The rule
When a customer disputes a job and you go back to fix it, the app asks for at least one after photo before you can complete the fix. $7 comes out of the fix's trip fee when the fix is completed without one. When you tap "Start Job" on the fix, the app asks for before photos, and it asks for after photos before you can complete the fix. Take photos that show the work you fixed.
Why it matters
A fix is the visit scheduled after a customer disputes a job you completed. It shows on your schedule once the fix is arranged, as its own job ("Fix for…"). The fix pays a trip fee on top of the original job, and how much depends on how quickly you get back out there. Your after photo is what keeps the full trip fee, and it's your record of the fix if anything comes up later.
What counts as a violation
- Completing the fix without an after photo. The app asks for at least one after photo before you can complete it. $7 comes out of the trip fee when a fix is completed without one.
- A placeholder image. A stock shot, a photo of something else, anything that isn't the completed work isn't acceptable. The photos are the record if there's any later question about the visit, and one that doesn't show the work is worse than useless.
Consequences
$7 comes out of a fix's trip fee when the fix is completed without an after photo.
| When you return | Trip fee before the $7 |
|---|---|
| Same day | $15 |
| Next day | $10 |
| 2+ days later | $0 |
At two or more days there's no trip fee either way, so there's nothing left to lose there — but it's still worth taking the photo, since it's the record if the visit is ever questioned.
That $7 is not the same thing as losing the payout for the original job. Those are two separate outcomes and they can both happen on the same job:
- $7 off the trip fee — comes off the fix's trip fee when the fix is completed without an after photo.
- Your payout for the original job held — your payout for the original job can be held when that job doesn't have the evidence to show the work was done, like an after photo.
A third thing Pros often fold in with these is a tier change. That's driven by your overall record, not by either of the above directly.
What to do instead
- When a fix lands on your schedule, get back out as soon as you can — same day pays the most. The trip fee is tied to how fast the return happens, and it's only paid if the visit is completed on time.
- Tap "Start Job" and add before photos when the app asks.
- Do the fix the customer asked for.
- Take after photos showing the work you did. You can't complete the fix without at least one.
- Complete the visit. If you can't do any of the fix, file an obstruction report on it instead and pick the reason. When the report shows none of the fix could be done, it doesn't complete the fix: there's no trip fee, and the fix stays on your schedule.
Something not going right?
- "I closed the visit without a photo — can I add one after?" No. After photos can only be added while the job is in progress, so one can't be added once the fix is complete. $7 comes out of the trip fee when a fix is completed without an after photo. Take the photo before you complete the visit: it is also the record of the fix if the visit is ever questioned.
- "I forgot to photograph the original job — does that matter here?" For completing the fix, no: only the fix's own photos are checked. It can matter separately: your payout for the original job can be held when that job doesn't have the evidence to show the work was done, like an after photo.
- "I can't do any of the fix." File an obstruction report on the fix and pick the reason. When the report shows none of the fix could be done, it doesn't complete the fix: there's no trip fee, and the fix stays on your schedule.
- "My after photos won't go through." A photo that didn't upload shows "Upload failed" on its thumbnail, and the app tells you to tap Continue (or Complete, depending on the screen) again to retry it. If it still won't go through, contact Pro Support in the app.
- "Someone told me to upload any photo just to get it to complete." Don't. The photo has to show the work you actually did. If you can't get a usable photo, contact Pro Support rather than uploading something that doesn't show the job.
- "I got back later than the customer expected." The trip fee drops the longer the return takes and is only paid if the visit is completed on time. Do the visit regardless — the photo requirement and the fix itself don't change.
A same-day fix pays its trip fee (shown on the date card, usually $15) on top of your original payout when you complete it with an after photo.
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