Updates to an agreement

How changes to a customer with a signed agreement are prepared in Ready to send, and how they take effect after notice or once accepted.

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What it is#

Once a customer has signed an agreement, you cannot quietly change what they agreed to. A change goes to them as an agreement update. The app prepares each update for you on the Ready to send page, and you read it and send it.

Updates are prepared when you:

  • change a service with Change this service
  • add a property or a service
  • end a property
  • change a price, including the yearly price rise

Ready to send names each one: Property added, Service added, Service change, Property removed, Price change or Price review.

When to use it#

Whenever you change the work or the price for a customer in an agreement. The sheet tells you when this applies: it says the customer has a signed agreement, so the change goes to them as an agreement update.

How to do it#

  1. Make the change as usual, for example with Change this service on the customer's record. The app says The update is in Ready to send.
  2. On the dashboard, press the card that says how many items are ready to send. It opens Ready to send.
  3. Each item says when it takes effect. Press Review and send.
  4. In Review before sending, check the prices and the date under Takes effect. For a price change across several properties you can use Apply a percentage to all properties, then save the amended prices.
  5. Add a personal message under Add a personal message (optional) if you want, and press Preview email to read exactly what the customer gets.
  6. Press Send update. To keep it back, use Hold this rise for a price rise, or Remove from the list for anything else.

What your customer sees#

An email from your business headed An update to your agreement with your trading name, or, for the yearly rise, Notice of your price review with your trading name, from the date it takes effect. It links to a page setting out the change. Dates are given in full, never a clock time.

What they can do depends on how the agreement says changes take effect:

  • After notice: the change takes effect on its date unless they object first. The page offers Object to the change. A price review cannot be objected to, but the customer may end the agreement under clause 9 before it takes effect.
  • Only once the customer accepts: nothing changes until they answer. The page offers Accept the change and Decline the change, or Accept the new price and Decline the new price for a price review.

What happens next#

You are told when the customer accepts, declines or objects. An accepted change, or a notice that reaches its date, takes effect from its date. If they decline, the existing terms continue. If they object, the change is on hold and will not take effect while the objection stands.

An update that was declined, objected to, withdrawn or left to lapse can be prepared again with Send again on the customer's record. It returns to Ready to send.

The team member sees the changed visits once they take effect.

Good to know#

  • Price rises that need the customer to accept get reminders on the days set in Settings, Agreements.
  • A price rise set to send automatically shows on the dashboard card with the date it sends. You can still hold it or lower it before then.
  • Automatic mode and self mode make no difference to updates.

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