Releasing a Job vs. Requesting a Cancellation
Understanding the difference between releasing a job and requesting a cancellation is critical for maintaining a high provider rating and avoiding unnecessary fees. The main difference depends on whether the issue is with you (Release) or with the property/customer (Cancellation).
Definition: A release is "Provider-centered." You are returning the job to the marketplace so another professional can pick it up because you are no longer able to complete it.
When to use it: Use this when the property is serviceable, but you cannot perform the work. You should release jobs as soon as possible to give the next provider enough time to finish the work before the deadline.
Valid reasons for a release:
Equipment Issues: Your mower or plow is broken.
Scheduling: Family emergencies, planned vacations, or illness.
Logistics: Changing your service routes or no longer working in that specific area.
Errors: You accepted the job by mistake (given job is released immediately) or your equipment isn't the right fit (e.g., your mower is too wide for their gate).
Warning: Holding onto a job you cannot finish is considered "squatting." This prevents other pros from working, hurts the customer experience, and will lower your provider ranking.
Definition: A cancellation is "Property-centered." You are notifying LawnGuru that the job cannot be completed by anyone as currently requested.
When to use it: Use this to flag an unserviceable property. This alerts a LawnGuru agent to contact the customer and resolve the issue. In many cases, once the issue is fixed, the job can be returned to your board.
Valid reasons for a cancellation:
Access Issues: The gate is locked, or vehicles are blocking the entire service area.
Safety Hazards: Aggressive dogs are loose, or there is excessive pet waste.
Property Conditions: The yard is flooded with standing water, or there is excessive debris (glass, trash, etc.) in the service area.
Active Obstacles: Sprinkler systems are running while you are on-site.
Customer Request: The customer messages you directly to cancel.
Already Clear (Snow): The snow has already melted or been cleared by someone else.
Best Practices
Be Detailed: Regardless of which option you choose, always type a clear, detailed reason for the action.
Take Photos: For cancellations, a photo is required to prove the property condition (e.g., a photo of the locked gate or the running sprinklers). This ensures you receive your trip fee.
Communicate: For minor weather delays (like a brief rain shower), do not cancel or release. Simply message the customer to let them know you’ll be there as soon as it dries.