This lesson explains how to locate and manage Service Orders that are in Accepted status including how to View/Print PDF of Service Order and Cancel an Accepted Service Order. 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, Service Order will change to Accepted status and will be located on Accepted tab. Once the Service Date/Time occurs, Service Order will change to Active status and will be located on Today tab.
- Lifecycle/Status of a Service Order:
- Draft – After Buyer creates a new Service Order OR edits a Draft Service Order AND saves as Draft, Service Order will be located on Draft tab until Buyer Posts or Deletes Service Order. Provider will not be able to view until Buyer posts Service Order.
- Posted
- Buyer Posts a Name Your Price Service Order, which they identify price. Buyer can view from Posted Provider can view/take action from Received tab.
- Buyer Posts a Bid Request Service Order, which they ask for bids.
- Bid Requests functionality can be enabled in ServiceLive at Buyers request.
- If not enabled, Buyer will not see this tab.
- Buyer will be able to view Bid Request Service Orders from Posted 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 six other statuses: Cancelled, Voided and Deleted status located on Inactive tab, Pending Cancel and Expired status located on Today tab, and Problem status located on Problem tab.
Note: There are multiple ways to navigate to Accepted tab information.
- When you login to ServiceLive, the Dashboard tab will open.
- Navigate to Accepted tab:
Note: There are multiple ways to navigate to Accepted tab information. Dashboard will show number of orders currently on Accepted tab.- Click on Accepted link on dashboard.
- OR click on Service Order Monitor tab.
- Click on Accepted tab.
- Click on Accepted link on dashboard.
- Search Filters available on Accepted tab:
Note: This section explains how you can search and locate information on Accepted tab. You may select any one filter or add Sub-status filter to narrow your search even more.- Status Filter = Defaults to Accepted Service Orders. All Accepted Service Orders will display.
- Sub-status Filter = Click on drop down arrow in Sub-Status Filter and select appropriate choice.
- Information that displays on Accepted tab:
Note: Service Orders display most current to oldest. 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. Accepted).
- 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.
- Click on text (Service Date) with
- Location = City, State, and Zip Code for Service visit.
- View Detail, click on
- View and Print Service Order:
Note: Although Buyer does not need to Print Service Order, we have included steps 6 – 9 to provide background information for Buyer.- Click on the Title link to view Service Order details.
- Widget will display on right side of screen.
- Click on
button. This button is available on an Active Service Order.
- This will display the Service Order, which you can view and need to print to provide to your Service Pro to take to the job site.
- IMPORTANT: Do not print until you check Provider Instructions page(s) and ensure that Pick Up/Merchandise Location is available. Refer to Step 10 in this lesson for details.
- Click on the Title link to view Service Order details.
- Printed PDF of Service Order includes:
- Page 1+ is the Customer Copy.
- Page(s) following Customer Copy are the Provider Copy.
- Page 1+ is the Customer Copy.
- Customer Copy is similar to Provider Copy:
- Sections are same, but does not include all details in sections as Provider Copy.
- Service Pro should leave a completed/signed Customer Copy (i.e. Waiver of Lien, and as applicable: Add-On Parts, Materials & Services provided, Credit Authorization and Change of Specification Affirmation) with Customer after work is completed.
- Provider Copy includes:
- Service Location
- Service Event Date
- Service Provider
- Buyer Custom Reference
- (* For Sears RI Service Orders) Merchandise Availability Date will display in this section and on Summary
- Details about Summary tab for Providers are available in Summary Tab lesson in Complete and Close a Service Order Details for Buyers are available in Summary Tab lesson in Close and Pay a Service Order course.
- Service Order Description
- This is Scope of Work for Service Pro to complete.
- Box for Additional Work Performed/Service Provider Notes
- Waiver of Lien
- IMPORTANT: Must complete this section.
- Service Pro must sign/date.
- Service Pro must have Customer sign/date.
