How to handle Lock Outs (with and without a Lockout Fee)

If cleaners can’t access a client’s home, it’s marked as a lockout. A lockout allows you to record the issue, automatically charge a fee (if enabled), and pay cleaners a lockout rate set in branch settings.

Step-by-Step: Marking a Lockout Job

• Go to the Job (e.g., from the route section).

• Double-click the job and select View Details.

• Click Options → Lockout Job.

• Enter the lockout fee percentage (e.g., 100%).

• Confirm whether to pay cleaners (based on branch lockout pay).

• Add a reason (e.g., “Client forgot”).

• Click Lockout Job to finalize.

  • If auto-charge is enabled, the client will be charged automatically.

  • If auto-charge is disabled, the system won’t bill automatically.

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Additional Notes

• To waive the fee for good clients, select Do Not Charge.

• For clients not on auto-charge, go to the Payments page, search for the customer, and generate a manual invoice.

• Lockout fees are visible to admins and ensure cleaners are compensated for travel/time.