Skip a stop that can’t be done
By the end of this article you will know how to skip a stop on a technician’s route when the visit cannot be done, what Wax Stak records when you do, and what still needs your attention afterwards.
When a stop is skipped
A stop is one job on a technician’s route for the day. Sometimes the visit cannot happen: the customer is not there, they refuse the service, the vehicle is not where it should be, or the weather turns. Skipping the stop records that the technician is moving on, and why — without changing the job itself.
The technician can skip a stop from the mobile app. You can do the same from the office when they call in, or when a customer calls you first.
Skip a stop from the office
- Open Work → Routes and pick the person in the Technician list and the day.
- Find the stop in the list beside the map. A stop can be skipped once the route is under way and while it is still Pending, En route, Arrived or In progress — a Completed or Skipped stop offers no action.
- Click Skip stop on that row.
- Choose a reason from the Reason list. The list is the one your business manages under Settings → Company, on the Routes tab.
- Add Notes if you have them. Some reasons — Other out of the box — require a note, and the field says Required for this reason until you write one.
- Click Skip stop.
The stop turns Skipped in the list and on the map, with the reason, your notes, who skipped it and when shown under the customer’s name.
What is recorded
- The reason, exactly as it was worded at the time. If you rename a reason later, stops already skipped keep the old wording.
- Your notes.
- Who skipped the stop and when — the office or the technician.
- The route’s count of skipped stops, which the Mileage & Fuel report also shows.
The job is not changed
Skipping a stop does not cancel or move the job. It stays on the calendar with the same status, so you can decide what happens next: open the job and reschedule it, or cancel it.
To make sure you see it, the job’s page shows a banner — Stop skipped on the date, with the reason and notes — next to the reschedule and cancel actions. If the job is later done on a new visit, that visit is the one the customer is asked to review; a skipped stop never asks for a review.
Good to know
- Only someone who can edit routes can skip a stop from the office; technicians skip their own stops on the mobile app.
- A reason that is marked visible to customers shows its name on the customer’s portal, on the job, as the reason the visit could not be completed. One that is not marked shows only that the visit could not be completed.
- If the Reason list is empty, every reason has been deactivated — activate one again, or add a new one, under Settings → Company → Routes.