The statuses at a glance
| Status | What it means |
|---|---|
| Unassigned | New request, no provider picked yet |
| Assigned | You’ve picked one or more providers; waiting on their acceptance |
| Accepted | All assigned providers have accepted |
| In progress | A provider marked the service as started |
| Needs attention | A provider flagged a problem while working the request |
| Completed | The service was delivered |
| Cancelled | You cancelled it |
Unassigned → Assigned
You assign a request to one or more providers from the Requests page. See Assigning a request for the full walkthrough.There’s no auto-assign. Every request starts Unassigned and stays that way until a PM picks a provider — even if you’ve set up a “default” provider concept elsewhere, it isn’t wired up to auto-assign requests today.
Assigned → Accepted
Each assigned provider gets an Accept / Decline choice.- If you assigned multiple providers, the request only becomes Accepted once all of them accept. Until then, you’ll see “X of Y accepted” in the detail pane.
- If a provider declines, they give a reason (schedule conflict, service not available, unable to reach the guest, or other). The request drops back to Unassigned only if everyone else has also declined or was never assigned — otherwise it just waits on the remaining providers. There’s no auto-reassignment; you’ll need to assign someone new yourself.
- 15-second undo window: right after accepting, a provider (or you, while others are still pending) can undo the acceptance. The guest’s “your request was accepted” email is deliberately held back for those 15 seconds too, so an accidental tap doesn’t notify the guest prematurely.
Accepted → In progress
Normally the provider taps Start when they begin the job. If they can’t (no phone access, forgot, etc.) and you know the work has started, you can click Mark started yourself — you’ll be asked to confirm, since this updates the record on their behalf.In progress → Completed
Same pattern: the provider taps Complete, or you use Mark completed if they can’t do it themselves.Needs attention
A provider raises this — it’s the only way a request gets here, and it can only happen while the request is In progress. They pick a reason (guest not available, unable to reach the guest, guest requested to cancel, service can’t be completed as booked, safety/access issue, equipment/supply problem, or other) via Report an issue. You’ll see an orange banner with their reason. From there you choose how to resolve it:
Reassign
Resets acceptance for the currently assigned providers — they’ll need to accept again — and puts the request back in Assigned.
Cancelling
Only you (the PM) can cancel a request — providers can decline before accepting or report an issue while in progress, but they can’t cancel outright. See Cancelling a request for the full flow and what it does (and doesn’t) do about refunds.Reminders
If a provider is sitting on a Pending assignment and hasn’t responded, click Remind provider (visible while the request is Assigned) to re-send them the assignment notification. There’s a 4-hour cooldown between reminders for the same provider so you can’t spam them.Duplicating (rebooking)
Once a request is Completed or Cancelled, a Duplicate button lets you create a fresh booking with the same details — property, service, guest info, add-ons, pricing — but:- A new reference number
- Status reset to Unassigned (you’ll need to assign it again)
- Assignment/activity/message history is not copied
- Payment is reset to Cash / Pending regardless of how the original was paid