Managing active Service reminders

Managing active service reminders ensures that any necessary adjustments, such as editing the contact information or correcting due dates, are handled correctly to maintain accurate reminders and service schedules. This guide covers how to edit and delete service reminders, including considerations for manual and automatic settings.

 

Editing a Service Reminder

➡️ Go to the customer's dashboard > Service reminders > View > Edit

Here you can change the contact to whom the service reminder is sent. This is useful if the primary contact changes or needs to be updated.

 

Editing the Due Date

If the correct process of adding service jobs, final invoicing, or free-of-charging the service jobs is followed, there should be no need to change the service reminder's due date. The due date represents when the service is due.

  • Handling Overdue Services: If a customer cannot book their service until two months after the due date, the recommendation is to not change the due date. The due date should reflect the original schedule, even if the service is delayed. The job should be booked as overdue and handled as normal.

However, if something was processed incorrectly—such as final invoicing the job with the wrong reminder date—you may need to adjust the due date.

  • For Manual Service Reminders: You can change the due date without any issues.
  • For Automatic Service Reminders: Do not change the due date within the period when the reminder is set to be sent. For example:
    • If your service reminder is set to be sent 4 weeks before the service is due, and you change the due date to fall within that 4-week window, the reminder will not send, and it will not renew correctly.

Important: If you're using automatic reminders and need to change the due date within the reminder period, delete the reminder and create a new one to ensure proper functionality.

 

Deleting a Service Reminder

➡️ Go to the customer's dashboard > Service reminders > View > Delete

Service reminders cannot be deleted if they are assigned to a job. To delete a reminder, you must first abort or free-of-charge the job and close it.

Note: Deleting a service reminder will remove all historical records of the services linked to that reminder in the Service Reminders Report.

 

Why Are My Service Reminders Not Sending?

If your service reminders are not sending, consider the following common reasons and troubleshooting steps:

  1. Communication Preferences Not Set Correctly:

    • Ensure the customer’s contact information includes valid communication methods, such as email, SMS, or letter.
    • Double-check that the required methods (e.g., email or SMS) are ticked. If a contact does not have a mobile number or email, and those methods are selected, the reminder will not send.

  2. Service Reminder Linked to a Job:

    • If a job has been linked to a service reminder, the reminder is automatically removed from the list, indicating it no longer needs processing. Ensure jobs are linked correctly to avoid confusion.

  3. Editing the Service Reminder Date:

    • Avoid editing the reminder date close to the scheduled sending time. For automatic reminders, changing the date within the sending window (e.g., 4 weeks before the due date) can prevent the reminder from sending.
    • Solution: If necessary, delete the reminder and create a new one to reset the schedule.

  4. Switching Between Manual and Automatic:

    • Be cautious when changing a reminder from automatic to manual close to the sending date. This switch could disrupt the sending schedule.
    • Solution: Create a new reminder specifically set to manual or automatic to ensure future reminders are sent as intended.