New Provider Guide

What You Can Do If Things Go Wrong ⚠️

Running Late 🕑

If you hit traffic delays, last job went long, etc., you can…

Share an update: The Report Problem feature has an "I'm Running Late" option to share your new ETA with the buyer and document it in the work order.
Request a Schedule Change: If the buyer agrees to or requests a different start time, submit a schedule change request when you check in to help ensure your check-in and the schedule are aligned.
Do a Real-time Check-In: Even if you're late, checking in with the mobile app with GPS enabled as soon as you arrive on site will help ensure your arrival is properly documented and the time log is accurate.

Important Note: Even if you report "I'm Running Late" to let the buyer know your updated ETA, and the buyer acknowledges it, the buyer does not have to accept your request for a schedule update to help you avoid a negative impact to your Timeliness Score. Applying pressure to the buyer to do so could be reported as attempted score manipulation.

Can't Make It Anymore 🗓️

If you are no longer able to adhere to the work order schedule, you can:

Attempt to Reschedule: Let the buyer know ASAP and ask for a reschedule. You can Report Problem: "Schedule Needs Updating" to submit an official request through the work order.
Wait for Buyer Decision: The buyer may approve the reschedule, but they may not. If not, then you can Report Problem: "I can't make it to my assignment" at which point they will either cancel the work order or remove you from the assignment to find a new provider.

Important Note: It is a direct violation of Field Nation policy to send a different provider to site in your place without permission. It may seem like a better option than cancelling, but sending an Unauthorized Person to site creates a high level of liability risk for the buyer and the person on site. Doing so may result in a drastic impact to your PSS or even account deactivation.

Scope Changes or Roadblocks 🚧

If the job is unexpectedly bigger or different than expected due to missing parts, on site issues, new tasks being requested of you by the end client, etc, you can….

Pause work: Contact the buyer ASAP before proceeding. Completing work outside of the approved/written scope or leaving site without permission could lead to issues.
Let the buyer know: Let the buyer know the situation and explain exactly what’s changed or is in your way; include photos if possible and discuss a possible path forward.
Document Changes: After a verbal agreement is found, request that the buyer update the work orders Service Description, tasks and/or payment (if applicable) to represent your new agreement. If no new/additional work is agreed upon, you can still document the details of your conversation in the close out notes or work order messages and proceed with completing the existing scope as-written.

Site Access Issues 🔒

If the door is locked, the location contact isn't there, the address is wrong, etc, you can…

Log arrival: Even if you're unable to start the actual work, check in with GPS enabled to document that you arrived at the address provided in the work order at the scheduled time.
Alert the relevant parties: Reach out to the buyer to explain the issue you're facing. If there is a site location contact number in the work order, calling that might also help.
Document the issue: If unresolved after attempting to call the contacts in the work order, contact Field Nation Support and Report Problem "I'm onsite - can't complete work" in the work order.

Buyer Reports a Problem 🗣️

If you notice the buyer has Reported a Problem through the work order, or opened a Field Nation support case, you can…

Respond promptly: Work Order messages or replying in the case are both great ways to respond and help address problems directly.
Offer a fix: Propose clear next steps (e.g., updated deliverables, a return visit, a discount, etc.
Wait for Buyer Decision: Once the buyer is able to review your response and communicate back, you can find out how they wish to do to resolve the problem and move forward. Taking action prematurely or assuming next steps can lead to other issues.

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