The question
If a customer cancelled on you and your "% of jobs completed" dropped anyway, that's working as designed — and no, it can't be corrected afterwards. Here's what counts, what doesn't, and what to do if a job is recorded wrong.
How it works
"% of jobs completed" is completed jobs divided by scheduled jobs. A job that doesn't get completed counts against it — a skip, a cancellation — whoever caused it. A customer cancelling counts. Support cancelling on their behalf counts. A reschedule you make lowers it too, though a move to the next day usually doesn't count. If the customer changes the day of a visit, it lowers it as well, even once you complete the visit on the new day.
"% of jobs canceled" works differently. It counts a property you drop, a job that goes to another Pro because a visit wasn't completed in time, and a customer asking for a different Pro after reporting the job wasn't done. A customer cancelling their service doesn't count against it. Neither does a reschedule or a day change. So one event can move one number and not the other, which is where most of the confusion comes from.
Only lawn mowing jobs count. Your tier numbers come from your lawn mowing jobs, so a bush trimming that's cancelled doesn't change them.
You don't need a perfect record on any metric to hold your tier. Each tier has its own "% of jobs canceled" bar, shown on "How does the Tier System work?" (Gold: "8% or less job cancellation rate"). Your own number is on the "Statistics" card on "Performance." Tier itself updates quarterly for Engaged Pros, so no single job moves you.
What you control
Metrics can't be corrected, by anyone. There's no review window, no 48-hour period, no escalation that reverses one. If you've been told to contact Support within some number of hours to get a job reviewed, that was wrong — that path doesn't exist.
Support can explain, not fix. An agent can tell you how a metric is calculated and why yours moved. They can't adjust it, and neither can anyone above them. That's a real limit, not a first-line brush-off.
A non-completion counts toward "% of jobs completed," whoever caused it. Customer-initiated, Support-initiated, weather, your own. This is the part Pros most often find unfair, and it is genuinely how it works.
One event won't move your tier. Tier updates quarterly. A single bad day shows up in a metric long before it shows up in a tier, if it ever does.
What to do
- Check which metric moved. Open the menu (three lines, top left) and tap "Performance." On the "Statistics" card, find "% of jobs completed" and "% of jobs canceled," and tap either one to see its details. They behave differently.
- If a customer cancelled their service and "% of jobs completed" moved, that's expected. "% of jobs canceled" should not have.
- If a job is recorded wrong, like a cancellation that didn't happen, contact Pro Support in the app with the job date and address. A wrong record is worth reporting even though a correct one can't be adjusted:
- Open the menu (three lines, top left) and tap "Support."
- Tap "Send Message."
- Under "What is the issue you're experiencing?" and "Please provide more information," give the job date, the address, and what happened.
- Tap "Submit."
- Otherwise, check your own number against your tier's bar on "How does the Tier System work?" You don't need a perfect record to hold your tier.
What you need to know
- % of jobs completed — completed ÷ scheduled. A cancellation or a skip counts whoever caused it. A reschedule you make and a customer's day change lower it too.
- % of jobs canceled — a separate metric. It counts a property you drop, a job that goes to another Pro because a visit wasn't completed in time, and a customer asking for a different Pro after reporting the job wasn't done. A customer cancelling their service isn't counted.
- Tier bars — each tier has its own bars, shown on "How does the Tier System work?" Your own numbers are on the "Statistics" card on "Performance."
- Your tier — updated quarterly, not per job.
If something goes wrong
The customer cancelled — why did my "% of jobs completed" drop? "% of jobs completed" counts a job that wasn't completed, whoever caused it. "% of jobs canceled" is the one that doesn't count a customer cancelling their service.
Can Support fix it? No. Metrics reflect what the system recorded, and there's no path to adjust them. An agent can walk you through how it was calculated. If a job is recorded wrong, like a cancellation that didn't happen, contact Pro Support in the app with the job date and address (see "What to do" step 3 for the steps).
Told to call within 48 hours? That guidance was wrong. There's no review window, and there never was one.
Tier dropped over something outside your control? Tier updates quarterly for Engaged Pros, and you don't need a perfect record on any metric to hold your tier, so one event won't move it on its own. If your numbers look wrong rather than unlucky — an event recorded that didn't happen — contact Pro Support in the app with the job date and address, because that's a different problem.
Your outcome
Knowing which metric moved and why saves you chasing a correction that doesn't exist. You don't need a perfect record on any metric to hold your tier, and tier only moves quarterly for Engaged Pros — so a rough week is rarely the thing that decides where you land.
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