What happens the first time a customer picks you
You're approved, Accepting jobs is on, and somewhere in your service area a customer just chose your quote. Here's the whole thing, start to finish, so nothing on that first one is a surprise.
1. The offer (you have a few minutes)
Your dispatch board chimes, your browser shows a notification, and the dispatch phone gets a text: "A customer picked your quote — $123 net, sedan, Ballard → Northgate." The offer sits in Needs a response with a countdown. Open it and you'll see the pickup, dropoff, vehicle, situation, any photos the customer added, and exactly what you'll net.
- Accept — one tap. The customer's card is already on hold for the full amount; you're committed to the ETA the quote showed.
- Decline — pick a reason (no truck free, out of area, wrong equipment). No penalty, and the customer is sent back to choose someone else. Declining honestly is better than accepting and cancelling.
- Let it expire — counts against your on-time record. Set Accepting jobs off when you can't answer offers.
Only one truck? Turn on auto-assign in Settings and skip step 2 on every job.
2. Assign a driver and truck
On the job card, pick the driver and the truck. Drivers who are online and on shift are listed first; the board suggests the nearest. Save, and the driver's phone gets the job with a push and a text.
If you're the driver too: open Drive on your phone. Everything below happens from there.
3. On the road
The driver's Current job card has navigation to the pickup, the customer's number, the vehicle, and one big button for the next step. The customer watches the truck on their tracking link, so:
- Tap En route when you actually leave. The ETA they see is live traffic from your position.
- Tap Arrived on scene when you're with the vehicle.
- If the job isn't what was described — winch-out, dollies, a locked garage — propose an extra from the job card before you do the work. The customer approves it on their phone and it's added to the receipt. Extras on your published price list are approved in one tap; anything else gets a note explaining why. Don't do the work first and charge after.
- Accident, recovery, impound or police jobs need two condition photos before you can mark the vehicle loaded. Take them from the job card; they're on the record forever.
Lost signal? Keep going. Status taps, photos and the signature queue on the phone and send themselves when you're back in coverage.
4. Loaded → delivered → done
Vehicle loaded → In transit → Delivered at the dropoff. Get a signature on the phone if the customer's there. Then Complete — that's the moment the hold on the card is captured for the quoted amount plus any approved extras and sales tax.
The customer gets a receipt by text and email; a copy is on the job in your ledger. They can tip and rate you from it.
5. Getting paid
The job shows under Jobs with its full paper trail: every status with a time and position, the photos, the signature, the itemization, your fee, and your net. Stripe pays out weekly to the bank you connected — price minus fee, plus the sales tax the customer paid. Money in the help center has the details.
If something goes wrong
- Customer cancels after you're en route — a late-cancellation fee is charged to them and paid to you.
- You have to cancel — do it from the job card with a reason. Three late cancellations in 30 days pauses your offers for a day, so call the customer first if you can.
- The customer disputes — you'll get a text and the job shows the dispute; add your side within 48 hours. The photos, positions and approved extras are what settle it, which is why the app asks for them.
- Nothing came through — see Not getting offers?.