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Owner's Guide to Crewdex

Difficulty:beginner

Your complete guide to using Crewdex owner features - Dashboard metrics, Team management, Settings configuration, and advanced reports.

Owner Access & Capabilities

As an OWNER, you have full access to:

  • Dashboard with business metrics widgets
  • Team management (add/remove users, set permissions)
  • Settings → Billing (subscription management)
  • All customer and job data across entire organization
  • Revenue and invoice reports
  • Audit trail (full activity log)

Daily Workflow (20 minutes/day)

Morning: Dashboard Check (5 minutes)

Navigate to: Dashboard (home page)

Review these metrics:

1. Today's Jobs

8 jobs scheduled today
- 2 in progress (green)
- 3 not started (blue)
- 3 unassigned (grey) ← NEEDS ATTENTION

Action: Assign unassigned jobs immediately
See: Assign Technician

2. Unpaid Invoices

23 unpaid invoices: $12,450
- 3 overdue (red): $2,300 ← URGENT
- 8 due today: $4,200
- 12 due later: $5,950

Action: Follow up on overdue invoices today
See: Track Unpaid Invoices

3. Pending Quotes

12 quotes awaiting response
- 5 accepted: $8,400 ← CONVERT TO JOBS
- 4 sent (no response): $6,200 ← FOLLOW UP
- 3 expiring soon: $4,100 ← URGENT

Action: Convert accepted quotes, follow up on others
See: Convert Quote to Job
See: Follow Up on Quotes

4. Customer Callbacks

6 callbacks due today
- 3 follow-up quotes
- 2 warranty issues
- 1 maintenance reminder

Action: Call or delegate to admin
See: Communication Preferences

Midday: Job & Team Check (10 minutes)

1. Check job status:

  • Open Jobs → Today
  • Any jobs running late? (red flag)
  • Any issues reported by technicians?

2. Review team messages:

  • Check Crewdex inbox
  • Respond to technician questions
  • Approve time-off requests

3. Check inventory alerts:

  • Low stock warnings?
  • Order parts if needed

Evening: Money & Tomorrow (5 minutes)

1. Record today's payments:

2. Review tomorrow's schedule:

  • Navigate to Calendar → Tomorrow
  • All jobs assigned?
  • Any conflicts to resolve?
  • See: View Calendar

3. Send pending invoices:

  • Any completed jobs not yet invoiced?
  • Review and send
  • See: Send Invoice

Weekly Workflow (2 hours/week)

Monday: Week Planning (30 minutes)

1. Review week's schedule:

  • Calendar → Week View
  • Balanced workload across technicians?
  • Any capacity for new jobs?
  • Any technicians overbooked?

2. Follow up on all pending quotes:

Navigate to: Quotes → Filter: SENT

  • Click each quote → View status
  • Use Send Reminder button for quotes > 3 days old
  • See: Follow Up on Quotes

3. Review weekly metrics in Dashboard:

Navigate to: Dashboard → This Week widget

  • Revenue this week (vs. last week)
  • Jobs completed this week
  • Average customer rating
  • Cash collected this week

Wednesday: Mid-Week Check-In (30 minutes)

1. Team performance review:

  • Reports → Technician Performance
  • Jobs completed this week
  • Average job time
  • Customer ratings
  • Any coaching needed?

2. Cash flow check:

  • How much collected so far this week?
  • On track to meet weekly goal?
  • Any overdue invoices to escalate?

3. Customer satisfaction:

  • Any complaints or issues?
  • Response to recent reviews?
  • Follow up needed?

Friday: Week Wrap-Up & Next Week Prep (1 hour)

1. Financial review:

  • Reports → Weekly Revenue Report
  • Revenue this week: $14,250 ✅
  • Expenses: $3,500
  • Profit: $10,750
  • Compare to last week/month

2. Review Next Week's Schedule:

Navigate to: Calendar → Next Week View

Check for:

  • Unassigned jobs (gray color)
  • Technician availability gaps
  • Overlapping appointments (red warning)

Actions in App:

  • Click unassigned job → Assign Technician dropdown
  • Drag-and-drop to reschedule conflicts
  • Filter by technician to balance workload

Monthly Workflow (4 hours/month)

First Monday: Month Planning (1 hour)

1. Review last month's performance:

  • Reports → Monthly Summary
  • Revenue vs. goal
  • Jobs completed
  • Customer acquisition
  • Quote conversion rate

