If the installer discovers that the job scope has changed upon arrival, they need to thoroughly explain their rationale to their customer first. They MUST then add a comment to their job ticket on the 'add comment' section with specific details on why the job scope has changed (i.e. the electric panel is 75ft from the desired charger installation location vs 25ft as initially entered by the customer).
The customer and the installer both agree to the changed job scope
If the customer agrees with the changed job scope, the customer MUST click on the 'modify job' button in their app on their job ticket and they will be taken to the 'set up project scope' page where they will be prompted to update their details with the changed job scope. After the customer confirms that they agree with the new price quote, the installer will get a notification asking them to proceed with the installation and their rate will also be updated to reflect the new job scope.
The customer does NOT agree with the changed job scope
However, if the customer does not agree with the new job scope, installers should ask the customer to click on the 'cancel job' button in their app on their job ticket and click on the 'cancelled by customer' button. In this case, the cancellation will have no impact on the installer's rating and they will not be paid for the services. At this point they are also required to return the material.
The installer is UNABLE to perform the new installation
On the other hand, if the customer agrees with the new job scope, but the installer is unable to perform the installation for any reason, they should ask the customer to click on the 'cancel job' button in their app on their job ticket and click on the 'modify job' button. They will be then directed to the 'set up project scope' page. They will proceed and thus be paired up with a new installer. This will have no impact on their rating. They will also not be paid for this job and are expected to return the material.
Additional material and/or time required to complete the job
If the new job scope requires additional time and/or different installation materials that the installer does not have available, the customer will go through the process of modifying the job scope by following the process below:
-The installer will ask the customer to click on the 'modify job' button in their app on their job ticket
- The customer will be taken to the 'set up project scope' page where they will be prompted to update their details with the changed job scope.
-After the customer confirms that they agree with the new price quote, the installer will get a notification asking them to proceed with the installation and their rate will also be updated to reflect the new job scope.
At this point the installer will select the 'Reschedule' button on the bottom of the job ticket on the ReadiCharge Installer app. Follow this LINK to get instructions on rescheduling a job. The installer and the customer will identify the best time to reschedule the installation appointment.
ADD VIDEO TO DESCRIBE THIS PROCESS
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