Report a problem or hand a job back

Sending a report

1. 1

   Open the job and, under More actions, tap Report a problem / hand this job back

   

2. 2

   Choose what happened

   • I can't do this job - hand it back (illness, van trouble, can't get there in time)
   • Accident or damage
   • Customer won't pay
   • Customer refused the work
   • Something else
3. 3

   Say what happened and tap Send to the office

   Everyone in charge at your company gets an email straight away.

If you couldn't complete the job

• your company approves or declines it on the job. You get an alert, a text and an email either way.
• If they approve, the job is closed with nothing charged and no pay for it - you're paid for jobs that are completed. The customer is emailed that the booking is cancelled.
• If they decline, the job stays open and their reply says what to do next.

1. 1

   Open the job and, under More actions, tap Couldn't complete this job

2. 2

   Choose why

   The customer refused or changed their mind, not suitable for the work, nothing to do / no fault found, couldn't get access, or something else.

3. 3

   Say what happened and tap Ask the office to close it

   Add photos in Job notes & photos if they help. Don't take payment.

When the office replies

• Their reply shows at the top of the job, under your report. You also get a phone alert (if job alerts are on), a text and an email - tap it to open the job.
• You can answer each reply once, straight from the job - for example "Thanks" or "The customer changed his mind". The office is told at once.
• When they mark it done, the report folds away on the job. If you answer after that, it opens again for them.
• It's for that job only - for anything else, use Need help? › Message your company.

Good to know

• Handing a job back does not cancel it. It stays on your list until your company moves it or gives it to someone else - and they tell the customer.
• The customer isn't told anything by your report.
• If someone is hurt or the customer is waiting, phone your company as well.
• For damage, take photos in Job notes & photos too.
• If your company records vehicle details: With vehicle details, that button is called Job card.