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Locations
By Sebastian
• 19 articles

Owner, subcontractor, sub-subcontractor

Most questions about "why can't I see this" and "why is that price on my invoice" come down to where an address sits in its chain. The chain is simple, and it is worth knowing by heart. One owner Every address belongs to exactly one customer, and the business that holds that customer is the address's owner. The owner is the business that invoices the customer, sets the rules and contacts, and decides who does the work. Ownership does not move when the address is handed to a subcontractor. Only the work does. A chain, not a tree The owner can assign the address to one subcontractor. That subcontractor can assign it on to one subcontractor of its own, and so on. There is no limit to the depth. At each level there is at most one current assignee: an address is never "shared" between two subcontractors at the same level. Owner → Subcontractor A → Subcontractor B → … Each level writes its own link by editing the address and choosing its own assigned business. B does not know what the owner pays A, and the owner does not see B's prices. Cost becomes price When a business hands an address down, its Cost for each work type becomes the next business's Price for that address; the receiver's own cost starts at zero, and the pricing type (per task, per season, hourly) travels with it. Every level repeats this. So on a snow night: - the owner bills the customer its price; - the owner books A's work at the owner's cost, which is A's price; - A books B's work at A's cost, which is B's price. One completed stop therefore produces one customer line at the top and one settlement line per link in the chain, each at that link's cost. A business that declined the dispatch, or that has no price on the address, produces no line at its link. Changing a price cascades down the existing chain without changing who is assigned. Each level still keeps its own rows and may edit them; your cost updates their price, their edits stay theirs. What a reassignment does Choosing a different subcontractor at any level severs the chain below that point: the displaced business loses its prices for the address, and everything it had handed on further down is undone. The address also leaves the displaced business's routes. The new subcontractor starts fresh, with your cost as its price and nothing below it. Taking an address back (Unassign) does the same from that level down. On dispatches that were already created, every business that dropped out of the chain is taken off the stops it has not done yet while the dispatch is still planned or in progress; those stops fall back to the dispatching business until somebody decides who does them. Completed and cancelled stops keep their record. See Hand an address to a subcontractor. Who sees and edits what - Seeing. A business sees an address if it owns it, handed it down, or has been assigned it: the whole chain sees the address, nobody outside it does. - Owner-only fields. Customer, contacts, notification emails, location groups and service rules belong to the owner. Subcontractors can add their own drawings, photos, notes and prices, and put the address on their own routes. - Dispatching. Anyone in the chain with a live assignment may dispatch the address, unless a business above has switched May dispatch my addresses off for the one below, which follows the address all the way down. - The customer sees none of this: the portal shows the property, planned and past work, photos and the owner's prices, but never the subcontractors or what they are paid. You are told about one link, never two You deal with the company you contracted with, and that is the company the platform names to you. A business further along the chain, your subcontractor's subcontractor, is never named: wherever its name would have appeared, you read the company that stands between you instead. So if you own fifteen addresses, hand them to A, and A hands them to B: - The dispatch is reported as A's, on the dispatch list, in the details panel, on the live map, in the stop's status history and in a route's drive record. - The box that asks you to confirm the work before invoicing it says A, which is who owes you an invoice, and confirming A bills every stop that reached you through A, including the ones B actually worked. - The address itself, the routes it sits on, the files on them, the complaints raised against them and the subcontractor line in your reports all say A. In the report, B's revenue, cost and call-outs are counted under A rather than listed as a company you have no contract with. - If dispatching an address is refused because somebody switched it off, the message names the company that handed the address to you, which is the one you can ask about it. People are named the same way. You see the name of your own people, of anyone a counterparty has shared with you, and of a direct counterparty's staff, because those are the people you can already put on your work. Anybody else keeps their pin on the map, their trail and their visit, but the line carries the company that sent them instead of a name, and no email address or photograph travels with it. The insurance report is the exception that proves the rule: it still states who was at the address, because that is what it exists to certify. The same answer reaches the phone: a driver two companies down reads the company, not the names of people at the far end of the chain. Customers are stricter still: the portal tells them nothing about subcontractors at all, not even the counterparty. Invitations are the same link, waiting An Invite instead of Assign now creates the same link, marked as awaiting the invitee's answer. Accept makes it live; decline removes it; the inviter can withdraw it while it is unanswered. There is no state in which a business is "invited but not assigned": the link is the assignment. See also - Hand an address to a subcontractor - When an invoice line is created - Who sees a dispatch

