How to block a customer
Blocking a customer means you do not want to work with them again.
When you block a customer:
- You will not get future bookings from that customer
- Any future bookings with that customer will be cancelled
- The customer will not be told you blocked them
When can I block a customer?
You can block a customer in two places in the app:
1) After a booking
After you finish a job and fill in the Job Complete screen on your app, we will ask:
“Do you want to work with this customer again?”
If you choose No, you can block the customer and tell us why.
You may want to do this if:
- You felt unsafe
- Travel was too far or expensive
- You do not want to work with this customer again
2) Before an upcoming booking
You can now also block a customer before the booking happens.
To do this:
- Go to your upcoming booking
- Tap the rubbish bin icon 🗑️
- Select Block customer
This is useful if you already know you do not want to do the job.
NOTE: This is only available on the 'new' app - you can't do it on the old app. If you are not sure which is the new app is, here it is
Important rules (for upcoming bookings)
- ❌ You cannot block bookings happening today
- ⚠️ If the booking is within 72 hours, you can still block but you will get a Late Block incident and lose 10 Trust Score points
- ✅ If the booking is more than 72 hours away, you can block with no penalty
Other option: Take a day off
From the same menu (rubbish bin icon 🗑️), you may also see:
Take a day off
- This opens your normal leave request
- The booking will be reassigned to another SweepStar
Why we have this feature
We added blocking to help you:
- Feel safer at work
- Avoid customers you do not want to work with
- Reduce last-minute cancellations and confusion
If you are unsure whether to block a customer, you can still complete the booking and decide afterwards using the question at the end of the job.
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