Cancelling a viewing keeps a record of the appointment and lets you send an email or SMS to confirm the cancellation. If a viewing is still unconfirmed, you can instead delete it, which removes the viewing and its associated tasks and reminders. If the viewing goes ahead after all, you can reinstate a cancelled viewing.
You'll find the original viewing details in the Timeline for both the property and the contact. The steps below work from the property; the steps are the same from the contact.
Cancelling a viewing
Cancel a viewing when it has already been confirmed, or when you want to send the applicant and owner a cancellation message.
- Click Properties on the main navigation bar
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Select the relevant property from Recent & Favourite Properties
- Alternatively, find the property using the Search Properties bar in the top right
- Click Timeline on the side menu
- Click All On/Off
- Click Viewings
- Click the date and time of the viewing to open it in full
- The Viewing window opens. Click Cancel Viewing
- The Cancel Viewing window appears. Select the reason the viewing is being cancelled, add any Notes, and click Confirm Cancellation
- The Send Confirmation and Set Up Reminders for this Viewing window appears. Click Send All to send an email or SMS message, if required
- Click Cancel if no confirmations are required
Alternatively, open the appointment in the Diary and follow from step 6.
Best practice
Send the cancellation to both the applicant and the vendor or landlord, so everyone knows the appointment is off and nobody turns up to an empty property
Deleting an unconfirmed viewing
Delete a viewing to remove it completely while it's still unconfirmed - for example, an appointment booked in error. Deleting removes the viewing and its associated tasks and reminders.
Note
You can only delete a viewing while it's unconfirmed. Once a viewing has been confirmed, cancel it instead
- Open the Viewing window by following steps 1 to 6 under Cancelling a viewing above
- The Viewing window opens. Click Delete Viewing
- Click Delete to confirm the deletion when prompted
You can also open the unconfirmed viewing from the contact record and the Diary, and delete it using the same method.
Reinstating a cancelled viewing
Reinstate a cancelled viewing when the appointment goes ahead after all, for example if the applicant changes their mind. Reinstating restores the original viewing, so you don't need to book it again and its history stays together on the Timeline.
- Follow steps 1 to 5 under Cancelling a viewing above to show the property's viewings on the Timeline
- Make sure Cancelled is ticked, so cancelled viewings show in the list
- Click the date and time of the cancelled viewing
- The Viewing window opens. Click Reinstate Viewing
A Viewing Reinstated message in the top right corner confirms the viewing was reinstated successfully.
The viewing returns with the status it had before you cancelled it, so a confirmed viewing returns as Confirmed and an unconfirmed viewing returns as Unconfirmed.
You can also reinstate a viewing from the contact's Timeline using the same steps.
Check the viewing's tasks
Reinstating adds new Confirm Viewing with Applicant and Confirm Viewing with Vendor tasks to the viewing, even if it was confirmed before you cancelled it.
- Click the Pending Tasks bar at the top of the Viewing window to see the viewing's tasks
- Once you've let the applicant and the vendor know the viewing is back on, click the tick next to each confirmation task to complete it
Best practice
Contact the applicant and the vendor as soon as you reinstate a viewing, so everyone who received the cancellation knows the appointment is going ahead
FAQs
- Why is my reinstated viewing showing as unconfirmed in the diary?
Reinstating a viewing adds new confirmation tasks for the applicant and the vendor. Complete both Confirm Viewing tasks from the Pending Tasks list in the Viewing window, and the viewing will show as confirmed in the diary.
- Where can I see a viewing's tasks?
Open the viewing and click the Pending Tasks bar at the top of the Viewing window. Each viewing has tasks to confirm the viewing with the applicant and the vendor, and to get feedback from the applicant and relay it to the vendor.
- Can I get a deleted viewing back?
No. Deleting removes the viewing and its associated tasks and reminders completely. If you might need a record of the appointment later, cancel the viewing instead of deleting it.
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Related Help Centre articles that you may find useful.
Booking a viewing via a property