Included tune-ups don't schedule themselves, unless the plan creates its visits at enrollment (see below). Run a Call tracks each member's Next tune-up date and lists the members who are due, so your office can book the visit when it suits the customer and the schedule.
Find members who are due
Go to Memberships. On the Today tab, the Tune-ups due tile lists members whose next tune-up is within the next 7 days or already overdue, earliest first. Each row shows the plan, when the tune-up is due, and whether a job is already booked (No job yet).
Every Monday morning your office also gets an in-app notification summarizing the tune-ups coming due.
Schedule the tune-up
- In Tune-ups due, click the calendar icon on the member's row (Schedule this tune-up). You can also click Schedule tune-up on the membership page.
- The new job form opens with the customer, the membership and the plan's tune-up job type filled in.
- Pick the date, time and technician, add any parts and labor, and create the job as usual.
Once a job is booked, the row offers Open scheduled job instead. The phone icon calls the customer, and the arrow opens the membership.
Visits created at enrollment
A plan with Create the visits when a customer enrolls switched on (in the plan's settings, under the member benefits) creates every included visit as a job the moment a customer joins. Nothing has a date or a tech yet: your office books each one when it suits the customer.
- Each visit is labelled with its place in the year, Visit 1 of 2 and Visit 2 of 2, on the dispatch board and on the job.
- The job uses the plan's first Tune-up job type (or Maintenance) and counts as a covered visit. Its description says when it's suggested, for example Gold Maintenance Plan visit 1 of 2 — suggested Mar 2027. Visits are spread evenly over the year from the start date, or from the first tune-up date if you set one at enrollment.
- On the dispatch board, the visits sit in their own Memberships tab in the queue, not under All. Assign them from there like any other queued job. See Working the unassigned queue.
- When the renewal that starts the next plan-year is paid, the next year's set is created. A multi-year term paid up front gets one set per year straight away.
Visits aren't created when:
- the membership starts further in the past than your grace period (for example a member you're bringing over from your previous software),
- the membership isn't active,
- the plan includes no visits per year.
If the membership is cancelled or ends, visits that were never scheduled are cancelled with it. Visits already on someone's calendar stay, with an internal note on the job, so your office decides whether to keep them.
Covered visits vs repair visits
A member's job is a covered visit when its job type is one of the plan's Tune-up job types (jobs typed Maintenance always count). This works whether you schedule from Tune-ups due or book the job from the regular new job form. Any other job for a member is a repair visit at the member rate.
| On a covered visit | |
|---|---|
| The tech sees | A member card at the top of the job (Today's visit is included in Gold Maintenance Plan), and the Membership row shows the plan and which visit this is, for example Visit 2 of 2. |
| When the job is completed | The visit is used and the membership's Next tune-up date moves forward by the plan's interval (for example from a fall heating check to a spring cooling check). |
| The membership page | Tune-ups used goes up and the visit appears on the Lifecycle timeline. |
Lines on a covered visit keep their pricebook prices. When you create the invoice from the job, those lines are counted as included in the plan so the member's savings can be tracked, but the invoice still charges them. If the tune-up is fully covered by the plan, don't bill those lines to the customer.
Change when a tune-up is due
On the membership page, click the pencil next to Next tune-up, pick the date and click Save date. The member moves in or out of Tune-ups due accordingly.
Good to know
- Tune-up jobs are only created automatically on plans with Create the visits when a customer enrolls switched on. Other plans add nothing to your dispatch board until you schedule the visit.
- Paused, cancelled and expired memberships don't come due.
- Members with no covered visit in 18 months or more show under Win-back on the Today tab, where you can send a we miss you email.