Handle crew problems and add-on requests

Crew problems and add-on requests show under From the crews on Today. Open the job to approve or decline an add-on, deal with a no-show fee, or adjust the crew's time.

Before you start

You are signed in as the owner or a dispatcher. The crew sends these from the crew app (see Use the crew app).

Steps

1. On Today, find From the crews. A red row reads "Problem:" followed by Customer not home, Can't get in or Unsafe, with the job, crew and any crew note. An amber row reads "Add-on requested:" with the add-on. Select the row to open the job.
2. Call the customer if you need to. For a problem, the stop's chip on Crews today reads Problem until the crew taps Arrived; there is no button on the office side to clear it.
3. For Customer not home or Can't get in, a timer runs. When the arrival window ends plus the shop's No-show grace minutes (owner setting, under Crew app in Settings), the job becomes No show by itself. Unsafe never starts the timer. To decide sooner, select No-show on the job, then Mark no-show.
4. A no-show queues a fee; nothing is charged. Find it under Fees on the job, or under Fees to review on Today. Select Confirm and charge, or Waive and write a Reason. A failed charge shows Retry charge.
5. For an add-on request, open Add-on requests on the job. The card says Waiting for approval and shows the crew note. Get the customer's agreement first, then select Approve.
6. In the box, fill in What the customer agreed to and How they agreed (in person, by phone, by email or another way). Change Price ($) if needed. Select Approve add-on. Select Decline instead to refuse it.
7. To fix hours, open Time on the job. Select Adjust next to the cleaner, edit Clocked in and Clocked out (leave blank if still working), write Why the change, and select Save time.

What happens next

An add-on row leaves From the crews once you approve or decline it, and a problem row once the crew taps Arrived. An approved add-on raises the job's price by the amount shown. An adjusted entry is marked Adjusted with your note.

If something goes wrong

• "Write what the customer agreed to before approving." Fill in both consent fields.
• "This job is already paid or charging, so its price can no longer change." The add-on cannot be approved after payment.
• "Clock-out must be after clock-in and within 16 hours." Correct the times.
• "This fee has already been decided." Someone else handled it; refresh.

Related

Read the Today page · Use the crew app · Pay your cleaners from the Payouts report