When this applies
When a customer tells you to stop or pause service until further notice, use this guide — agreeing verbally doesn't change anything in the schedule. You need two separate actions: log the current visit correctly, and start a pause on the service itself — both live on the same Service scheduling issue list, but doing one doesn't do the other. The platform never pauses an account on its own; someone has to ask. The most common mistake: treating the verbal "okay" as enough and not showing up, without logging the visit or starting the pause — that's when it starts recording as a skip or no-show.
What to do
Open the job, tap View Job Details, then the options menu — you're on the Service scheduling issue list. First, log the current visit: choose Customer told me to leave and follow the skip flow (trip-fee details live in Customer asks Pro to cancel on-site). If you'd already completed the job, complete it as normal instead. Then pause the service — a separate action. Scroll to the bottom and choose Pause for the season. Read the box: "Request a pause?" means tap Send request (nothing pauses until the customer confirms); "Pause for the season?" means tap Pause (it's paused immediately). Tap Got it.
What happens in the app
Service scheduling issue — the list on a job, reached from View Job Details. Customer told me to leave — logs the current visit; splits into skipping this mow or handling future services. Pause for the season — starts the pause; appears only for mowing, only for the assigned Pro or their crew, at the bottom of the list. The customer's confirmation in their app completes an in-season pause; not required once the season's ended. What the pause does depends on the season: mid-season it just sends a request (schedule stays active until confirmed); once the season's ended, it pauses immediately.
Key facts
The platform never pauses an account on its own — the customer, you, or Support has to ask. If a customer says "pause," find out what they want: pause until next season (follow the steps), or stop permanently (that's a cancellation — skip today's visit and tell them Pro Support handles cancellations). Skip only covers one visit; there's no "skip until further notice." If the pause can't go through, the app names the reason on screen — read it rather than retrying.
Consequences
If you agree verbally and don't log the visit or start the pause, it stays due and records as missed — after 9 PM it hits both % Jobs Completed and % Jobs Cancelled; skipped by 9 PM hits only % Jobs Completed. Starting a pause doesn't by itself cover today's visit — log the current visit first, then start the pause, since a mid-season pause changes nothing until confirmed, and an immediate pause cancels today's visit (counting against % Jobs Completed) if you haven't started it yet.
How you'll know it's done
Once the pause is actually in place — because the customer confirmed, or their season had already ended — the job comes off your schedule and stays off until the account reactivates at the start of the market's next season. Logging the current visit is what keeps today's visit from happening while the pause takes effect.
Customer wants to stop permanently, not pause? Skip today's visit, and tell them Pro Support handles cancellations.
Sent a pause request and it still shows as due? Expected if you saw "Request a pause?" — it's due until they confirm. If you saw "Pause for the season?" instead, it already paused.
Pause for the season isn't on the list? Only shows for mowing, only for the assigned Pro or their crew. If you're on the right job and still don't see it, pick the option matching what actually happened instead.
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