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Redo a Job

When a customer isn't happy with a cleaning and you're sending a team back to fix it, use Redo Job. It creates a new appointment for the same service at no charge, tags it as a redo, and records the reason. The original job stays on the schedule as it was.

Redo vs. Reschedule​

These two actions open the same drawer but do different things. Pick the one that matches the situation:

SituationUseWhat happens
The cleaning already happened and the customer wants something re-cleanedRedo JobA new no-charge job is created. The original job is not moved.
The visit hasn't happened yet and needs a different date or timeReschedule JobThe original job moves to the new date. No new visit is added.

If you pick Reschedule for an unhappy-customer re-clean, the customer is billed normally and there is no record that the visit was a redo. See Reschedule a Job for moving a visit.

Which Jobs Can Be Redone​

The Redo Job action appears only when all of these are true:

  • Your company has the Redo Job Drawer feature turned on. It is on by default. An administrator can turn it off in your company's feature settings.
  • You have permission to create jobs.
  • The job has been worked. It is either Closed, or it is still Pending but a technician has already clocked in or finished a timesheet for it.

Jobs nobody has started yet don't show Redo Job. Use Reschedule Job for those.

How to Create a Redo​

  1. On the Schedule, click the job to open the Job Detail drawer.
  2. Click Actions, then Redo Job. The Redo Job drawer opens with Redo already selected under "Who initiated this change?"
  3. Review the pre-filled scheduling fields and change them as needed:
    • Rescheduled Job Date — defaults to the day after the original job, or today if that day has already passed. You can't pick a past date.
    • Start Time — defaults to the original job's start time.
    • Rescheduled Team — defaults to the original job's team.
  4. Optionally, click a slot under Suggested Time Slots to fill in the date, time, and team.
  5. Choose a Reason (required). The list comes from your company's Redo reasons.
  6. Optionally, add Notes about what went wrong and what should be different next time.
  7. Turn on Notify Customer if you want to send the redo notification email. It is off by default for redos, and it can't be turned on if the customer has no email address.
  8. Click Redo Job. A "Redo job created" confirmation appears, and the new job shows on the schedule.

What the Redo Creates​

ItemWhat Pulse does
New jobA new Pending job for the same customer, property, and service, on the date, time, and team you chose
DurationSame allowed time and same time window length as the original job
PriceNo charge. Pulse adds a "Redo." adjustment that cancels the job's bill rate, so the redo is $0. When invoicing processes a $0 job, it creates no invoice
InstructionsThe redo job keeps the original job's instructions. Your Notes are saved on the Redo ticket, not on the job
TagsThe redo job gets the original job's tags, plus Redo and Out Of Rotation
Original jobTagged Fail. Its status, date, and price are not changed
Customer recordA Redo ticket is logged with the reason and notes and closed automatically. A fee change ticket records the no-charge adjustment
Customer emailSent only if Notify Customer was on. It uses your company's Redo email template

The customer's job history counts redos, so repeat problems at a home are easy to spot.

What Redo Job Does Not Do​

  • It does not move or change the original visit. The original job keeps its date and status. To move a visit that hasn't happened yet, use Reschedule a Job.
  • It does not refund or credit the original invoice. If the customer should get money back for the first visit, handle that separately. See Payments and Credits.
  • It does not change the recurring schedule. The customer's next regular visit stays where it was.
  • It does not change timesheets or pay on the original job.
  • It does not email the customer unless you turn on Notify Customer.

Troubleshooting​

Redo Job is not in the Actions menu​

Check these in order:

  • The job hasn't been worked yet. Redo is for closed jobs or jobs a technician has already clocked into. Use Reschedule Job instead.
  • The drawer is still checking timesheets. Wait a moment and open the Actions menu again.
  • The Redo Job Drawer feature has been turned off for your company, or you don't have permission to create jobs. Contact your administrator.

The Reason list is empty​

Your company has no active Redo reasons. An administrator can add them under Settings > Company Settings > Schedule Change Reasons. See Schedule Change Reasons.

Notify Customer is greyed out​

The customer has no email address on file. Add one to the customer's contacts to send the redo email.

The Redo Job button stays disabled​

A date and a reason are both required. Pick a Rescheduled Job Date and a Reason (required).