Estimates and signatures

Describe the additional work clearly

When the visit reveals work beyond the original request, prepare an estimate with the proposed scope, price, terms and expiry. The customer needs a clear description of what the additional amount covers before another part or labor session is charged. Keep the estimate connected to the same service call and customer, so an approval from a different location or visit cannot authorize this job.

The submitting technician retains authorship of the request. The independent commercial decision and the customer’s acceptance are separate records. A crew lead can review a colleague’s estimate within the configured limit, while larger amounts or a self-prepared request go to Operations Manager. The threshold is captured at submission, making the basis of that decision reviewable later.

Keep approval attached to one revision

After internal review, present the exact approved scope to the customer. The signature records the displayed document and its revision, who signed, why that person could authorize the work, and who captured the acknowledgement. A typed name or an uploaded image URL alone cannot establish that the customer accepted the specific amount and terms.

Changing the scope, amount or terms returns the estimate for the required decisions. An older signature remains useful history but does not authorize the revised work. Expiry applies to unsigned pending estimates; it cannot retroactively cancel work the customer already authorized and the technician performed.

Finish with a separate acknowledgment

The completion signature confirms the finished visit and its current scope. It does not substitute for approval of additional work before that work began. Technicians can capture the appropriate evidence on the mobile device, while server validation confirms that it belongs to the correct call, document and authorized signer. Signed records remain immutable even to administrators.

How the work moves

Approve additional work. Technician prepares an Estimates revision with exact Scope, amount, terms and expiry, then submits it. An independent Crew Lead within ApprovalLimitSnapshot or Operations Manager approves the exact revision: Status: Draft → Submitted → InternallyApproved. The customer then signs that presented revision with authorization evidence: Status: PresentedToCustomer → Approved. A changed scope or amount invalidates old decisions and signatures. Additional parts/labor must reference the approved estimate before work is charged.

Complete and acknowledge. Technician requests completion while OnSite. Validate closed nonoverlapping labor sessions, posted parts, required photos, ResolutionSummary and an immutable current-scope CompletionSignature from an authorized customer signer. If payment is required, wait for confirmed capture covering the computed balance or an explicit authorized credit policy; Pending, Authorized and Unknown do not satisfy collection. Only the validated server command performs Status: OnSite → Completed and stamps CompletedAt. Signature and payment capture happen before this transition, never as a trigger that assumes completion already succeeded.

Review the exception

If a customer declines extra work, preserve the decision and continue only within the existing authorized scope. If the signer is not authorized for that customer or location, obtain the appropriate acknowledgment before proceeding. A disconnected capture remains pending until the server validates its document and revision. A later billing correction uses a documented adjustment rather than replacing the customer’s signed evidence.