Get it done!
Greetings from Service Universe!
Your customer is prepared to receive your service or complete tasks. Service Universe ensures your control throughout the process. This section is designed to outline the expected progression of events and what actions you need to take at each step.
Preparation
Preparation is the key to success. Please ensure that you have completed the following checklist:
Confirmed appointment.
Prepared appropriate tools and equipment.
Allocated adequate time for travel and work.
Ensured your mobile device is charged (it's required for managing requests and communicating with the customer).
Start request
Let's get started! Open the 'Confirmed Jobs' tab, select the request, and click on 'Start Request'. Immediately, a warning message will appear: 'Attention! Clicking OK will prevent you from starting another request until this one is finished. Ensure the Customer has accepted the Appointment as well.'
Starting a request signifies that you're ready to proceed. This step initiates the request and prompts a notification to the customer. Please note that the platform will initiate a customer's credit card hold authorization simultaneously. You will receive an instant notification of the hold status.
If the hold attempt fails, the customer can update their payment method information and manually authorize the hold. The provider can then decide whether to proceed without a successful hold authorization. Please refer to the instructions provided in the email.
Arrived at location
The provider must update the job status upon arrival at the customer's location or when they arrive at yours for service delivery. The customer will be notified instantly.
If you haven't received a notification confirming hold authorization success, we recommend discussing this with the customer before commencing the work.
Work started
After meeting the customer or arriving at the work location, take a few good photos of the work site. If everything looks correct, click on 'Work Started' and upload the photos.
It's important to note that logging the start of work is a requirement and provides protection in case of a dispute.
Customers are expected to assist providers with access to the work site, including supplies and any mission-critical information. Checking the work progress is expected, but boundaries should be respected. Please discuss the customer's presence at the work site directly and prioritize safety.
As a provider, you have control at any time. You can choose to finish or interrupt the ongoing service request. For more details, please check the 'Finish Work' and 'Service Interruptions' sections below.
Finish work
Tip: After completing the work, take a few good photos of the work site and completed deliverables.
Request Finished
Most jobs will be completed as planned. Updating the status of the request immediately after finishing the work is one of the provider's responsibilities. If everything is complete, click on 'Request Finished' and upload the photos.
Partial Completion
Not everything always goes as planned, and sometimes you may run out of time. Don't worry, we have a solution for that. You can use the 'Partially Completed' feature to declare partial completion and defer the remaining work until the next day. Follow the prompts on the screen to complete the steps. In this case, apply an appropriate invoice discount as needed, then issue the invoice. Customers may also use the 'Invoice and Defer' option; however, in this case, the invoice will be drafted based on the full price or the actual duration.
Change Orders
Some fixed-price requests may turn out to be larger than planned. You can use the 'Partially Completed' feature to create a change order. The completed portion will be invoiced, and a clone of the original request will be created and assigned to you directly. The customer can update the price and due date of the new job request as needed. The provider can submit a bid, which the customer can accept as usual.
Hourly Rate
For hourly-priced requests, the platform may impose limits on duration. If the request exceeds this limit, both the duration and final price will be reduced accordingly. If parties agree to extend the workday beyond the limit, we strongly recommend using the 'Partially Completed' functionality, as outlined in the Partial Completion section.
Any material contract changes made outside the platform and not documented within the platform will be considered a breach of the contract and the terms and conditions.
In all the scenarios mentioned above, the customer will be notified promptly.
Service interruptions
Customers have the option to complete or interrupt an ongoing service request. The provider will receive an immediate notification.
Customers are advised to discuss any unplanned service interruptions with the provider first. In case of a disagreement or dispute, both customers and providers should rely on the Resolution Portal options.
Invoicing
It's time to get paid! Once the work is finished, a draft invoice will be generated instantly. Please review the draft, apply any discounts or partial refunds as needed, then submit the invoice. The customer will be promptly notified. If you need to make changes to a previously submitted invoice, reset the draft, make the necessary changes, and submit a revised invoice while it's pending customer payment.
Customers are expected to submit payment for the amount due at their earliest opportunity. If payment for the invoice is delayed, the platform may collect the payment by applying the hold authorization. Please refer to the Invoices and Payouts section for more information.