Last updated on Sep 16, 2026

No price, per task, per season, hourly

When a stop is completed, the system asks the address one question: how is this work type paid here? The answer is the pricing type, and there are five. Per task The everyday answer. Every completed stop becomes one invoice line, quantity 1, at the address's price for that work type. Two dispatches on one day: two lines (the second flagged Possible duplicate for a human to judge). Two routes over the same address in one dispatch: one stop, one line. Per task by snow depth Per task for plowing contracts priced by how much snow fell. The address carries depth bands (0-3 in, 3-6 in, 6 in and above, or the same in centimetres) shared by every work type on it, one price per work type and band, and every completed stop becomes one line priced by the band the recorded snow depth falls in. The depth comes from the dispatch, or from the stop's own override; a stop with no depth at all bills the lowest band, and the line says so. It is switched on for the address with the Snow depth rules panel, not picked per work type. The whole model, from the bands to the invoice badge and the minimum depth, is in Pricing by snow depth. Hourly Every completed stop becomes one line whose quantity is the hours between check-in and check-out, to two decimals. This is why an hourly stop cannot be completed without a check-in: without it there is no duration. If the times are missing anyway, the line is drafted with quantity 0 and a note, so it is visible rather than silently wrong. Routes with Hourly time tracking switched on record the time per stop for exactly this purpose. Per season The customer pays a fixed amount for the season, so completed stops produce no lines. The work is still recorded and shown in the portal, but the money comes through Seasonal invoicing, which splits Price per season into the number of instalments set under Payment rates and drafts them as "Season fee 1/2", "2/2", and so on. An address whose contract has ended is no longer offered for seasonal or fee invoicing. Note that per season only silences the customer side. If a subcontractor does the work, the owner's cost for the stop is still settled per stop: the subcontractor is not on a seasonal deal unless its own price rows say so. No price Nothing is billed, and nothing is drafted, but the work is not forgotten. A completed stop without a price stays billable: the moment a real price is set on the address, the system offers Bill completed work? for this season's unbilled dispatches (see Bill completed work that had no price). The same is true when a work type's price row is simply empty. The address list shows Missing prices as a reminder. An address may be saved with no pricing type at all; it behaves as No price until one is chosen. Per work type Turn on Set pricing type per work type and each work type gets its own answer: salting per task, snow removal hourly, on the same address. A work type's own pricing type wins over the address's; work types without one follow the address. Which price, then Once the type is known, the amount comes from the first of these that exists: 1. a rule price on the address whose period matches the planned time, 2. the address's price for the work type, 3. the generic work-type price from Settings → Work types. Owner and subcontractor each have their own rows, so each link of the chain answers the question for itself. Extra fees (Material and Fee) sit on top of all of this and are billed through fee invoices, not per stop. See also - Set prices and costs on an address - Which price ends up on the line - Seasonal and fee invoices - Bill completed work that had no price

