Handling skipped and rescheduled services

Weather, cancellations, broken equipment. Three options on every job: postpone, cancel, or skip. Pick the right one and the rest takes care of itself.

Some days the work doesn't get done. Rain rolls in, a customer waves you off, your trimmer dies in the truck. Mowzey gives you three ways to handle it, and they're not the same. Postponing shifts the date. Cancelling drops the job. Skipping pauses one cycle of a recurring service. This guide walks through each so you pick the right one and the office (and the customer) sees what you'd expect.

Where to find these options

Every job card has a three-dot menu on the right. Tap it and you'll see Postpone, Cancel, and for recurring jobs Skip this week. Same menu, three different outcomes.

You can also bulk-postpone from the Daily view by selecting multiple cards and tapping Postpone at the top. Useful when weather kills half a route.

Option 1: Postpone the job

Postpone shifts the job to a later date. The job itself stays (same customer, same services, same notes), just on a different day. Use this when you intend to do the work, you just can't do it today.

Smart postponement. Mowzey figures out the base date for you:

  • If the job is overdue, postpone shifts from today. (No point shifting from a date that's already in the past.)
  • If the job is scheduled for the future, postpone shifts from its scheduled date.

So a job that was scheduled for Friday and you postpone by two days lands on Sunday. An overdue job from last Tuesday postponed by two days lands two days from today. This is what you almost always want, but it's worth knowing the rule.

What the customer sees

Nothing. Postponements don't trigger a customer notification. If you're pushing more than a day or two, call the customer separately so they're not standing at the window wondering where you are.

Option 2: Cancel a one-time job

Cancel drops the job entirely. No invoice. No reschedule. The job moves from scheduled to cancelled status and is gone from your active boards. Use this for true cancellations: customer called and doesn't want the service, the job was booked by mistake, the property is no longer yours.

What the customer sees: The customer gets an email confirming the service was cancelled. If they booked it themselves through their client portal, the same cancellation shows up in their account.

Cancellation is reversible for record-keeping (the job stays in history as cancelled) but you can't un-cancel and put the job back on a route. If you cancelled by mistake, rebook the work as a new job.

Option 3: Skip this week (recurring jobs only)

Skip is the right answer when a customer has a recurring service and they want to pause just one cycle without cancelling the subscription. Common cases:

  • "We're out of town this week, skip us."
  • "The yard doesn't need it yet, skip and pick back up next time."
  • Weather kills the cycle and you don't plan to make it up.

What the customer sees: No notification. More importantly, no charge for that cycle. The recurring subscription continues as normal on the next scheduled date. If their plan was a monthly mow at $80, skipping one week of a weekly add-on does not change the underlying subscription. It just zeroes out the skipped cycle.

Pro tip

If a customer asks to skip and you're not sure whether to skip or cancel, ask: "Do you want this back on schedule next time, or do you want to stop the service entirely?" The answer tells you exactly which button to tap.

Quick reference: what to use when

  • Rain pushed the route. Postpone affected jobs forward a day or two. Bulk-select to do them all at once.
  • Customer texted that they're sick, do next week instead. If it's a one-time job, postpone. If it's recurring, skip this week.
  • Customer cancelled the entire account. Cancel the job from the office side, then cancel the customer's recurring services in their profile.
  • Equipment failure mid-route, won't finish today. Postpone the remaining stops. Call the customers if they were expecting a tight window.
  • Gate locked, can't access. Postpone for a day, leave a note explaining why, and call the customer for the code.

When to loop in the office

You don't need permission to postpone, cancel, or skip. These are crew-level actions on purpose. But if you're cancelling recurring revenue, postponing more than two days, or skipping a high-value customer, send the office a heads-up so they're not surprised when the customer calls. A quick text or a note on the job (see Logging job notes and issues) keeps everyone aligned.