[Pro] Scheduling FAQs

A One-Time Service Day Change, OTSDC, is when the Customer wants or needs a service that occurs outside of their normal service schedule. You can choose whether to accept or deny this request.

• Accepting an OTSDC will change your next scheduled service to the requested date.
  • The Customer's regular schedule will resume after the OTSDC. 
    • For example, if a Customer is on a biweekly frequency and requests to change their service date from Jan. 15th to the 24th, the following service will take place on the 29th.
• Declining an OTSDC does not redistribute the original service to a new Pro. 
• If you decline the OTSDC request, the Customer may cancel and your tier score will be affected.
• Not responding to the OTSDC within 24 hours will automatically cancel the request.

 

The OTSDC offer appears in the Jobs Available screen.

 

• It appears like a regular mow on the new Pro’s calendar.
• It will say Fix for Lawn Mowing on the Pro app.

 

Changing crews for a particular job cannot be done on the app. However, you can do it via the website. 

Our system does not support recurring Additional Services. If a Customer requests an Additional Service on a recurring basis, the only option is to submit individual quotes as Recommended Services prior to each visit.

Back-to-back or multi-reschedule is when a single service has been rescheduled several times in a row. If the reason for the multi-reschedule is not a Customer request, lawn too wet, or inclement weather, we may attempt to find another Pro to take care of the service.

 

You may lose a Customer if you reschedule the first service. The only time you can reschedule the first service and not lose the property is when you rescheduled a job due to bad weather, including if the lawn is too wet or if required work is needed. 

 

• You can always reach out to your Customers via the inbox feature in your app to inquire if you can service their property early. 
• Rescheduling a job at an earlier date requires approval from the Customer. 
• Please keep in mind that LawnStarter Support needs to see written approval from the Customer via the messaging feature on the app. If the Customer verbally agrees to an early reschedule, the Support team will not reschedule the job early in order to prevent issues or service disputes. 
• Once you get approval from the Customer to complete the job sooner, reach out to Support so they can reschedule it for you. 
• Your customer will get a notification if their lawn mowing service will be rescheduled. 

You can get more jobs if you move to a higher tier. To learn more on how to raise your tier, see the Metrics section on Pro Tiers, Metrics, and Rewards FAQ

Services scheduled on weekends give Pros extra time to complete the job. One extra day for services scheduled on a Sunday and two extra days for services scheduled on a Saturday.

• You can only mark one window as complete.
  • After marking it complete, the rest will show as complete automatically.
• You will only be paid once, and the Customer will be charged the same amount as a normal scheduled service.
• Your OTC will not be affected as long the job is completed within the full window of the job (by the last day shown).

   

Service Day Change requests are automatically approved if you fail to respond after 48 hours.

If the service is scheduled for less than 48 hours when the request is approved, the change will take effect on the following week.

 

Yes, they can Skip and submit schedule change requests on the app for recurring non-mowing services, while one-time services can be rescheduled.

You are required to either accept or decline scheduling requests from the Customers. Failing to respond to these requests will cause them to expire.

• If a One-Time Reschedule is requested and you do not respond, it will expire after 24 hours and the service will not be rescheduled.
• If a Change Service Day is requested and you do not respond, it will expire after 48 hours but will be automatically approved.

When you use the Medical or Equipment reason to reschedule, you may lose any first-time Customers that are on your schedule.

Services that require a manual quote before completion include:

• Aeration
• Chinch
• Disease/Fungicide
• Fireant
• Grub
• Gutter Cleaning
• Lawn Seeding
• Lime
• Pressure Washing
• Sodding
• Shrub or Tree Planting
• Tree Trimming
• Weeding

If the Required Service date is moved earlier, the related service will not change its scheduled dates. If the Required Service date is moved later, the related service will adjust accordingly to maintain the same day gap between services.

Jobs must be marked complete by 9:00 PM in the Pro's time zone. It they are marked complete later it will be considered a late job. On Sundays the jobs will need to be marked complete by 7:00 PM to be included in the upcoming payout.