When this applies
Whenever you reschedule a customer's job, the app requires a message of at least 30 characters before it will submit — unless you picked a weather reason, in which case it's optional. If the app already recommended the reason for you, there's no reason or message field at all — nothing to write. The customer always gets the new date by text, email, and push — that email names you and gives a plain-language reason for some reschedule reasons (Customer Request, "another day works better," Lawn Too Wet, Holiday, app-recommended); every other reason reads "due to an unexpected issue." Your written message only reaches the customer's conversation thread if the new date falls outside their current service window; on a move that stays inside the window, your message is saved to the job's history instead, not sent to the customer — send them a separate message yourself if you want them to know why. If a customer requests the change themselves (a One-Time Service Day Change), you're notified and need to confirm — you have 6 hours to respond if the visit is happening in the next 4 days, or 24 hours otherwise, after which it's accepted automatically.
What to do
- On the job, tap View Job Details, then the three dots next to the service, then Reschedule your service (shown only if the job is eligible).
- If it's the customer's first visit, continue through the interstitial screen first.
- Under When should this job be rescheduled to?, pick the new date.
- If the app already recommended this reschedule, you won't see a reason field or a message field at all — skip to step 6. Otherwise, under What is the reason for rescheduling?, select a reason.
- Write your message in Any additional details for [customer's name]? — at least 30 characters, unless you picked a weather reason, in which case it's optional.
- Tap Reschedule to submit.
- Check the customer chat after you submit — if your note isn't there on a move outside the customer's window, send it yourself.
- If the customer requested the change, confirm or decline their date — you have 6 hours to respond if the visit is happening in the next 4 days, or 24 hours otherwise, after which it's accepted automatically.
What happens in the app
The reschedule flow is where you pick the date and write the message. On a hard (outside-window) reschedule, your message also posts to the customer's conversation thread with the reason and your note, even a blank one — on top of the automated notice, which already names you and the reason for some reasons. On a soft, in-window move, your message stays in the job's history only; send a standalone message yourself if you want the customer to know why. An app-recommended reschedule has no message field to begin with.
How you'll know it's done
Submitting the reschedule puts your reasoning on record — that's what protects you if the customer disputes the change later.
Not sure it went through?
- Check your conversation thread — but only for a hard (outside-window) reschedule. On a soft reschedule the message won't show up there even when everything worked, since it's never sent to the customer that way.
- If a customer says they never got a notice, you can't tell from your side which notices fired — point them at the app for the current date, and contact Support if it still looks wrong.
- Need an earlier date? You can't do that yourself — message the customer first and get them to confirm in the Inbox that the earlier date works, then contact Support.
Key facts
Reschedule deliberately, not casually: repeatedly moving the same job for reasons in your control can affect your account negatively. See Avoiding a rescheduling penalty for which reasons count and exactly how reschedules feed your tier.
Was this article helpful?
Thanks — glad it helped.