Last updated on Sep 03, 2026

Add an address

Addresses (Locations in the menu) are what everything else hangs on: routes are lists of them, zones contain them, dispatches send drivers to them, and invoices are built from the work done at them. Each address belongs to exactly one customer. The address list Create one 1. Open Locations in the left menu and press New location. 2. Under Customer, pick an existing customer or Create new one on the spot. 3. Under Address, type into Search for address and pick the match: the address is geocoded, which is what puts its pin on the map and lets the GPS recognise a driver's arrival. If the search cannot find it, press or enter manually. 4. Fill in what you know: - Property ID: your own reference for the account the property belongs to. It takes letters as well as digits, it is shown in front of the name throughout the app, and several addresses may share one. - Nickname: a short name drivers will recognise. - Keycode and Completion time (minutes): for the drivers. - Description: a public description, visible to the assigned subcontractor. Internal: a private description only your own business sees. - Invoice reference, Economy ID, Profit ID: references that travel onto the invoice and into your accounting system. - Group: a location group, if you organise addresses that way. - More fields folds out two more: Standard price regulation (%), the address's own regulation percentage, and Price regulation every year on, a day and a month (pick both; 29 February is allowed and counts as 28 February in other years). Both are optional and are read by Price regulation on the list, see Raise prices by a percentage. 5. Press Create. Creating an address If Auto assign new locations to yourself is on in Settings, the address is assigned to your own business at once; otherwise it shows Missing business in the list until you assign it or hand it to a subcontractor. An address can be saved without a pricing type (the price is often not agreed when the address is taken on) and shows Missing prices until it has one. Then, on the address Click the address in the list to open it. The details have tabs for Details, Prices, Contacts, Routes, Dispatches, Complaints and Changelog. - Contacts: the customer's people at this address. They automatically receive the location's progress emails. An email or phone may appear only once per address. - Dispatches: every run that has been to this address, with what happened at this stop. The icons on a row say that an office user settled it instead of a driver checking out, that a note was written on it (hover to read it) and that photos were taken. Click the row to open the stop itself, with its times, its visit timeline and a link on to the whole dispatch. - Notifications: additional emails that receive location updates aside from the customer. - Location drawings: the areas to clear, drawn on the map per work type; these drawings are also what the GPS uses to recognise the address. - Rules: service rules that change the price or keep the address out of dispatches on certain days, hours or holidays. - Photo required: a driver cannot complete the stop without a photo. The stop panel on the web shows the requirement as a bar, amber until a photo exists, and an office user may complete the stop without one; the dispatch changelog records that they did. - Upload files: contracts, site notes, anything the address comes with. Each file carries its own two switches, one for the customer and one for the drivers, see Hide a file from drivers. - Hidden from customer / Shared with customer and Share end time with customer: what the customer portal shows for this address. - Opening time, under More fields on the Details tab: the time of day the address opens. Fill it in where you know it; clear the field to remove it. - Make inactive / Make active: takes the address out of dispatching, now or from a date. - Delete location: for an address created by mistake. It is greyed out once the address has been on any dispatch, cancelled ones included; such an address is made inactive instead. See Make an address inactive. Every change to an address is written to its Changelog, with who changed what and when, starting with its creation: the first line reads created the location with the name (or the address, when it has no name). The category filter at the top of the tab starts afresh for each address you open. Many at once Import on the list takes a spreadsheet of addresses (with contacts, emails, groups and per-work-type prices) and shows a dry run of what each row will create or update before anything is written. Export gives you the same sheet back. See Import addresses and Export addresses. See also - Set prices and costs on an address - Draw the areas to clear - Hand an address to a subcontractor - Import addresses - Export addresses - Raise prices by a percentage

Last updated on Sep 13, 2026

Draw the areas to clear

A pin says where an address is; a drawing says what to do there. On the map you outline the car park to plow, the paths to salt, the entrance to keep clear: one drawing per area, each tagged with a work type and a colour. An area being drawn: four corners placed, the shape not yet closed Draw 1. Open the address from Locations and press Drawing tool under its map. The list shows every drawing on the address, per work type. The button is there whether you are reading the address or editing it, and opening the drawing tool from edit mode leaves what you have typed in the form untouched. The drawings of an address 2. Press New drawing. The map opens with the tools across the top: Select and move, Undo, Redo, your drawing tools as chips, and + to add one. 3. Pick a tool (each has a type, a colour and a price used for offers; they are also kept under Settings → Drawing tool) and choose the Work type the area is for. If you have no tool yet, press +, give it a name and a colour, and pick Area, Point or Line. Adding a drawing tool 4. Click around the area on the map; press Enter to confirm the drawing. Undo and Redo step back and forward; Select and move lets you drag a finished shape or a corner. The map opens on the address itself, close in and with a dot on the address so you can see which building is which; opening a drawing that already exists frames the whole of it. If the address has never been geocoded there is no dot and the map opens on your company's own address instead. 5. Give it a Drawing name if the default is not telling enough. Drawings save as you go: the status line says All changes saved (or Couldn't autosave if the connection dropped; try again). There is nothing to press to finish. Write on the map Some things about an address are not a shape: the gate code, which entrance the key opens, that the ramp is heated and must not be salted. Add text label on the toolbar puts that on the map as writing. 1. Press Add text label and click where the text should sit. A box asks what it should say. 2. Type the caption and press Save (Ctrl+Enter saves, Escape abandons). Enter starts a new line, so a label can say "Gate 4" over "code 1234". 3. Double-click a label to change what it says. Select and move drags it somewhere else; Delete removes the selected one, and so does saving it with the text emptied. A label is drawn as black text on a white card, and it looks the same everywhere the drawing is shown: here, on the route map, on the live map and in the driver's app. Unlike an area or a line it belongs to no drawing tool, so it needs none configured, it has no colour to pick, no work type, no price and no m²: it is a note on the map, not work to be done. That also means it never counts towards a geozone, so writing "car park" on a car park is not the same as drawing it. Download the drawing as a picture For a customer, a tender or a crew briefing, the drawing can be saved as an image. 1. Open the address. Its Details tab shows the address on a map with the drawing painted on it, and the drawn areas as chips underneath. 2. Frame the map the way you want it in the picture, satellite view included if you switched it on. 3. Press Download at the end of the row of areas (Download the drawing as an image, with its areas). You get a PNG of the map as it is framed, with the drawing, its text labels, and the areas as a legend under the address's name. The file is named after the address, the word drawing and today's date, for example Lego_drawing_2026-09-15.png. An address without a drawing has the button greyed out: This address has no drawing to download. Why the drawings matter - For the driver. The app shows the drawn areas on the stop, in their colours, so a new driver knows what "clear the car park" means at this address. - For the size of the job. Each drawing has an area in m²; offers are priced from it, and the location's Areas column in the list sums it up. - For the GPS. The union of an address's drawn areas is its geozone: when a driver's phone reports a position inside it, or within 15 metres of it, the stop is checked in, and when the phone has been outside it for five minutes, checked out. Those 15 metres cover the vehicle parked at the edge of what it clears and the usual GPS error; they are not drawn, so draw the area you want cleared, not a wider one. A drawn line counts as well: within 20 metres of a curb or path drawn with the line tool is at the stop, so an address with only lines still registers. An address with no drawing falls back to a 40-metre circle around its pin (fine for a villa, too small for a business park). If GPS check-in is not firing for an address, the first thing to check is whether its drawings cover where the drivers actually are. Per work type A drawing belongs to one work type. The same car park can have a plowing drawing and a salting drawing on top of each other; the driver sees the ones for the work type of the dispatch. All work types in the drawings list shows everything at once. Who can draw The owner of the address and the subcontractor assigned to it can both add drawings; each sees the other's. A drawing can be deleted from the drawings list. Are you sure you want to delete this drawing? This action cannot be undone. means exactly that. See also - Add an address - How GPS check-in and check-out work - Send an offer