2. Set this month's goals:

January 2026 Goals:
- Revenue: $65,000 (vs. last month)
- New customers: 15
- Customer retention: 80%
- Quote conversion: 50%+
- Average invoice: $550

Track in: Dashboard → Monthly Comparison widget

3. Review customer sources:

Navigate to: Reports → Customer Sources

  • Which marketing sources brought most customers this month?
  • Review cost per acquisition if tracking ad spend
  • Focus on highest ROI sources

Mid-Month: Financial Deep Dive (1 hour)

1. Profit & Loss:

  • Reports → P&L Report
  • Revenue: $32,450 (on track)
  • Cost of goods: $8,200 (25%)
  • Labor: $12,000 (37%)
  • Overhead: $5,500 (17%)
  • Net profit: $6,750 (21%)

2. Aging report:

3. Cash flow forecast:

  • Next 30 days: Expected revenue vs. expenses
  • Any cash shortfalls coming?
  • Line of credit needed?

Month-End: Review & Improve (2 hours)

1. Customer analysis:

  • Who are your best customers?
  • Customer lifetime value
  • Who needs follow-up/maintenance?
  • Churn rate (customers lost)

2. Service analysis:

  • What services are most profitable?
  • What takes longest?
  • What has best margins?
  • Any services to add/remove?

3. Team performance reviews:

  • Schedule 1-on-1s with each tech
  • Discuss performance, goals, concerns
  • Training needs?
  • Compensation reviews (quarterly)

4. System improvements:

  • What processes are inefficient?
  • What customer complaints are recurring?
  • What can be automated?
  • Update procedures/training

Key Owner Tasks

Team Management in App

Navigate to: Settings → Team

To Add New User:

  1. Click Invite Team Member
  2. Enter email address
  3. Choose role:
    • ADMIN: Full access except billing
    • TECHNICIAN: Mobile app, assigned jobs only
  4. Click Send Invitation
  5. User receives email with setup link

To Edit User:

  • Click user row → Edit Permissions
  • Change role dropdown
  • Enable/disable specific features
  • Click Save Changes

To Deactivate User:

  • Click user row → Deactivate
  • User loses app access immediately
  • All their historical data preserved

Monitor Team Activity:

  • Navigate to: Reports → User Activity Log
  • See: Login times, actions performed, job assignments

Pricing & Quoting in App

Navigate to: Service Requests → Create Quote

Quote Builder Features:

  • Line Items: Add multiple services with qty/price
  • Labor Rates: Set hourly rate or flat fee
  • Materials: Add from inventory or custom items
  • Tax Calculation: Automatic based on Settings → Tax Rate
  • Discounts: Percentage or fixed amount
  • Templates: Save common quotes for reuse

Profit Margin Display:

Subtotal: $1,200
Cost: $480
Profit: $720 (60% margin) ← Shown in green

See: Create Quote

Marketing Features in App

Navigate to: Settings → Integrations → Review Management

Auto-Review Requests:

  • Enable toggle → Sends review request email 24 hours after job completion
  • Customize email template
  • Track review response rate in Reports → Customer Satisfaction

Customer Source Tracking:

Navigate to: Customers → Add Customer → Source dropdown

Track where customers come from:

  • Referral (select existing customer)
  • Google Search
  • Social Media
  • Repeat Customer
  • Other

View Source Report:

  • Navigate to: Reports → Customer Sources
  • See breakdown by source
  • Filter by date range
  • Export to CSV

Referral Program Feature:

Navigate to: Settings → Referral Program

Setup:

  1. Enable referral program toggle
  2. Set referral reward amount (e.g., $50 off)
  3. System generates unique referral link per customer
  4. Customer Profile → Copy Referral Link
  5. Send via email or text

Track Referrals:

  • Navigate to: Reports → Referrals
  • See: Who referred, who was referred, status

Systems & Settings Management

Configure Crewdex for your business:

Settings → Company (Business Identity)

Company Name:

  • Appears on all invoices, quotes, and emails sent to customers
  • Displayed in customer portal header
  • Used in email signatures
  • Tip: Use your legal business name for invoices

Logo:

  • Upload PNG or JPG (recommended: 500x500px, transparent background)
  • Displays on invoices, quotes, and email headers
  • Shown in customer portal
  • Best practice: Use high-quality logo for professional appearance

Brand Colors:

