The question
What to do when you can't complete a job on its scheduled day. Logging it as a skip before the 9pm cutoff — instead of leaving it unmarked — is what keeps it from counting as a no-show.
How it works
Before 9pm in the property's local time zone, update the job's status — skip it or reschedule it — rather than leaving it untouched. A status logged before the cutoff keeps the job a skip, not a no-show — no payment for the service itself, but it still counts against your % Jobs Completed metric. Leaving it unmarked past 9pm turns it into a no-show, treated as an incomplete event that can trigger an account pause or deactivation. Every skip counts against your completion metric; a reschedule counts only if it moves the job outside the customer's service window — next-day usually doesn't count, further out usually does. On a first-time mowing visit, a reason tied to your own availability or condition can send that property to another Pro; anything else keeps the customer assigned to you.
What you control
Same-day Skip availability depends on job type: recurring mowing has it, through "Lawn already mowed / hasn't grown" (reasons: Lawn already mowed, Lawn hasn't grown, Customer said not to mow, Other). Recurring add-on services and one-time/manual-quote jobs don't have same-day Skip — Reschedule is the only same-day option. Today's Jobs is where you open a job to log a skip or reschedule. To reschedule, tap View Job Details before 9pm, then the three dots next to the service, then Reschedule your service (it shows only if the job is eligible). Pick the new date and reason, write the note the app asks for, then tap Reschedule. It works on every job type, a recurring mow included. A trip fee may still apply on some skip reasons, if you're eligible — see the mow-not-needed SOP for the mechanics.
What to tell the customer
They get an automatic email confirming the skip and the next scheduled date — there's no separate notice distinguishing a logged skip from a no-show, so the email reads the same either way.
Consequences
If status isn't updated by 9pm, it becomes a no-show — an unlogged incomplete event. Incomplete events drive real account risk: an incomplete first visit can trigger a pause, repeated incompletes add up, and marking a job complete with no work done can trigger deactivation. An overdue, untriaged job can also be automatically given to another Pro — updating late doesn't undo that.
If something goes wrong
Close to end of day and can't complete? Log it before 9pm — even after, you can still complete or reschedule until it goes to another Pro, but don't count on that window.
No Skip option on your recurring mow? Confirm you're on the latest app version; if still missing, contact Support.
No Skip for your add-on service? Expected right now — use Reschedule.
Job gone from your schedule after 9pm? It may have been given to another Pro; if you also completed the work, email Pro Support photo proof.
Your outcome
Logging a skip or reschedule before the cutoff means no payment for the service itself and it doesn't count as incomplete — but it's a skip, not a no-show, and still counts against your % Jobs Completed. The next visit auto-schedules and the customer's notified.
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