Close and Pay Service Order Overview

The Close and Pay a Service Order course includes nine lessons.  We recommend you follow the order of lessons as listed, but you can also use any of these lessons as a reference if you have questions as you Manage Service Orders.

  • Close and Pay a Service Order Overview
    • This lesson provides recommended outline for Close and Pay Service Order course completion.
    • A Service Order progresses through a lifecycle as the status of the Service Order changes.
    • The Service Order will be available in different locations as the status of Service Order changes.
  • Close and Pay Tab (Completed Orders Only)
    • This lesson explains steps to Close and Pay a Service Order and Rate Provider.
    • The Service Orders that you need to close are located in Today tab in Completed status.
    • Once Provider completes work and changes Service Order status to Complete, Buyer will confirm pricing; review required documents, Close and Pay, and Rate Provider.
  • Summary Tab
    • This lesson explains what information is available on Summary tab and how to locate Summary tab.
    • The Summary tab is available by opening a Service Order.
    • This can be done via multiple tabs: Today, Posted, Accepted, Problem, or Inactive.
    • Different sections display on Summary tab based on Service Order status and type of Service Order (i.e. Name Your Price or Bid Request if enabled by Buyer).
  • Notes Tab
    • This lesson explains how to use Notes to stay in contact with Providers and ServiceLive Administrative team.
    • Any ServiceLive user can enter notes about the Service Order.
    • Use Service Order notes as the primary means of communication between Buyer and Provider to minimize confusion and document any decisions made about the Service Order for future reference.
    • ServiceLive Administrative team can also View/Add Notes on Service Order.
  • Order History Tab
    • This lesson explains how to locate Order History Tab and what information displays.
    • Order History Tab displays everything that has transpired with Service Order since beginning of lifecycle from Draft to Current status (ultimately, when Service Order is Closed).
    • You can view the Order History throughout lifecycle/status of Service Order from multiple locations: Today, Draft, Posted, Accepted, Problem or Inactive tabs.
    • You can use information in Order History tab and Notes tab to gain a better understanding of what has transpired throughout lifecycle of Service Order.
  • Completion Record Tab (Closed Orders Only)
    • This lesson explains how to locate Completion Record tab via Inactive tab.
    • You can only view Completion Record tab from Closed Service Orders.
    • This tab displays General Closing Information and Documents & Photos section which is also available by opening a Closed Service Order.
  • Support Tab
    • This lesson explains how to locate and use Support tab.
    • Support tab is online help which allows Buyer to ask questions regarding ServiceLive platform or problems with functionality.
    • These questions are sent to ServiceLive Support not Provider.
    • Buyers can also get help by visiting the ServiceLive training site at http://training.servicelivecom or by contacting ServiceLive Support.
  • Report a Problem Tab (Active and Completed Orders Only)
    • This lesson explains how to Report a Problem on a Service Order.
    • The Service Order must be in Active or Completed status to Report a Problem.
    • Any ServiceLive user (Buyer, Provider or ServiceLive Administrative Team) can Report a Problem on a Service Order.
  • Time on Site Tab
    • This lesson explains how to locate and use Time on Site tab.
    • This includes explanation of automatic entry of Time on Site information through IVR (Integrated Voice Response), Manual Entry, Edit Entry, and View Entry, which typically is completed by Provider.
    • The Buyer uses Time on Site information to ensure Provider meets Service Window/Time commitments.

A Service Order progresses through a lifecycle as the status of the Service Order changes. The Service Order will be available in different locations as the status of the Service Order changes.

  1. 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.
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