  • Primary color: Used for buttons, links, call-to-action elements
  • Affects customer portal, emails, and printed documents
  • Tip: Match your website colors for brand consistency

Contact Information:

  • Address: Shows on invoices, used for service area calculations
  • Phone: Main business line, appears on all customer communications
  • Email: Default reply-to address for automated emails
  • Website: Linked in customer portal and email footers

License Numbers:

  • Displays prominently on invoices and quotes
  • Required in many states for HVAC contractors
  • Examples: Contractor License #12345, EPA Certificate #67890
  • Legal requirement: Check your state's requirements

Landing Page Contact Cards:

Your business landing page displays contact information in cards that adapt to device size:

Desktop Layout (2-column grid):

  • Office Hours (top-left) - Shows weekly schedule with today highlighted
  • Visit Us (top-right, if enabled) - Physical address with map link
  • Call Us (bottom-left) - Highlighted with blue border if currently open
  • Email Us (bottom-right) - Always available fallback contact

Mobile Layout (stacked):

  • Call Us (top) - Prioritized if open now for immediate action
  • Office Hours - Context for best time to call
  • Visit Us (if enabled)
  • Email Us - Backup contact method

"Open Now" Visual Indicator: When your business is currently open (based on Office Hours in Settings):

  • Call Us card displays green "Open Now" badge
  • Card has prominent blue border (border-primary-600)
  • Light blue background highlights the card
  • Guides customers to call when you're available

Section Visibility:

All five landing page sections can be individually shown or hidden. Go to Settings → Landing Page → Section Visibility to configure:

  • Our Services: Toggle to show/hide the services grid
  • Office Hours: Toggle to show/hide the office hours card
  • Email Us: Toggle to show/hide the email contact card (only appears if business email is set)
  • Visit Us: Toggle to show/hide the physical address card
  • Call Us: Hidden if "Enable Call Us" is disabled in Contact & Callback Controls, or if no phone number is set

Best Practices:

  • Set accurate business hours to ensure the "Open Now" indicator is correct
  • Hide Visit Us if you're a mobile-only contractor with no walk-in location
  • Hide Office Hours if you offer 24/7 service and don't want to imply limited availability
  • Add high-quality hero image in Settings → Landing Page for professional appearance
  • Test on mobile device to see prioritized Call Us card
  • Enable Allow evening callbacks (Settings → Landing Page → Contact & Callback Controls) to let customers request 17:00–20:00 call-back slots

Settings → Invoicing (Payment & Billing)

Default Payment Terms:

  • Net 15: Payment due 15 days after invoice date (residential standard)
  • Net 30: Payment due 30 days (commercial standard)
  • Due on Receipt: Immediate payment required (emergency services)
  • Shows on invoice as "Payment Due: [Date]"
  • Tip: Residential customers typically pay faster with Net 15

Tax Rate:

  • Automatically applied to all invoices and quotes
  • Based on your business location (set in Company → Country)
  • Example: 6.5% sales tax on parts and labor
  • Important: Verify with your accountant for local requirements
  • Tax line appears as "Tax (6.5%): $65.00" on invoices

Late Fees:

  • Percentage: 2% per month on overdue balance (compounds monthly)
  • Flat Fee: $25 per late payment (one-time charge)
  • Applied automatically when invoice becomes overdue
  • Customer receives notification before fee is charged
  • Legal note: Check your state's maximum allowable late fee

Auto-Reminders:

  • 3 days before due date: Friendly reminder email
  • On due date: "Payment due today" notification
  • 7 days overdue: First overdue reminder
  • 14 days overdue: Second overdue reminder (stronger tone)
  • 30 days overdue: Final notice before collections
  • Benefit: Improves cash flow without manual follow-up
  • Customize email templates in Settings → Email Templates

Settings → Regional Preferences (Localization)

Currency:

  • Automatically set based on your business country
  • USD ($): United States, US Territories
  • CAD (C$): Canada
  • EUR (€): European Union countries
  • GBP (£): United Kingdom
  • Displays on all invoices, quotes, and reports
  • Cannot be changed independently - tied to country for legal/tax compliance
  • To change: Update country in Settings → Business

Date Format:

  • MM/DD/YYYY: US standard (12/25/2025)
  • DD/MM/YYYY: International standard (25/12/2025)
  • YYYY-MM-DD: ISO standard (2025-12-25)
  • Affects: Calendar views, invoice dates, report filters
  • Tip: Match your accountant's preference for easier bookkeeping

