Purpose
Use Work Orders to plan service for a customer or job site. Add the work, schedule, crew, and billable lines, then update the record as the job moves forward.
Where to find it
- Open Work Orders from the merchant workspace.
- Choose New Work Order to plan a job, or open a saved work order to review it.
- Use the order actions to edit, print, or update its status.
Product locationMerchant workspace > Work Orders
Before you start
- Work Orders must be enabled for your workspace. Your role must allow you to use the customer and service tools.
- Choose an existing customer or enter the job site's address. The customer and the service site can be different.
- Check the schedule, billable lines, and tax setting against the work you agreed to do before saving.
Create and update a work order
- Choose New Work Order. Enter a clear title and select a service type.
- Choose a customer or enter the service site. Add the requested date and time, priority, assigned worker, and truck when needed.
- Add customer notes for instructions the customer should see. Put staff-only details in internal notes.
- Add each work line from inventory or choose a custom line. Enter the description, estimated quantity, unit price, and whether it is billable and taxable.
- Save the work order. Check the saved customer or site, schedule, assignment, and line totals.
- As work progresses, open the order and update its schedule, actual quantities, or status. Print the current work order when the crew needs a copy.
Estimated quantity is the plan; actual quantity records what the crew did. For example, 3 hours at $80 is a $240 estimate. If the crew records 4 actual hours, the actual billable amount is $320 before tax. A non-billable line stays out of the customer order. When the job is complete, assign a customer and convert the work order’s billable lines to a POS order to collect payment. A work order with no customer or no billable lines cannot be converted.
Field and action reference
| Field or action | What it controls |
|---|---|
| Title | Name for the work order. Complete it before creating the record. |
| Find Customer | Selects an existing customer or opens the customer search. |
| Service Type | Chooses the configured service definition. |
| Priority | Sets the work order priority used by the list and scheduling workflow. |
| Requested Date | Customer-requested service date. |
| Start | Requested start time. |
| End | Requested end time. |
| Assigned User | Staff member responsible for the work order. |
| Truck | Optional truck or asset assigned to the work. |
| Site name / label | Name shown for the work site. |
| Address line 1 | Primary site address. |
| Address line 2 | Optional unit or secondary address line. |
| City | Site city. |
| State | Site state. |
| ZIP | Site ZIP. |
| County | Site county when needed for location or tax context. |
| Customer Notes | Customer-facing or customer-provided instructions. |
| Internal Notes | Staff-only instructions. |
| Save Work Order | Validates and saves the work order. |
| Service type name | Name for a reusable service type. |
| Category | Category for the service type. |
| Crew Size | Number of crew members expected for the service. |
| Default Duration Minutes | Default duration copied into new work orders; use the unit shown by the form. |
| Optional description | Description shown with the service type. |
| Requires estimate | Marks the service as needing an estimate before work proceeds. |
| Can recur | Allows the service type to be used in recurring work. |
| Taxable by default | Starts new lines as taxable; review the actual line before invoicing. |
| Line type | Chooses the type of work-order line. |
| Description | Description for the selected line. |
| Est qty | Estimated quantity for planning or estimating. |
| Actual qty | Quantity actually performed. |
| Unit price | Price per line unit. |
| Taxable | Controls whether the line participates in tax calculation. |
| Billable | Controls whether the line is included in billable work. |
| Save Line | Persists the line after its quantity, price, and flags are valid. |
| Search products | Finds an inventory product for a line. |
| No product / custom | Uses a custom line when no catalog product should be attached. |
| Select Product | Attaches the selected product to the line. |
Expected results
The saved work order shows the customer or site, requested time, assignment, service type, and line details. Each line shows its quantity, price, tax setting, and billable setting.
Troubleshooting
- The work order will not save: complete the title, service type, schedule, customer or site, and any address fields the form requires.
- A line total is wrong: check the quantity, unit price, taxable choice, and billable choice one at a time.
- A worker or truck is missing: check that it is set up and available for the requested date.
- The customer should not see a note: move staff instructions to Internal Notes before saving or sharing the work order.