When an addon is requested by a pro, the Operations team member has to take action on the request. This action has multiple options/paths depending on the context of the request. To complete the 'Extra Addon Request' booking alert, you will need to choose an option for the "Addon Request Decision" field. The three options are: Approve, Reject, Late Approval. A customer may also request more details about this addon request through the customer portal. 

Things to Check First

Approve

Reject

Late Approval

Need More Details - Portal Customer

Things to Check First

1. Customer Process 
   1. Yes - this means the customer is receiving the notification on the portal when an addon request is submitted
   2. No - this means the Operations team is solely responsible for getting this addon request completed 
2. Process Step
   1. Pending Customer Review
   2. Pending Operations Review 
3. Customer Notes - this will contain notes from the customer when they select one of the following addon request decisions: 
   1. Need more details 
   2. Rejection reason 
4. Process Error Notes
   1. Customer <Name> Approved Work (if work was approved)
   2. Customer <Name> Rejected Work (if work was rejected)
   3. Customer has not responded
      1. The customer has not responded to the request after 30 minutes and Ops is now responsible to handle the request
   4. Customer <Name> Requests More Details 
      1. The customer could not approve/reject the request because they need more information. This would be an indication that Ops should reach out to customer immediately to give more information about the addon request
   5. Customer <Name> Attempted to Approve Completed or Old Work
      
      1. The customer tried to make a decision on an addon but the WO is already completed. This would require Ops to reach out to customer (and maybe pro) to try and complete extra work if necessary

Approve

**This option can only be chosen on the same day as the addon request

1. Open the Booking Alert from the Notification Center or Operations Actions Dashboard 
2. Navigate to the 'PSM Response' section and fill out the following: 
   1. Addon Request Decision: "Approved" 
   2. 'Customer PO' - If this is a PO customer, the 'Customer PO' field will appear on the booking alert as required. When you click the magnifying glass, any PO associated to this JP will appear as an option for you to select. If you want to create a new PO for this addon specifically, you can select '+ New Customer PO' and create the PO as normal. This will automatically associate the new PO to this addon only. 
      
      
   3. 'No Payout' and 'No Charge' - These are options to select if the Addon should result in a non-payout to pros or non-charge to customers.
   4. Optionally - Add PSM Response Notes. These will be visible to the Pro.
3. Click 'Save' 
   

Once saved, the system will automatically do the following: 

1. Create the Addon Selection to the Job Profile 
2. Generate the Work Order Service 
3. Mark the Booking Alert as complete and remove from the Notification Center/Dashboard 
4. Alert the pro that the addon request has been approved 

Linking Booking Alerts (Addon Requests) to Work Order Services: After an Addon Request has been approved, there is now a direct link between the Booking Alert (Addon Request) and the Work Order Service. This is helpful for auditing and troubleshooting purposes within the system

Reject

1. Open the Booking Alert from the Notification Center or Operations Actions Dashboard 
2. Navigate to the 'PSM Response' section and fill out the following: 
   1. Addon Request Decision: "Rejected"
   2. Optionally - Add PSM Response Notes. These will be visible to the Pro.
3. Click 'Save'

Once saved, the system will automatically mark the booking alert as complete and remove it from the Notification Center/Dashboard.

**The pro will NOT receive an automatic notification that the addon has been rejected. An Ops member should reach out to the pro to discuss the addon request and the reason it has been rejected

Late Approval

1. Open the Booking Alert from the Notification Center or Operations Actions Dashboard 
2. Navigate to the 'PSM Response' section and fill out the following: 
   1. Addon Request Decision: 'Late Approval'
3. Click 'Save' 
4. Open the Job Profile to see if the work has been billed
   1. If the Job Profile has not been billed: manually add the addon to the Job Profile
   2. If the Job Profile has been billed: A new Job Profile MUST be created with the addon, if not, the customer will not be billed for the addon and the pro will not get paid.

Need More Details - Portal Customer

Once a portal customer receives the notification that an addon has been requested, they can take action on the addon request. The portal customer can: approve, reject, or request more details. When the customer approves or rejects the addon request, the processes described above for approve and reject run automatically. The Ops team does not need to take action in those cases. However, if the customer selects "need more details" the booking alert fields will change and the Ops team needs to take action. 

Fields that will change on booking alert:

• Addon Request Decision = "Need More Details" 
• Process Step = "Pending Operations Review"
• Customer Notes = Notes from customer 
• Process Error Notes = Customer <Name> Requests More Details

Process to Complete:

1. Reach out to customer (and/or pro) to provide them the details they requested and determine decision for addon request 
2. Take action on booking alert (approve, reject, or late approve) 
3. Follow the steps above based on decision (approve, reject, or late approve)