What triggered it
Sometimes the account holder for a job is a landlord or property manager, not the person who lives there — so the occupant you meet may have no idea a service was scheduled. The app has no way to flag a rental or landlord-managed property in advance; you find out on-site.
What to do right away
If the occupant seems unsure or confused, stay calm and show them the job details in your app (address, scheduled service) — that's your proof the visit is real. Give them a few minutes to check with the account holder if they want. Confusion or a request to verify isn't refusal; once they're satisfied or don't object, proceed.
An active refusal is different: a clear "don't do this" or "leave," physically blocking you, locking a gate after being told, or aggression or threats to call the police. The moment that happens, stop — don't keep explaining or try to change their mind.
Who to contact
Go to Tasks → Today's Jobs, tap View job details on the property's card (not the address — that opens driving directions), tap the three dots on the job card, then "Customer told me to leave," then "To skip this mow." Add a note on who told you and what happened — there are no photos to take.
Message your customer through the Inbox so they know what happened. If the occupant flatly denies any service exists, lead with the job details in your app rather than arguing. If they're hostile from the start, leave and skip it the same way. If this keeps happening at the same property, contact Pro Support with the address and the dates you were sent away.
Why it matters
If the occupant doesn't refuse, you complete the job and get paid as normal. If they do refuse, that's a full stop on the job — no payout for the visit, though you may qualify for a trip fee. Skipping it with a note protects your standing by putting the reason on record; it doesn't recover the payout.
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