What triggered it
A customer tells you in person they want to cancel. "Cancel" can mean many things — stop today, pause future visits, reschedule to a specific day, or close the account. Understanding what they actually want matters, since it determines the right action — take a moment to ask rather than assuming.
What to do right away
Ask what the customer wants first. If it's just about today, you can handle it yourself: stop, don't mow, and don't mark the job complete. Tap "View Job Details," then the three dots next to the service. Under "Service scheduling issue," tap "Customer told me to leave," then "To skip this mow" — "Customer said not to mow" is already picked, so submit.
You can't cancel from the app on LawnStarter, Lawn Love, or Home Gnome — but pausing and rescheduling future visits are things you can do yourself. Support only handles a full account cancellation, and can't skip or pause today's specific visit either way — that part is entirely on you.
Who to contact
If the customer wants to pause future visits, skip today's visit first, then use "Pause for the season" on the same job — don't tap "To cancel or pause future services" on the skip screen, since that sends the customer a pause request in your name instead. If they give you a specific day, reschedule it yourself and pick Customer Request. Send them to Support only for a full account cancellation — they'll confirm the details and handle it. A few situations that come up:
- Customer says they already cancelled: skip today's visit anyway. If it's still on your schedule, it wasn't fully processed — let Support sort out the timing.
- Already finished mowing before they spoke up: complete the job as usual — the "don't complete it" rule only applies once you've been told to stop, not before.
- Customer's worried about a charge: skipping (not completing) means no charge for today's service.
- Not sure if it's a full cancellation or something else: skip today's visit either way — a pause or reschedule you can still handle yourself; send the customer to Support only if they want to close the account.
Why it matters
Handling today's visit correctly protects you two ways. It keeps the customer from being wrongly charged — the thing that turns into a dispute and can get your own pay for that visit pulled. And it protects your trip fee: pick the reason that matches what you found, not the one you think pays more — whether you get one depends on your tier and this property's limit for the quarter, not the reason. See How Trip Fees Work for eligibility. Once a cancellation's processed, you'll get an email/text confirmation — nothing to act on.
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