Skip a stop you can’t complete
By the end of this article you’ll know how to record that a stop on your route can’t be done today, what your company’s office sees when you do, and why the job itself stays on the schedule.
When to skip a stop
A stop is one job on today’s route. Sometimes the visit can’t happen: nobody’s home, the customer turns you away, the car isn’t where it should be, or the weather closes in. Skipping the stop tells the office you’re moving on and why — and it takes the stop out of your day’s remaining work.
You don’t need signal. The skip is saved on your phone and sent the next time the app syncs.
Skip a stop
- On Work, tap Start my day if you haven’t yet. You can only skip a stop once your day is under way.
- Tap the job for the stop. Its details open.
- Tap Skip stop. It’s offered while the stop is still ahead of you or you’re at it — a stop you’ve already completed can’t be skipped.
- Pick a reason. The list is the one your office manages, in the order they set it.
- Add Notes if you have them. Some reasons — Other out of the box — need a few words about what happened; Skip stop stays greyed until you’ve typed them.
- Tap Skip stop.
The job’s page now says Stop skipped today, with the reason and your notes. Back on Work, the row is greyed with the reason under the customer’s name, the next stop moves up to the top of the screen, and the stop drops out of Find‘s remaining stops and the “open full route” directions.
What the office sees
- The reason, exactly as it was worded when you chose it — even if they rename it later.
- Your notes.
- That it was you who skipped it, and when. Skipping offline records the time you tapped, not the time the phone synced.
The office sees the same thing on the route and on the job.
The job stays on the schedule
Skipping a stop doesn’t cancel or move the job. It keeps its status so the office can decide what’s next — rebook it or cancel it. If they book a new visit and you complete that one, the customer is asked to review that visit; a skipped stop never asks for a review.
If the skip didn’t go through
Once the phone syncs, the office’s rules apply. In the rare case they refuse the skip — your day hadn’t been started on their side, the reason was retired while you were offline, the office had already completed the stop — the stop goes back to how the office has it and the sync bar shows a needs review badge. Tap it to read why. Usually the fix is to skip the stop again with another reason, or to start your day first.
Good to know
- If the reason list is empty, your phone hasn’t synced since the office set the reasons up — or every reason has been deactivated. Sync once and try again; if it’s still empty, ask the office.
- A reason that’s marked visible to customers shows its name to the customer on their portal as why the visit couldn’t be completed. That’s the office’s setting, not yours.
- Only the technician leading a job sees Skip stop for it; a helper on the job doesn’t.