If you cannot attend a shift, cancel in the Coople Jobs app as soon as you know. Contacting the company or Coople does not replace cancelling in the app.
Cancel your shift in the app
Open the scheduled shift in the Coople Jobs app.
Select the option “I can’t attend”.
Choose the reason that best describes your situation.
Review the effect on your reliability, badge, and shift access.
Confirm the cancellation.
Cancelling earlier gives the company more time to find a replacement and has a smaller effect on your standing.
What if I applied but have not been scheduled yet?
If you have applied for a shift but the company has not scheduled you, withdraw your application as soon as you know you are no longer available. Withdrawing an application before you are scheduled does not create a cancellation or affect your reliability.
Once the company schedules you, you are committed to the shift. If you can no longer attend, cancel the scheduled shift in the app.
Should I also tell the company?
If the company or Coople has specifically asked you to contact them directly, do so. Otherwise, always report through the app first. A call, message, or email to the company does not remove you from the shift and does not replace cancelling in the app.
If you ask the company to cancel for you, or the company reports that you did not attend, it will still be recorded as your cancellation or no-show and will reduce your reliability. Always cancel in the Coople Jobs app, even if you also contact the company or Coople.
What if I am sick or have an emergency?
Cancel in the app as soon as you can and select the reason that truly applies.
Do not wait for evidence before cancelling. Cancel first, then obtain and upload the document through the appeal flow.
If you are sick
A doctor's certificate is required from the first day of absence.
The certificate must be issued no later than 3 days after the first day of absence. If it is issued later, the certificate date is treated as the first day of illness.
The certificate must be from an in-person doctor's appointment. Certificates issued after telephone consultations and online practices are not accepted.
This doctor’s certificate must be issued no later than 3 days after the first day of absence. Otherwise, the day on which this certificate was issued is deemed to be the first day of absence due to illness.
Submit the certificate through the appeal flow in the app.
When you cancel in the app, the hiring company is informed and Coople can begin looking for a replacement.
If you fall ill during a shift, you may qualify for daily sickness benefits. A doctor's certificate is also required in this case.
Appeals and sickness-benefit claims are separate
Uploading a doctor's certificate to an appeal allows Coople to review the effect on your reliability. It does not automatically start a daily sickness-benefit claim.
To request daily sickness benefits, complete the separate sickness report form. Accounting will check whether you are eligible and contact you.
If you have another emergency
After cancelling, open the event in your reliability history and submit an appeal. Explain what happened and attach supporting evidence where possible (hospital documentation, accident report, proof of a transport disruption, etc.).
What if the company asks me to cancel?
If you agree not to work that day, cancel the shift in the app and select the reason showing that the company asked you to cancel. Keep the company’s message or other confirmation. You can also refuse to cancel if you prefer not to. The company will then do itthemselves.
Then appeal the cancellation from your reliability history and attach that evidence. Coople will verify what happened with the company. If confirmed as a genuine company-initiated cancellation, it should not affect your reliability.
What if I cannot use the app?
Contact Coople Support via info.ch@coople.com as soon as possible and explain why you cannot cancel in the app. If possible, keep screenshots or other evidence of the technical problem.
How will cancelling affect my standing?
An early cancellation (60+ hours) has a smaller effect than a late cancellation.
Several early cancellations can lower your reliability enough to lose a badge.
Outside Recovery Mode, an early cancellation does not cause suspension. If you are already in Recovery Mode, any cancellation - including an early one - leads to a one-month suspension.
A late cancellation less than 24 hours before the shift has a stronger effect and may affect your badge or shift access.
Cancelling late is still better than not attending without cancelling.