Received Tab (Service Order Opportunities)

This lesson explains actions you can take on Received tab. All “Name Your Price” Service Order opportunities display on Received tab until they Expire OR Service Order is Accepted by another Provider Firm. You must first Accept Terms & Conditions if you want to Accept or Counter Offer Service Order. You can Accept Service Order, Counter Offer, or Reject Service Order from Received tab. Comments are available for Providers & Buyers to communicate about the Service Order, ask questions or share information. Buyer & all Providers that received Service Order opportunity can add, view, or reply to comments. Comments typically are entered during the time when Providers are determining if they are going to Accept Service Order (Received tab) OR during Bid process (Bid Requests tab).

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.
When you login to ServiceLive, the Dashboard tab will display.
Navigate to Received tab:
Note: Dashboard will show number of orders currently on Received tab.
- Click on Received link on dashboard.
- OR click on tab.
- Click on Received tab.
Search Filters on Received Tab:
Note: Search filters default to Show All.
- Provider Name Filter = Click on drop down arrow to display Provider Names. Click on appropriate choice and Service Orders you selected will display.
- Type Filter = Click on drop down arrow to display Type of Service Orders (i.e. Commercial or Non Commercial Service Orders). Click on appropriate choice and Service Orders you selected will display.
- Market Filter = Click on drop down arrow to display Market. Click on appropriate choice and Service Orders you selected will display.
Information that displays on Received tab:
Note: Click on text in table header OR button to change sort order.
- Provider = name of Provider that Service Order is routed to OR if there are multiple Service Pros in Provider Firm who are part of routing list, this will display as Multiple Providers.
- Details = Service Order information which includes Title (Name) entered for Service Order and Service Order #.
- Location = City, State, and Zip Code for Service visit.
- Service Date & Time = Date and Time Service is scheduled.
- Price = maximum price determined by Buyer. You can Counter Offer price if needed.
- Age of Order = time since the Service Order has been Posted to Provider.
- Click on Title link to display Service Order details on Summary tab.
- OR click on button to display Service Order details on Summary tab.
Information that displays on Summary tab:
- Once you open Service Order, the Summary tab will display the following sections, which include detailed information that Buyer entered for this Service Order.
  - General Information
  - Scope of Work
  - Comments
    - Add Comments
    - View Comments
    - Reply to Comments
  - Contact Information
  - Documents & Photos
  - Parts
  - Service Order Pricing
  - Choose a Service Provider from the list below
  - ServiceLive Terms & Conditions (display once you have chosen a Service Provider).
- Providers should evaluate information for each Service Order before you Accept Terms & Conditions, Accept Service Order, Counter Offer, or Reject Service Order.
- The next several steps in this lesson identify the sections/information that is important to review when determining if you want to Accept Service Order.
  Note: Click on or buttons to expand or collapse sections.
Summary tab – General Information section:
- Appointment Date = Date and Time Buyer has requested Service Order to be completed.
- Location = City, State, and Zip Code for Service visit.
- Google Directions = Link to Google map from your Provider Firm office to Service Location.
- Overview = Details of what Buyer is requiring Provider to do if they Accept Service Order.
- Buyer Terms & Conditions = The Terms & Conditions you agree to if you Accept Service Order (without conditions).
- (* For Sears RI Service Orders) – Add-on Service Opportunities = Additional Services that you may perform at this price for Customer.
Summary tab – Scope of Work section:
- Task Comments – review this section to identify details of required work to be completed.
Summary Tab – Parts section:
- Review to identify if there are Parts or Product that require pick up and installation.
- (* For Sears RI Service Orders) Review to Identify Pick-up/Merchandise Location.
  Note: “Product at Job Site” means the merchandise will be at job site by specified Merchandise Availability Date. If the Provider finds that the Buyer did not correctly identify the location of the Product, the Provider should contact the Buyer directly.
