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Manage the reasons a stop can be skipped
By the end of this article you will have shaped the list of reasons your team can choose when a route stop cannot be done, and decided which of them ask for a note and which a customer may see.
The list lives under Settings → Company, on the Routes tab, in the Stop skip reasons card. Anyone who can edit routes can change it.
What you start with
Every business starts with eight reasons, in this order: Customer not present, Customer refused service, Vehicle not available or inaccessible, Weather, Ran out of time, Technician vehicle or equipment problem, Rescheduled by customer and Other. They are ordinary entries — rename, reorder or deactivate any of them.
Two switches sit on each reason:
- Requires notes — a skip with this reason must carry a note explaining it. On by default for Other only.
- Visible to customer — the customer may see this reason’s name on their portal, on the job, as why the visit could not be completed. On by default for the reasons the customer caused (not present, refused, vehicle unavailable, rescheduled, weather) and off for the ones your business caused (ran out of time, equipment problem, other). Without it the customer sees only that the visit could not be completed.
Add a reason
- Click Add reason.
- Type the Reason in English and, with the language button beside the field, in Spanish — the mobile app and the portal show each person the wording in their own language.
- Click Save. The new reason lands at the end of the list.
Rename, reorder, and set the switches
- Rename opens the same dialog with a note: stops already skipped keep the old wording, and the new name applies from now on. That is deliberate — a note a technician wrote last month should not change meaning because the list changed today.
- The Move up and Move down arrows set the order your team sees on the phone and in the office.
- Flip Requires notes or Visible to customer directly in the table; the change saves at once.
Deactivate, activate, delete
- Deactivate hides a reason from the list without losing history. Turn on Show inactive to see it again, marked Inactive, and use Activate to bring it back.
- Delete removes a reason for good — but only one that has never been used. If any stop was ever skipped with it, Wax Stak refuses, tells you how many stops used it, and offers Deactivate instead.
Good to know
- Show inactive also lists the old wording of a renamed reason, marked Replaced, so you can see what a skipped stop from before the rename actually says.
- Reasons are per business: the mobile app downloads your list so a technician can skip a stop with no signal, and picks up changes on the next sync.
- If every reason is deactivated, nobody can skip a stop until one is active again.