Time Format:

  • 12-hour: 2:30 PM, 8:00 AM (US standard)
  • 24-hour: 14:30, 08:00 (Military/International)
  • Affects: Job scheduling, time tracking, appointment reminders
  • Best practice: Use 12-hour if customers are unfamiliar with 24-hour format

First Day of Week:

  • Sunday: US standard calendar view
  • Monday: International standard (ISO 8601)
  • Affects: Calendar display, weekly reports, scheduling views
  • Tip: Match your team's work week (e.g., Monday if you're closed Sundays)

Measurement System:

  • Imperial: feet, pounds, gallons (US standard)
  • Metric: meters, kilograms, liters (International)
  • Affects: Parts inventory, job materials, equipment specifications
  • HVAC Context: Refrigerant measured in pounds (Imperial) or kilograms (Metric)
  • Most US HVAC suppliers use Imperial - change with caution

Settings → Scheduling (Appointment Management)

Business Hours:

  • Default hours shown in customer booking widget
  • Example: Monday-Friday 8:00 AM - 6:00 PM, Saturday 9:00 AM - 3:00 PM
  • Prevents customers from booking outside available times
  • Technicians can still work outside hours (emergency calls)
  • Seasonal adjustment: Update for winter vs. summer schedules
  • Holiday override: Manually block specific dates

Service Areas:

  • Zip Code List: Enter specific zip codes you serve (e.g., 90210, 90211, 90212)
  • Radius: Set mile/km radius from your business address (e.g., 25 miles)
  • Customers outside area see "Outside Service Area" message
  • Drive time calculation: System estimates travel time for scheduling
  • Pro tip: Set realistic boundaries to avoid unprofitable long drives
  • Revenue impact: 1 hour drive time = 2 hours lost revenue

Default Job Duration:

  • Standard service call: 1-2 hours
  • AC maintenance: 1.5 hours
  • Furnace replacement: 6-8 hours
  • Used for auto-scheduling new jobs
  • Prevents double-booking in calendar
  • Adjust per job: Override when creating specific appointments
  • Buffer recommendation: Add 15-30 min for unexpected issues

Buffer Time Between Jobs:

  • Prevents back-to-back scheduling
  • 30 minutes: Drive time + cleanup + paperwork
  • Example: Job ends 2:00 PM, next job starts 2:30 PM
  • Reduces technician stress and rushed jobs
  • Accounts for traffic, parking, customer small talk
  • Customer satisfaction: Technicians arrive on time, not rushed

Settings → Notifications (Communication Automation)

Owner/Admin Alerts:

  • Job Assigned: Get notified when work is scheduled
  • Invoice Paid: Real-time payment notifications (celebrate wins!)
  • Quote Accepted: Customer accepted estimate, ready to schedule
  • New Service Request: Customer submitted service request
  • Overdue Invoice: Invoice past due date (collections needed)
  • Delivery: Email (instant), SMS (urgent only), or both
  • Frequency: Real-time, Daily digest, or Weekly summary

Customer Notifications (Automated):

  • Appointment Reminder: Sent 24 hours before job (reduces no-shows by 40%)
  • Invoice Sent: "Your invoice is ready" with payment link
  • Payment Receipt: Automatic thank-you + receipt after payment
  • Quote Ready: "Your estimate is ready to review"
  • Job Completed: "Thanks for your business" + request review
  • All include: Customer portal link for self-service
  • Branding: Uses your logo, colors, contact info

Team Notifications:

  • Job Assigned: Technician gets SMS/email when assigned new work
  • Schedule Change: Instant notification if job time/date changes
  • New Message: Customer or office sent message
  • Job Notes Added: Owner added notes to their assigned job
  • Emergency Override: Push notification for urgent calls
  • Mobile app integration: Notifications appear on technician phones

Best Practices:

  • Enable appointment reminders: Dramatically reduces no-shows
  • Auto-invoice emails: Faster payment (avg 5 days vs 15 days)
  • Team SMS for emergencies: Call for routine, SMS for urgent
  • Daily digest for owners: Avoid notification overload
  • Test before enabling: Send yourself test emails to check appearance

Settings → Integrations (Connected Tools)

QuickBooks (Accounting):

