The rule
No photo is needed for a skip, an obstruction report, or a customer cancelling while you're heading over. Take one anyway, since it's your record if the visit is ever questioned. A trip fee pays you for a trip that didn't turn into a job. Your tier decides whether a skip or an obstruction report pays one. The $15 when your customer cancels their service the same day after you told them you're heading over pays on every tier, with no limit.
Why it matters
Trip fees are issued automatically. Nobody reviews them, and there's nothing to apply for. Three situations issue one:
| What happened | Amount | Counts against |
|---|---|---|
| You skipped a mow as "Mow Not Needed" for a qualifying reason | $12 | that property, this quarter |
| Your customer cancelled their whole service the same day, after you told them you're heading over | $15 | nothing, it counts toward no limit |
| You couldn't service any of the property and filed a full obstruction | $12 | that property, this quarter |
The $15 pays only when the customer cancels the whole service, and both the cancel and the notice fall on the job's day. A skipped visit doesn't qualify. Nothing else issues one automatically. Rescheduling doesn't, and neither does a pause or a cancellation you suggested yourself.
Your tier decides how many of the two $12 fees you can receive, and at some tiers the answer is none. The $15 pays on every tier, with no limit.
What you need to know
- Your tier is the gate for the two $12 fees. It decides whether you're eligible at all and how many you get. It doesn't gate the $15.
- The quarter. Limits reset on the calendar quarter, not on a rolling day count.
- GPS at the property is needed for the two $12 paths. The app needs a record that you were there.
- "On My Way." Sending it is what puts the $15 cancellation path in play.
Key facts
Photos are not required. No photo is required for any of the three automatic trip fees, and the system doesn't check for one. Take photos anyway, because they protect you in a dispute, but they don't decide whether a trip fee is issued.
Your tier decides whether a skip or an obstruction report pays a trip fee. This is the number-one reason one of those doesn't arrive. The $15 isn't gated: it pays on every tier, with no limit, and doesn't count toward any limit.
| Tier | Trip fees per property, each quarter |
|---|---|
| Platinum | no limit |
| Gold | 3 |
| Silver and Blue | 1 |
| All other tiers | none |
Once a property has had that many this quarter, more skips or obstruction reports there don't pay one until the next quarter starts. Limits run by calendar quarter, not 90 days from your last one.
The two $12 paths need a GPS record at the property. The app has to have registered that you were there. The $15 cancellation path doesn't check GPS at all.
Consequences
A skip or an obstruction report pays a trip fee on Blue, Silver, Gold, and Platinum. The $15 when your customer cancels their service the same day after you told them you're heading over pays on every tier. If you're on Bronze, Intro, Red, or Disengaged, a skip or an obstruction report won't pay one, no matter what you do on the visit. The photos, the GPS, and the reason you skipped make no difference.
If you're already eligible for the two $12 fees, the limit is what stops you: once you've had your quarter's allowance on a property, further skips or obstruction reports there don't pay one until the next quarter starts.
What to do instead
- Handle the visit the way the situation calls for: skip it, file the obstruction, or continue as normal. The trip fee follows from that. There's no separate step and nothing to select.
- Make sure the app has your location at the property for the two $12 paths.
- Take photos regardless. They don't affect the trip fee, but they're what you'll want if the visit is ever questioned.
- If a skip or obstruction fee you expected doesn't appear, check your tier first. That's the most likely answer.
If something goes wrong
I didn't get my trip fee. If it was a skip or an obstruction report, check your tier. Bronze, Intro, Red, and Disengaged don't receive those trip fees, and that's the most common reason by a distance. If you're Blue, Silver, Gold, or Platinum, check whether you've already had your quarter's allowance on that property. The $15 for a same-day customer cancel pays on every tier, with no limit.
I took photos, so why no trip fee? Photos aren't part of it. The trip fee turns on the situation and, for the two $12 paths, your tier, your quarterly allowance on that property, and a GPS record at the property.
The customer cancelled while I was driving over. That's the $15 path. It pays when the customer cancels their whole service the same day after you told them you're heading over, on every tier, with no limit. It needs you to have sent "On My Way" before they cancelled. It doesn't check your location.
The fee didn't apply automatically. It sometimes doesn't. Contact Pro Support with the job. An agent can add it manually if you were eligible.
Your outcome
Trip fees are issued automatically for the three situations above, so there's nothing to apply for. Take a photo anyway. It's your record if the visit is ever questioned.
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