Pausing and ending

Pause visits at a property for a while, end one property, or end a customer with a reason. Ended customers move to Past customers.

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What it is#

There are three ways to stop work:

  • Pausing a property stops new visits there for a while. Nothing is ended.
  • Ending a property stops all visits at that one address from a date you choose.
  • Ending a customer stops all their work from a date, with a reason. They then appear under Past customers.

When to use it#

Pause when a customer is away for a few weeks, or is having building work done. End a property when they sell one of their addresses. End the customer when they leave you altogether.

How to do it#

To pause a property:

  1. On the customer's record, open the property's Property menu and choose Pause property.
  2. Set From, then choose Until I resume, or Until and a date.
  3. Tick Email the customer if you want them told. You can read the email before it goes.
  4. Press Pause visits. Later, the same menu offers Resume now and Change pause dates.

To end a property:

  1. Open the property's Property menu and choose End property.
  2. Set the End date. This is the first day with no visits. Add a Note if you want one.
  3. Tick the email to the customer if you want them told.
  4. If this is the customer's only property, the sheet asks whether to end them as a customer too.
  5. Press End property.

To end a customer:

  1. On the customer's record, open the Customer menu in the Customer card and choose End customer.
  2. Set the End date, and choose a Reason, such as Moved house or Switched provider.
  3. Tick the email if you want them told. The line above the button says the date, the reason, and whether the customer will be emailed.
  4. Press End customer.

What your customer sees#

If you ticked the email when pausing, the customer gets an email saying their visits at that address are paused, from which date and until when. It gives dates only, never a time.

If you ticked the email when ending, the customer gets an email from your business about the ending. Their own page stays open, read only, and says their account has ended, with their past visits kept to look back on.

If you did not tick the email, the customer is sent nothing.

What happens next#

While a property is paused, no new visits are planned there. Visits already confirmed stay in the diary. The property card shows the pause with its end date, or that it lasts until you resume.

From an end date, there are no visits at that property or for that customer. An ended customer appears under Past customers in the Status filter on the Customers page, and is left out when you choose a customer in the add sheet. The record shows the end date, with Clear end date if you change your mind.

Good to know#

  • The end date can be up to a year back or two years ahead. A future date is fine: the service carries on until then.
  • If the customer has a signed agreement, ending a property prepares an update removing it, ready to send.
  • To stop just one of several services at a property, use End this service on the property card.
  • A pause email is still sent to a customer who has turned visit emails off, if you tick it.
  • Pausing and ending work the same in automatic mode and in self mode.

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