‍Introduction

When using our solution to book an appointment and request notarization services, it's essential to understand the various status indicators that may appear during the process. One of the statuses you may encounter is "Cancelled." In this article, we will delve into the reasons behind a "Cancelled" status and provide insights into how to navigate this situation.

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‍Understanding the Notarization Process

When a user books an appointment for notarization services through our platform, they will receive a price quote via email. It's important to note that the notarization request is not finalised until payment is made. Payment should be completed within a 24-hour window before the scheduled appointment time.

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Reasons for a "Cancelled" Status

• Non-Payment: The most common reason for a "Cancelled" status is the failure to make the required payment within the 24-hour timeframe, i.e. 24 hours prior to the scheduled appointment time. Our system automatically cancels notarization requests if payment is not received in time. This ensures that notaries are not kept waiting unnecessarily and that the appointment slots can be made available to other users.
• Payment Rejection: When a payment is unsuccessful, the appointment remains unconfirmed and stays in the 'Quote received' state. In this scenario, customers have the option to attempt the payment again. However, it's important to note that for certain payment methods, such as bank transfers (SEPA), the transfer of funds may not be immediate. These transactions can take up to 3-4 days to process. If a transaction is initially successful but we do not receive the funds within a 24-hour period, specifically 24 hours before the scheduled appointment, our system will automatically cancel the appointment. 

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What to Do If Your Status is "Cancelled"

If you find your notarization request marked as "Cancelled" on your dashboard, don't worry; you can take the following steps to address the situation:

• Review Payment: Check your payment method and ensure that there are no issues or discrepancies. If necessary, update your payment information to ensure a successful transaction.
• Reschedule: If your request was cancelled due to non-payment within the 24 hour timeframe, you can reschedule your appointment afresh.
• Contact Support: If you encounter any issues or need assistance, our customer support team is ready to help. Feel free to reach out for guidance or clarification on the cancellation.

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Understanding the status indicators on our solution, including "Cancelled," is crucial for a smooth notarization experience. Remember that payment completion within the 24-hour window is essential to avoid automatic cancellations. If you encounter a "Cancelled" status, follow the recommended steps to address the situation promptly, ensuring that you can proceed with your notarization request without any further delays.

For any further assistance, please contact our Customer Support team at: support@legitify.eu

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