Cancellations and Penalties
Cancellations due to supplier unavailability affect everyone involved in Poptop, including our clients and our supplier community. For this reason, suppliers cancelling bookings on Poptop will lead to certain penalties.
In this section, we’ll explain the circumstances that might lead to cancellation penalties, what you can do to avoid them, and what to do if you incur penalties.
WHY MIGHT I GET A CANCELLATION PENALTY?
Cancellation penalties are incurred when suppliers cancel a booking due to ‘supplier unavailability’. This means that, when the booking was made by the client, a supplier’s Poptop calendar was not fully up-to-date, and they were unable to honour the booking made through Poptop.
If a booking is cancelled by the client, you don’t need to worry. Suppliers will never be penalised for cancellations made by clients.
WHAT ARE THE PENALTIES FOR CANCELLING A BOOKING?
Cancelling bookings negatively affects your visibility and reputation on Poptop. We’re constantly monitoring supplier cancellations on our marketplace, using an algorithm that updates our records every 24 hours.
For every booking you cancel on Poptop, you will drop one place in Poptop’s search rankings. This means that cancellations ultimately result in fewer clients seeing your services.
Suppliers that sustain unusually high cancellation rates have a hugely negative impact on Poptop, our clients, and our suppliers, and so actions will be taken to suspend their visibility on our catalogue. Suppliers with a cancellation rate of 25% or higher will have their Poptop profile banned until updates are made to their Poptop calendar. If poor cancellation rates continue, we reserve the right to remove suppliers from the Poptop catalogue.
HOW DO I AVOID GETTING PENALTIES?
It’s really easy to avoid penalties on Poptop. You just need to keep your calendar 100% up to date, so that cancellations due to unavailability are avoided. The good news is, we’ve made calendar upkeep easier than ever. You can sync your main external diary to Poptop’s calendar, meaning you’ll never end up double-booked. You can also update your availability manually via your Poptop supplier account.
Maintaining a low cancellation rate has added benefits, too. It will push you higher up Poptop’s search rankings, meaning suppliers who honour their Poptop bookings will generate greater visibility on our catalogue.
CAN I RECOVER MY CATALOGUE POSITION AFTER I’VE INCURRED PENALTIES?
Absolutely. Honouring all your Poptop bookings will have you climbing back up the rankings in no time. Again, the best way to do this is to sync your external calendar, and regularly check that your availability is 100% up to date.