Editing and Canceling Transports

There may be times when circumstances change and impact a scheduled transport - maybe your rider’s appointment was canceled or they need to be picked up at a different location. In this article, you will learn how to easily edit or cancel existing rides for your organization all within the Roundtrip portal.

To edit or cancel a scheduled transport, you will first need to confirm that your currently assigned group aligns with the group the transport is booked under. If your groups are not aligned, you won't be able to proceed with editing or canceling the transport.

To confirm the group the transport is booked under, you can review the Trip Details page. Navigate to the specific transport within Roundtrip. First, there will be a banner at the very top of the page which will display which group it was booked under. If no group is listed, your account is already under the correct group.

You can also verify the group the ride was booked under by expanding the “Facility” tab in the Trip Details and confirming the requesting facility name.

To confirm your currently assigned group, view the group name listed in the upper right corner of the portal.

To update your current assigned group, simply click on this field to reveal a dropdown menu. This menu will include all of the groups that you have access to within your organization. You can scroll to find the appropriate group or use the search feature to easily find a specific group.

Once you’ve found the appropriate group, simply click on the group name to align yourself to that group. You’ll receive a confirmation banner to confirm the group change and you will see the updated group name in the upper right corner.

To edit a ride, first navigate to the “Trip Details” page for the ride in question. Depending on the type of ride edit you need to make, the next steps may vary:

If you need to change only the requested ride time, you can do so by simply clicking the “Change Ride Time” button at the top of the page.

This will open a pop-up window for you to choose the new ride time. You can choose to set a pickup or drop-off time. Once you’re satisfied with your selection, click “Update” to save your changes and the new ride time will be set.

For all other edits needed, click the “Edit Trip” button at the top of the page.

This will navigate you to the Book Trip Flow for this particular ride. You’ll be prompted to advance through each step of the booking flow to continue. Make the appropriate edit needed and advance to the final step of the booking flow. Once on the final step, click “Book Trip” to save your changes.

Once a ride is edited, the next steps may vary slightly depending on what information was edited, the vehicle type, and whether the ride was assigned or not prior to the edit.

First, let’s take a look at edits to a ride’s “critical attributes”. A critical attribute is a key characteristic of a ride that is essential for fulfillment and successful provider assignment. If a critical attribute is edited, this can significantly impact the ride and a Transportation Partner’s ability to fulfill the transport. In Roundtrip, these critical attributes include:

Next, let’s consider some of the scenarios where an edit may impact a scheduled transport:

To cancel a ride, first navigate to the “Trip Details” page for the ride in question. Click on the “Cancel” button near the top of the page.

This will open a pop-up window for you to cancel the ride. Depending on how the trip is scheduled, you may have multiple options available to you:

For One Way Rides

If your rider is only scheduled for a one way ride, you will only be prompted to cancel the individual ride.

For Round Trip Rides

If your rider is scheduled for a round trip, you can choose to cancel just the individual ride or both legs of the round trip by clicking the tabs at the top of the pop-up window.

For a Repeating Ride Series

If your rider has a repeating ride series booked, you can choose to cancel just the individual ride, the entire round trip (if applicable), or the entire ride series by clicking the tabs at the top of the pop-up window.

Regardless of the cancelation option you selected, you will be prompted to select a reason for the cancelation from the dropdown menu titled “Reason”. You may expand upon that reason in the free-text field labeled “Additional Information”. Once you’re satisfied with your selection, click “Cancel ride” to save your changes. The ride will then move to the “Canceled” tab within Roundtrip. The rider and Transportation Partner (if one is assigned) will receive a notification regarding the cancelation.