What triggered it
No fence or marker, a line the customer and a neighbor disagree on, or a neighboring lawn that looks like it's part of the job.
What to do right away
Knock first — if the customer's home, confirm the boundary directly. The app doesn't have a boundary or map feature, so there's no line to look up. No answer? Message them through the Inbox before you start: describe what you're seeing and ask where the line runs. Then work from visible cues (fences, curbs, driveways, past mow lines) while you wait. Mow as much of the clearly-owned area as you can; don't stop partway to avoid the decision, but stop at any edge you can't justify. Neighbor disputes a strip on-site? Stop working it, don't argue — keep servicing the rest.
What to document
Photograph the area you served — no job-note field exists — and send it with an Inbox message explaining where you stopped and why.
Who to contact
Contact Support only for a real issue — a complaint, a size/scope dispute, or a recurring problem. A hostile or threatening neighbor is a safety situation — stop working and contact Pro Support.
Why it matters
Mowing into actual damage risks your standing and the cost — reportable anytime, no 5-day window. Leaving part of the yard unmowed without documenting and messaging reads as a missed service and hits your rating and completion metrics. Documenting the boundary protects your payout if it's disputed later.
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