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Rescheduling and canceling moderated interview studies

  • Updated

Researchers can now request to reschedule moderated interviews for both their own participants as well as panel participants. If you are no longer able to make a scheduled interview, you can easily request a participant to reschedule your interview to a different date whether the participant is your own or one procured via panel.

When requesting to reschedule a moderated interview, make sure your availability in Maze is up to date so that participants can select a time that works best for both parties. See here for more information on managing your calendar in Maze.

 

In this article:

Before you start

  • To reschedule an interview, you need to request the participant to reschedule by selecting a new date and time for the interview. You cannot reschedule without a participant’s approval.
  • You cannot reschedule panel interviews less than 4 hours before the scheduled interview time. You will only be able to cancel the interview slot. 

Who can use this feature

Reschedule your Interview

To get started, navigate to the Recruit page for your moderated study and select the Scheduled tab of the participant status tracker. 

After locating the interview you need to reschedule, click the three dots on the right of the interview card to pull up a menu of options.

Then click on Request to reschedule, provide a reason for rescheduling, and submit your request. This will send a reschedule request email to the participant and move them back to the Invited status.

The participant will then receive an email requesting them to choose a new time for their interview. The participant will also be able to see the reason provided by you, the researcher.

Please note, for your own participants, this email comes from Maze, and for panel participants, the email will come from the panel provider. 

After clicking the reschedule link, the participant will be taken to the scheduling page where they can select a new time that works for both them and the researcher. 

Once confirmed, both the participant and the researcher will receive a confirmation email informing them of the newly scheduled interview. With your own testers, they will also receive an updated calendar event. 

Can I reschedule interviews with participants after they've been scheduled?

Yes! You can now request participants to reschedule their moderated study interviews to a new time that works better for you. You can request to reschedule interviews for both your own participants and also participants hired through a panel. 

How do you request to reschedule?

Navigate to your study's Recruit page and click on the Scheduled tab.

Find the interview you need to reschedule and click the three dots menu.

Select Request to reschedule. Please note, you'll need to provide a reason for the change.

What happens after I request to reschedule?

After requesting to reschedule, you will receive an email confirming that your reschedule request has been sent to the participant.

The participant will then receive an email with your reschedule request and be moved back to Invited status. 

They can then select a new time from your available calendar slots.

How will I know if a participant reschedules? 

If a participant has rescheduled, you'll receive an email notification confirming that the participant rescheduled that will include the new interview details.

Check the Scheduled tab to see the updated details.

Is there a deadline for rescheduling interviews?

For participants sourced via a Recruitment Link, Prompt, or Reach, there is no deadline to send a reschedule request. 

For participants sourced via panel, there is a deadline: interviews can only be rescheduled up to 4 hours before the original interview time. After that window closes, you won't be able to reschedule the interview, only cancel it. 

What happens if a participant does not respond to my reschedule request?

If the participant doesn't reschedule within 7 days, the original interview will be automatically canceled and the participant will remain in the Invited status.

Will it cost extra to reschedule an interview?

No, it does not cost anything extra to reschedule an interview. 

Please Note: For panel participants, if you don’t reschedule within 4 hours of the interview start time and need to cancel the interview, the participant will be paid for the interview through Respondent. 

Cancelling your Interview

Similar to requesting to reschedule, to cancel your interview, please go to your study's Recruit page and click on the Scheduled tab.

Find the interview you need to cancel, click the three dots menu, and select Cancel session.

What happens after I cancel the interview?

After cancelling your interview, you will receive an email confirmation that your interview has been canceled. The participant will also be notified that the interview has been canceled. 

Is there a deadline for cancelling interviews?

While you can cancel an interview at any time, whether you are charged for the interview depends on what type of participant you are interviewing and when you cancel. 

For participants sourced via shared link, Prompt, or Reach: you can cancel anytime for no charge, subject to your own reimbursement policies.  

For participants sourced via a panel provider: whether you are charged for the interview depends on when you cancel. 

  • Less than 4 hours before the scheduled time: The participant will still receive full payment through Respondent, and the interview will be marked as Canceled in the No shows & cancellations section under the Scheduled tab.
  • More than 4 hours before the scheduled time: No payment is issued to the participant, and the interview will simply appear as Canceled in the No shows & cancellations section.

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