- If no parts are required for pickup, Parts section will display with below information.
Summary Tab – Choose a Service Provider from the list below section:
Note: You must choose a Service Provider OR deselect the checkbox labeled “Assign a Provider Now” for button to display.
- Select radio button for appropriate Service Provider.
- OR deselect checkbox labeled “Assign a Provider Now” to assign a Service Pro at a later date after accepting Service Order.
- Click on blue link to view Terms & Conditions.
- Provider Terms & Conditions (Agreement) opens in new browser window.
Accept Service Order:
- You can Accept Service Order if you are satisfied with all the information you reviewed and want to Accept Service Order exactly as described.
- Click on button to Accept Service Order.
- This Service Order will now be located in Accepted tab.
Counter Offer – Reschedule Service Date:
- You can Counter Offer if you are NOT satisfied with all the information you reviewed and want to Counter Offer to Reschedule Service Date/Time AND/OR Increase Maximum Price.
  Note: Counter Offers do not remove Service Orders from the Marketplace. If another Provider Accepts Service Order, Service Order will no longer be available and you will receive an e-mail informing you that you missed an opportunity.
- Click on checkbox labeled “Reschedule Service Date”.
- Click on appropriate choice for Reason.
- Click on radio button labeled either “Specific Date” OR “Date Range”.
- Click in box under “Requested Date/Time”, calendar will display.
- Click on appropriate date choice, repeat this step if you choose “Date Range”.
- Click on drop down arrow next to time and select appropriate choice, repeat this step if you choose “Date Range”.
- Choose any/all Providers Rescheduling Service Date for this Service Order, click on link OR click on checkbox(es) in front of name(s).
- Click in box under “Offer Expiration” and calendar will display, click on appropriate date choice.
- Click on drop down arrow under “Offer Expiration” next to time, scroll down and click on appropriate time choice.
- Click on button if you only want to Counter Offer with Reschedule Service Date; continue to next steps if you want to also Counter Offer with Increase Maximum Price.
- Counter Offer Message will display and this Service Order will remain in Received tab unless another Provider Accepts Service Order.
- Counter Offer(s) will display on right side in “Counter Offer” box and you can click to Withdraw Counter Offer if desired.
Counter Offer– Increase Maximum Price:
- You can Counter Offer if you are NOT satisfied after you reviewed information and want to Counter Offer to Reschedule Service Date/Time AND/OR Increase Maximum Price.
  Note: Counter Offers do not remove Service Orders from the Marketplace. If another Provider Accepts Service Order, the Service Order will no longer be available and you will receive an e-mail informing you that you missed an opportunity.
- Click on checkbox labeled “Increase Maximum Price”.
- Click on appropriate choice for Reason.
- Type in appropriate price you would like to Counter Offer.
- Choose any/all Providers Increasing Maximum Price for this Service Order, click on link OR click on checkbox(es) in front of name(s).
- Click in box under “Offer Expiration”, calendar will display.
- Click on appropriate date choice.
- Click on drop down arrow next to time.
- Scroll down and click on appropriate time choice.
- Click on button.
- Counter Offer Message will display and this Service Order will remain in Received tab unless another Provider Accepts Service Order.
- Counter Offer(s) will display on right side in “Counter Offer” box and you can click to Withdraw Counter Offer if desired.
Reject Service Order:
- You should Reject Service Order if you are not interested in Accepting Service Order.
  Note: Once Provider has rejected Service Order, you cannot change your mind and Accept Service Order unless Buyer re-routes the same Service Order. You cannot view that Service Order anywhere, but if you are still interested contact ServiceLive Administrative Team for further assistance.
- When Service Order is open (Refer to Steps 4g & 4h for how to open Service Order), locate Order Quick Links on right side of screen.
- Click on button.
- Reject Service Order pop-up screen will display.
- Choose any/all Providers Rejecting this Service Order, click on link OR click on checkbox(es) in front of name(s).
- Click on drop down arrow to display Reason Codes and select appropriate choice.
- Click on button.
- Confirmation pop-up screen will display.
- Review to make sure you want to Reject Service Order, click on button.

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