks you to choose Cancel the selected trips only or Also cancel the other leg (or Also cancel these N other legs).

Stops that are already finished (completed or no-show) are never changed by a cancel — they're real, billable records.

If the pickup was already marked done

Sometimes a trip is cancelled after its pickup was already marked done — for example, the member backed out at the door after the pickup was tapped. Cancelling only the rest of the trip would leave the member showing as picked up but never dropped off.

So when the pickup is already done, the Cancel Trip dialog stops and tells you: "The pickup was already marked done at 11:47 AM. Cancelling will undo the pickup too." The confirm button changes to Undo pickup & cancel:

• Click Undo pickup & cancel if the ride didn't really happen. The pickup is undone and the whole trip is cancelled with your reason.
• Click Keep trip if the member really was picked up. Don't cancel — complete the drop-off instead.

Cancelled trips stay visible with a Cancelled badge, count into the day's Cancelled KPI, and still flow to Billing — many payers require cancellations and no-shows to be reported.

Where the reason and note show up

The reason and any note travel with the trip, so whoever looks at it later sees why it was cancelled:

• Dispatch, List board — the note prints on its own line right under the red Cancelled or No-show badge, on both the By stop and By trip rows. Hover the badge for the full reason and who cancelled it.
• Dispatch, Run board — click the trip card to open its detail panel; the Reason and Note lines sit under the cancelled-by line. Hovering the card shows the reason too.
• Trip history — the cancellation entry records the reason (see Trip history).

A note typed by a driver in the driver app (for example with Member not seen) shows in the same places.

Undoing a cancellation

Cancelled by mistake? Use Reinstate trip — on the trip's status controls, in a cancelled stop's actions menu on the Dispatch board, or in the row's menu on the Trip List's Cancelled tab. The trip goes back to pending for that day and you'll see "Trip reinstated." Completed and no-show stops are left as they are.

For a trip that came from your broker, ZeitRide restores it on your side but doesn't message the broker — the confirmation reminds you to confirm the trip with them. A trip the broker itself cancelled, or one you turned back, can't be reinstated.

Turning back a broker trip

Turn back returns a trip to your broker so they can reassign it to another provider. Use it when you can't service a trip the broker sent you — no capacity, out of area, wrong vehicle type.

A few rules:

• Only available on trips that came from your broker, and only when that broker supports electronic turn-backs. If the option isn't in the menu, the trip isn't eligible.
• Only before the trip is finished — you can't turn back a completed trip.
• It cannot be undone. Once turned back, the trip leaves your board and belongs to the broker again.

To turn a trip back:

1. On the Trip List, open the row's three-dot menu and choose Turn back. (Also available in the stop actions menu on the Dispatch board for eligible trips.)
2. The Turn Back Trip dialog explains that the trip will be returned to the broker and removed from your board.
3. Pick a Reason from the list. If you choose Other, add short Details (optional).
4. Click Turn back (or Keep trip).

The trip's status changes to Turned back and it disappears from your dispatch board. The broker sees the turn-back and reason on their side.

Cancel vs. turn back — which one?

Related: NEMT no-show and cancellation logs