  • Auto-sync: Invoices, payments, customers transfer to QuickBooks
  • Eliminates double-entry: Create invoice once, appears in both systems
  • Tax ready: All financial data organized for accountant
  • Chart of accounts: Map Crewdex categories to QuickBooks accounts
  • Setup time: 15 minutes one-time setup
  • Supported: QuickBooks Online, QuickBooks Desktop (via connector)
  • ROI: Saves 2-5 hours/month on bookkeeping

Google Calendar (Scheduling):

  • Two-way sync: Jobs appear in Google Calendar, changes sync back
  • Team calendars: Each technician's calendar syncs separately
  • Mobile native: View jobs in Google Calendar app on phone
  • Family sharing: Share calendar with spouse/office manager
  • Color coding: Jobs, appointments, blocked time different colors
  • Conflicts: System warns if double-booked
  • Alternative: Also works with Outlook Calendar

Stripe (Online Payments):

  • Credit cards: Visa, Mastercard, Amex, Discover accepted
  • Apple Pay / Google Pay: One-tap payment on mobile
  • ACH bank transfers: Lower fees (0.8% vs 2.9% for cards)
  • Payment links: Send text message with "Pay Now" link
  • Customer portal: Customers pay invoices online anytime
  • Fees: Stripe charges 2.9% + $0.30 per credit card transaction
  • Payout: Funds in bank account next business day
  • Security: Stripe handles all credit card data (PCI compliant)
  • Setup: 10 minutes, requires bank account verification

Email (Gmail / Outlook):

  • Send from your email: Invoices/quotes sent from [email protected]
  • Reply tracking: Customer replies appear in Crewdex
  • Thread history: Full email conversation with each customer
  • Templates: Use your email with Crewdex templates
  • Authentication: OAuth secure connection (never stores password)
  • Gmail: Best for small businesses (<500 emails/day)
  • Outlook/Office 365: Best for businesses with Microsoft 365

Other Available Integrations:

  • Zapier: Connect to 5,000+ apps (advanced users)
  • Mailchimp: Email marketing to customer list
  • WhatsApp Business: International customer communication
  • Square: POS integration for in-person payments

App Features by Business Size

Solo Owner ($100k-$200k/year)

You'll use:

  • Mobile App: Schedule jobs from field, no office needed
  • Customer Portal: Customers can view invoices, pay online
  • Email Templates: Professional communication without typing
  • Stripe Integration: Accept credit cards instantly

Navigate to:

  • Settings → Mobile App Setup
  • Settings → Payment Processing → Enable Stripe
  • Settings → Email Templates

Owner + 1-2 Techs ($200k-$500k/year)

Additional features you'll need:

  • Team Management: Settings → Team → Add users
  • Job Assignment: Calendar → Drag-and-drop to assign tech
  • Performance Tracking: Reports → Technician Performance
  • Photo Requirements: Settings → Jobs → Require before/after photos

Navigate to:

  • Settings → Team
  • Calendar (drag-and-drop assignment)
  • Reports → Technician Performance

Established Business ($500k-$1M/year)

Advanced features:

  • Dashboard Metrics: Real-time revenue, unpaid invoices, job status
  • Advanced Reports: Profit & Loss, Aging Report, Service Analysis
  • Automations: Auto invoice reminders, review requests, appointment reminders
  • Custom Fields: Settings → Custom Fields (track business-specific data)

Navigate to:

  • Dashboard (metrics overview)
  • Reports → Advanced Reports
  • Settings → Automations
  • Settings → Custom Fields

Multi-Crew Business ($1M+/year)

Enterprise features:

  • API Access: Settings → Integrations → API Keys (connect to accounting software)
  • Bulk Operations: Jobs → Select Multiple → Bulk assign/reschedule
  • Advanced Permissions: Settings → Team → Custom role permissions
  • White-Label: Settings → Branding (remove Crewdex branding)

Navigate to:

  • Settings → Integrations → API
  • Jobs page → Multi-select toolbar
  • Settings → Team → Advanced Permissions
  • Settings → Branding

Contact Support: For enterprise features (multi-location, dedicated support)

Common App Usage Questions

Q: How do I collect upfront deposits?

Navigate to: Service Requests → Create Quote

Steps:

  1. Build quote with line items
  2. Scroll to bottom → Payment Terms section
  3. Select "Require Deposit"
  4. Enter deposit amount (% or fixed dollar)
  5. Send quote to customer
  6. Customer receives link to pay deposit via Stripe

See: Payment Processing

Q: How do I track overdue invoices?

