Pending Cancel

This lesson explains how to locate and manage Service Orders that are in Pending Cancel status. Once Customer requests to Cancel Accepted Service Order that is greater than 24 hours from Appointment Date/Time (or if agreed upon by Buyer and Provider when less than 24 hours from Appointment Date/Time), Buyer will change to Cancelled status. If Accepted Service Order is less than 24 hours from Appointment Date/Time or past Appointment Date/Time (Active status), Buyer will change status to Pending Cancel and the Service Order will be located on Today tab until there is an agreed upon Cancellation. Provider has ability to agree with amount of Pending Cancel or ability to counter a respective Buyer’s Pending Cancel. Once Provider and Buyer agree to terms of Service Order in Pending Cancel status, the Service Order will automatically change to Cancelled status and will be located on Inactive tab. Upon Cancellation, agreed upon funds (as applicable) will be transferred to your Provider wallet.

  1. Lifecycle/Status of a Service Order:
    • Posted
      • Buyer Posts a Name Your Price Service Order, which they identify price. Provider can view/take action from Received tab.
      • Buyer Posts a Bid Request Service Order, which they ask for bids. Provider can view/take action from Bid Requests tab.
    • Accepted – On Name Your Price, once Provider Accepts or Buyer Accepts Provider’s Counter Offer, Service Order will change to Accepted status and will be located on Accepted tab until Service Date/Time. On Bid Requests, once Buyer Accepts Bid, Service Order will change to Accepted status and will be located on Accepted tab until Service Date/Time.
    • Active – Once the Service Date/Time occurs, Service Order will change to Active status and will be located on Today tab.
    • Completed – Once Provider submits Service Order for payment, Service Order will change to Completed status and will be located on Today tab.
    • Closed – Once Buyer Closes and Pays, Service Order will change to Closed status and will be located on Inactive tab.
    • Service Orders can be in three other statuses: Pending Cancel status located on Today tab, Cancelled status located on Inactive tab and Problem status located on Problem tab.
  2. When you login to ServiceLive, the Dashboard tab will display.
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  3. Navigate to Pending Cancel Service Orders:
    Note:  There are multiple ways to navigate to Pending Cancel information.  Dashboard will show number of orders currently in Pending Cancel status.

    • Click on Pending Cancel link on dashboard.
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    • OR click on Service Order Monitor tab.
    • Click on Today tab.
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  4. Pending Cancel Search Filters available on Today tab:
    Note:  This section explains how you can search and locate Pending Cancel information on Today tab.  You may select any one filter or multiple filters to narrow your search even more.  In order to have choices available for Sub-Status Filter, you must first select appropriate choice in Status Filter.

    • Click on drop down arrow in Status Filter.
    • Click on Pending Cancel filter.
    • Click on drop down arrow in Sub-status Filter to display choices. Click on appropriate choice and Service Orders you selected will display.
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    • Service Pro Name Filter = Click on drop down arrow to display Service Pro Click on appropriate choice and Service Orders you selected will display.
    • Market Filter = Click on drop down arrow and list of Markets will display. Click on appropriate choice and Service Orders you selected will display.
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  5. Information that displays on Today tab:
    Note: Pending Cancel Service Orders display first.  When you see in front of text (Service Date) in Title Bar, you can click on text to change Service Orders to display oldest to most current and click again and display will return to original order.

    • View Detail, click on button in View Detail column to display Service Order details and click on button to collapse to original view.  You can also click on text in columns to expand/collapse Service Order details.
    • Status = Status of Service Order (i.e. Active or Completed).
    • Service Order # = Number associated with specific Service Order (Service Order defines scope of work as requested by Buyer).
    • Title = Name entered for Service Order, click on title link to display Service Order details.
    • Service Date = Date and Time Service is scheduled.
      • Click on text (Service Date) with in front to change sort order.
    • Location = City, State, and Zip Code for Service visit.
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  6. Locate Pending Cancel Service Orders that require action:
    • All Pending Cancel Service Orders are located on Today tab, but you also can filter on Sub-status (No Substatus, Pending Response, and Pending Review) to narrow the number and type of Pending Cancel Service Orders you will be working.

      Service Orders that require First Time Provider Action (No Substatus)
      Note:  The functionality and steps you follow to take action for Service Orders with No Substatus is the same as Pending Response.

    • Once in Today tab, click on drop down arrow in Status Filter.
    • Click on Pending Cancel filter.
    • Click on drop down arrow in Sub-Status Filter to display choices.
    • Click on No Substatus Filter and Service Orders you selected will display.
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      Service Orders that require Follow-Up Provider Action (Pending Response)
      Note:  The functionality and steps you follow to take action for Service Orders with No Substatus are the same as Pending Response.