- Provider Firm office must scan and attach signed Waiver of Lien to Service Order in ServiceLive after work is completed.
- Details how to attach documents for Providers are available in Complete for Payment Tab lesson in Complete and Close a Service Order Details for Buyers are available in Close and Pay Tab lesson in Close and Pay a Service Order course.
- Additional Changes for Parts, Materials & Services (Not applicable for all Buyers)
- List of “add-ons” and prices to charge Customer if needed.
- List of “add-ons” and prices to charge Customer if needed.
- Credit Authorization
- IMPORTANT: Complete this section as applicable.
- May accept credit card or check payment.
Note: Typically, detailed Buyer requirements and directions for handling payments are created by Buyer and included within Service Order attachments in Documents & Photos section. Details on how to use Documents & Photos section are available in Summary Tab lesson in Close and Pay a Service Order course.
- Change of Specification Affirmation
- IMPORTANT: Complete this section as applicable.
- IMPORTANT: Complete this section as applicable.
- Service Event Date
- (* For Sears RI Service Orders) Pick Up/Merchandise Location
- Address to pick up merchandize will be included as specified by Buyer.
- “Product at Job Site” means the merchandise will be at job site by specified Merchandise Availability Date.
Note: If the Provider finds that the Buyer did not correctly identify the location of the Product, the Provider should contact the Buyer directly.
- Service Location
- Contact Information for Buyer
- IVR (Interactive Voice Response) Instructions
- Special Instructions for Provider
- Service Location Notes
- Parts and Materials
- Attachments
- Custom Reference
- Buyer Terms & Conditions
- Service Order Support Contact
- View Service Order Details:
Note: Click on 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
button to open Service Order.
- This will open Summary tab, which includes sections displayed below. Details about Summary tab are available in Summary Tab lesson in Close and Pay a Service Order
Note: Click on
or 
buttons to expand or collapse sections.
- Click on
- Cancel a Service Order:
- Once you have clicked on button to open Service Order, widget will display on right side of screen.
- Click on
button.
- For some Buyers, checkbox labeled “Check this box if the Provider needs to be paid an additional amount for this order” is grayed out or doesn’t even appear, as this is dependent upon Buyer processes and status of Service Order in relation to Appointment Date/Time. Skip to Step 12f.
- For some Buyers, checkbox labeled “Check this box if the Provider needs to be paid an additional amount for this order” is available for Buyer agent to determine if Provider to be paid (as this is dependent upon Buyer processes and status of Service Order in relation to Appointment Date/Time.). Continue to Step 12e.
- Select or deselect checkbox (as appropriate) labeled “Check this box if the Provider needs to be paid an additional amount for this order”.
Note: Fields with * (red asterisk) must be completed. - Click on drop down arrow in Reason for Canceling.
- Scroll down and click on appropriate reason for canceling Service Order.
- Cancellation amount will be auto populated (can edit as appropriate).
- Type comments about why you are canceling Service Order.
- Click on
button.
Note: For some Buyers (Sears RI) click the
button to take you to Manage Scope Change screen. Specific instructions are available from your company.
- If “Check this box if the Provider needs to be paid an additional amount for this order” is NOT selected AND there are $0 Provider will be paid, Service Order will be Cancelled and be located on Inactive tab and you will receive message, “Service Order was successfully Cancelled”.
Note: If Buyer Cancels Service Order that money is still owed to Provider, the only way to pay Provider is to create a new Service Order. Consider checking the box and submitting $0 to be paid as shown in Step l (allowing the opportunity for Provider to request a different amount as applicable).
- If “Check this box if the Provider needs to be paid an additional amount for this order” is selected AND if there are $0 or greater Provider will be paid. Service Order will be in Pending Cancel status and you will receive message, “Your request to cancel Service Order for $xx.xx was successful” and you will have to wait until Provider responds. For details, refer to Pending Cancel lesson in Service Order Monitor course.
- Once you have clicked on