Navigate to: Dashboard → Unpaid Invoices widget

Filter by status:

  • Overdue (red): Past due date
  • Due Today (yellow): Due within 24 hours
  • Upcoming (green): Due later

Actions:

  • Click invoice → Send Reminder button
  • Enable: Settings → Automations → Auto Invoice Reminders
  • View aging report: Reports → Aging Report

See: Track Unpaid Invoices

Q: How do I monitor technician performance?

Navigate to: Reports → Technician Performance

Metrics shown:

  • Jobs completed (by technician)
  • Average job time
  • Customer ratings (star average)
  • Revenue generated
  • Late arrivals count

Filter by:

  • Date range (last week, month, quarter)
  • Individual technician
  • Job type

Export: Click Download CSV for spreadsheet analysis

Q: How do I handle seasonal slowdowns?

Use Maintenance Agreements Feature:

Navigate to: Settings → Maintenance Plans

Setup:

  1. Create maintenance plan template (e.g., "Biannual HVAC Service")
  2. Set recurring schedule (every 6 months)
  3. Add customers to plan
  4. Jobs auto-create on schedule
  5. Recurring revenue during slow season

Track: Reports → Maintenance Plans → Active subscriptions

Reports Available to Owners

Navigate to: Reports (sidebar)

Financial Reports:

  • Revenue Report: Total revenue by date range, filterable by technician/service type
  • Aging Report: Unpaid invoices grouped by age (current, 30, 60, 90+ days)
  • Profit & Loss: Income vs expenses (requires expense tracking enabled)
  • Tax Summary: Taxable revenue by period for tax filing

Operations Reports:

  • Job Completion Rate: % of jobs completed on time
  • Technician Performance: Jobs/ratings/revenue per technician
  • Service Analysis: Which services generate most revenue
  • Quote Conversion Rate: % of quotes that become jobs

Customer Reports:

  • Customer Acquisition: New customers by source (referral, Google, etc.)
  • Customer Lifetime Value: Total revenue per customer
  • Customer Satisfaction: Average ratings and review responses
  • Repeat Customer Rate: % of customers with 2+ jobs

Export Options:

  • All reports: Click Download CSV
  • Date range filter: Last 7/30/90 days, custom range
  • Print view: Click Print Report

Owner App Features

1. Dashboard Metrics Widget:

  • Revenue today (auto-updates in real-time)
  • Cash collected today
  • Jobs completed today
  • Invoice aging (overdue, due today, due later)

Navigate to: Dashboard → Metrics card at top

2. Team Management:

Navigate to: Settings → Team

Actions:

  • Add new user → Set role (Admin/Technician)
  • Edit permissions → Choose what they can access
  • Deactivate user → Removes app access (data preserved)

3. Automation Settings:

Navigate to: Settings → Automations

Enable:

  • Invoice reminders: Automatic emails for unpaid invoices
  • Review requests: Automatic after job completion
  • Appointment reminders: Sent 24 hours before job

Handling Refund Requests

When customers request refunds:

Step 1: Assess Reason

  • Service quality issue → Full refund + apology
  • Partial work → Partial refund (line-item selection)
  • Duplicate charge → Full refund immediately
  • Customer dissatisfaction → Determine fair resolution

Step 2: Check Payment Method

Stripe payments (card/ACH):

  • Use Crewdex "Issue Refund" button
  • System auto-refunds to customer (5-10 business days)
  • No manual action needed

Manual payments (cash/check):

  • Use Crewdex "Issue Refund" to create Credit Note
  • You must manually issue company check or return cash
  • Document check number/delivery date in invoice notes

Step 3: Process Refund in System

  1. Navigate to Invoices → Find paid invoice
  2. Click invoice to open detail page
  3. In Actions card → Click "Issue Refund"
  4. Select line items to refund (full or partial)
  5. Enter detailed reason (required for audit trail)
  6. Create credit note

Step 4: Document Everything

  • Add detailed reason in refund dialog (audit trail)
  • Note any customer communication in invoice notes
  • For manual payments: Record check number and delivery date
  • Follow up after refund processed to ensure customer satisfaction

Step 5: Learn and Prevent

After issuing refund, review:

  • What caused the need for refund?
  • Can process improvements prevent future issues?
  • Was communication with customer clear upfront?
  • Should technician receive additional training?

📖 Detailed Guide: How to Issue a Refund

Daily Tasks:

Sales & Quoting:

Financial:

Customer Management:

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