Last updated on Sep 16, 2026

Hand an address to a subcontractor

You own the address; somebody else clears it. Handing it over is done on the address itself, and it decides three things at once: who is dispatched to it, who may dispatch it, and what they are paid. The subcontractor section of an address Assign or invite 1. Open the address from Locations. In the Subcontractor section, pick the business under Assigned business. The list holds the subcontractors you have added under Subcontractors, including companies you invited that have not accepted yet: an address given to one of those is theirs to see as soon as they sign in, and meanwhile it already counts as that company's, so dispatches name it rather than showing the stop as having no business. 2. The question Do you have an agreement? decides the next step. You can either send them an invite or assign them directly if you have already made an agreement. - Assign now: the address is theirs from the moment you save. Use it when it is all agreed and you just need the system to know. - Invite: they get an invitation and the address waits for their answer. Use it when they should confirm they will take it. 3. Press Save. The actual assignment or invite will be sent after the changes are saved, so nothing happens until then. The subcontractor's administrators get a bell notification and an email. They answer it under Location invites at the bottom of their sidebar, which carries a count of the invitations waiting for them; the link in the email opens the same list. Opening an invitation shows the address, the drawings and what they will be paid, with Accept and Decline under it. Once they Accept, the address appears in their Locations as theirs, they can put it on their routes, and their drivers are the ones sent when you dispatch it. If they Decline, you are notified and the address goes back to unassigned. To hand over many addresses at once, open the subcontractor under Subcontractors and use Add locations on its Locations tab. If an address is already with another subcontractor you are warned that it will be reassigned. What moves with the address - Price. Your Cost for each work type becomes the subcontractor's Price for the address; their own cost starts at zero. The pricing type travels with it. From then on the two of you keep separate price rows: changing your cost updates their price, but their edits are theirs. - Routes. The address leaves any route of a previous subcontractor; the new one adds it to its own routes. - Not the customer, contacts, rules or groups. Those stay with you; the subcontractor can see the rules but not change them. Withdraw, reassign, take back - Cancel invitation: available while the invite is unanswered. An invitation does not expire on its own, so this is how one ends. The address returns to unassigned and the invitee is told the invitation was withdrawn. - Reassign: choose a different business. The displaced subcontractor loses its prices for the address and everything it had handed on below it is severed; the new one starts fresh. - Unassign: take the address back. When a business drops out of the address this way (unassigned, replaced, or its invitation withdrawn), it is also taken off the stops it has not done yet on dispatches that are still planned or in progress. Those stops fall back to you and show no business until a dispatcher decides who does them; the new subcontractor is not put on them by itself. Stops already completed or cancelled keep their record, so work that was done is still invoiced. Each dispatch affected gets a changelog line, Subcontractor removed from unfinished stops because the address was reassigned, with the business and the number of addresses. The subcontractor may hand the address on to a subcontractor of its own, to any depth; each level repeats the same cost-becomes-price step. In the changelog Every change of assigned business is written to the address's Changelog with the business named: assigned the location to Nord Snow when there was nobody before, took the location back from Cold Sub when it was taken off, and changed Assigned business from Cold Sub to Nord Snow on a swap. Withdrawing an invitation writes the take-back line too. Older entries, written before the names were recorded, just say the assigned business changed. Dispatching rights Assigning an address lets the subcontractor dispatch it themselves unless you switch May dispatch my addresses off for that subcontractor (under Subcontractors → Permissions). Off, they still service it when you dispatch; they just cannot send their own drivers to it on their own initiative. The switch follows the address if it is handed on. See also - Add a subcontractor - Owner, subcontractor, sub-subcontractor - Accept or decline a dispatch invitation