    • Once in Today tab, click on drop down arrow in Status Filter.
    • Click on Pending Cancel filter.
    • Click on drop down arrow in Sub-Status Filter to display choices.
    • Click on Pending Response Filter and Service Orders you selected will display.
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  7. View Service Order Details:
    Note:  Click on white-right-arrow  button in View Detail column OR click on Title link to display Service Order details. You can also click on text in columns to expand/collapse Service Order details.

    • Click on  view-complete-service-order-button  button to open Service Order.
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    • Widget will display on right side of screen.
    • Top section of widget will contain Pending Cancellation details.
    • Bottom section of widget will contain Order Express Menu will contain Service Order information including Service Order #, Status, Cancel Amount, Buyer, Provider, End Customer, and Location).
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  8. If agree with the cancellation:
    • Defaults to radio button selected for “I agree with the cancellation”.
    • Review dollar amount and if agree continue to Step c, if not skip to Step 9.
    • Click on  submit  button.
    • Service Order will automatically change to Cancelled status and will be located on Inactive tab, and funds will transfer to your wallet (as applicable).
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  9. If disagree with the cancellation:
    Note: Fields with * (red asterisk) must be completed.
    If I have completed the Work:

    • Click on radio button labeled “I disagree with the cancellation”.
    • Click on radio button labeled “I have completed the Work”.
    • Click on   report-problem-button  button.
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    • Report a Problem tab will open.
    • Click on drop down arrow to display Type of Problem list and select appropriate choice.
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    • Enter appropriate details in Additional Comments box.
      • Important: Buyer will receive an e-mail alert notifying them that Provider has reported a problem.
      • The comments entered in this box will be included in e-mail.
    • Click on report-problem-button  button.
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    • Buyer will review documentation and determine appropriate resolution.

      If Provider disagrees with the cancellation and would like to request a new amount (Counter Offer):

    • Click on radio button labeled “I disagree with the cancellation”.
    • Click on radio button labeled “I would like to request a new amount”.
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    • Enter the requested amount in appropriate boxes.
    • Enter comments why you would like to request a new amount.
    • Click on  submit  button.
    • Service Order will change to Pending Review status and will be located in Today tab, Pending Cancel status, Pending Review sub-status waiting for Buyer response.
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  10. If Buyer requests a different amount (Counter Offer):

    If Provider agrees with the amount requested by Buyer:

    • Defaults to radio button labeled “I agree with the cancellation”.
    • Review dollar amount and if agree continue to Step c, if not skip to Step e.
    • Click on  submit  button.
    • Service Order will automatically change to Cancelled status and will be located on Inactive tab, and funds will transfer to your wallet (as applicable).
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      If Provider disagrees with the Buyer amount and would like to request a new amount (Counter Offer):
      Note: Fields with * (red asterisk) must be completed.

    • Click on radio button labeled “I disagree with the cancellation”.
    • Click on radio button labeled “I would like to request a new amount”.
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    • Enter the requested amount in appropriate boxes.
    • Enter comments why you would like to request a new amount.
    • Click on  submit  button.
    • Service Order will change to Pending Review status and will be located in Today tab, Pending Cancel status, Pending Review sub-status waiting for Buyer response.
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  11. To Withdraw Pending Cancel:
    Note:  After a Provider submits a Counter Offer for Pending Cancel, there might be discussion over the phone between Buyer and Provider and both agree on the Buyer amount. At this point, the most efficient action is for Provider to Withdraw Pending Cancel Request (Counter Offer).

    • Click on  withdraw-request-button  button.
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    • Pending Cancel will revert to last dollar amount proposed by Buyer.
    • Defaults to radio button selected for “I agree with the cancellation”.
    • Click on  submit  button.
    • Service Order will automatically change to Cancelled status and will be located on Inactive tab, and funds will transfer to your wallet (as applicable).
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  12. To take action on Service Orders Pending Response by Provider:

    If Buyer Requests a new amount (Counter Offer)

    • To locate Service Orders Pending Response, follow Steps 6 e-h in this lesson.
    • Click on  view-complete-service-order-button  button to open Service Order.
    • Widget will display on right side of screen.
    • Defaults to radio button selected for “I agree with the cancellation”.
    • Click on money button in top right corner of Pending Cancel widget to display history of requests (Offers and Counter Offers).Provider and Buyer comments will display. You can also view this information on the Order History tab, refer to Order History Tab lesson in Complete and Close a Service Order course.
    • Review dollar amount and if agree continue to Step h, if not skip to Step i.
    • Click on  submit  button.
    • Follow Steps 8, 9, 10, or 11 as applicable.
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  13. To view Service Orders Buyer needs to review:

    Service Orders that require Follow-Up action by Buyer

    • Once in Today tab, click on drop down arrow in Status Filter.
    • Click on Pending Cancel filter.
    • Click on drop down arrow in Sub-Status Filter to display choices.
    • Click on Pending Review Filter and Service Orders you selected will display.
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