Last updated on Sep 16, 2026

Set prices and costs on an address

Money lives on the address. Every completed stop looks up the address's price for the work type that was done, and that is the invoice line. An address with no price produces no line: the work is recorded and stays billable, but nothing is drafted until a price exists. A price of 0 is different: it is a price, deliberately set, and the stop is settled at nothing. The Prices tab of an address Choose the pricing type 1. Open the address from Locations and go to Prices. 2. Under Pricing type, pick how this address is paid: - Per task: one line per completed stop. - Per season: a fixed amount for the season, billed in instalments, never per stop. - Hourly: check-out minus check-in, per stop. - No price: nothing is billed. 3. Turn on Set pricing type per work type if the work types differ: salting per task and snow removal per hour on the same address, say. Each work type then has its own type; leave it off and every work type follows the address. To price by how much snow fell instead, switch on Snow depth rules under the price grid: every work type is then priced per task by the same depth bands, one price per band, and the address can hold plowing back below a minimum depth. See Pricing by snow depth. Enter prices and costs Under Prices and costs there is a row per work type your business uses. - Price is the billable price: what your customer pays for this work type here. - Cost is the internal cost: what you pay the subcontractor for it, if the address is handed out. The cost you enter becomes the subcontractor's price for the address. - Either may be 0. Enter 0 as a price when the work is free to this customer, or paid for under an agreement settled outside the system; enter 0 as a cost when the work carries no subcontractor payment. The two are independent, so an address can be free to the customer and still pay its subcontractor in full. A negative amount is refused. - Hourly addresses take a price and cost / h; seasonal ones Price per season and Cost per season, with Payment rates setting how many instalments the season is split into. Press Save. A row left blank is Without price for that work type, and the list shows Missing prices for the address. A work type priced at 0 draws no customer invoice line at all, the same as one with no price: a zero-amount line is never put on a customer's invoice. The difference is what happens next. Work done at no price is waiting for one, and is offered for billing the moment you set a real amount (below); work priced at 0 is settled, and is not offered. A season price of 0 likewise produces no instalments. The cost side is untouched by any of this: a subcontractor with a cost on the address is still paid for the same stop. Extra fees Extra fees are amounts added on top of the work: a call-out fee, a material charge. They come in two kinds: Material and Fee. An extra fee may be priced at 0 as well, both here and on the catalog entry under Settings. Seasonal addresses may carry extra fees without a cost; they are billed through fee invoices, and the fee table shows how often each reached an invoice this period. When you add a price to an address that already has work Setting a real price (a positive amount) on an address with completed, unbilled stops this season opens Bill completed work?: The new price also applies to work completed earlier this season that was never invoiced. Create invoice drafts for these dispatches? Press View and invoice to see the dispatches, row by row, and draft them, or Not now to leave them. The offer comes back whenever you open the address until the work is billed or the season ends. Setting a price of 0 does not open it, because there is nothing to bill. Where the price comes from on the invoice A price set here beats the generic work-type price from Settings → Work types, and a rule price (from the address's Rules) beats both when its period matches. Owner and subcontractor each keep their own rows: what you see here is your side; the subcontractor sees theirs, with your cost as their price. Raising every price by a percentage at once is done from the list with Price regulation. See also - No price, per task, per season, hourly - Which price ends up on the line - Bill completed work that had no price - Raise prices by a percentage

Last updated on Sep 14, 2026

Add a service rule to an address

Some addresses have conditions: not on Sundays, never before seven, at most twice a week, double price over Christmas. In SnowManager these are Rules on the address. They are applied automatically when a dispatch is created, so the dispatcher does not have to remember them on a snow night. An example Østbanegade 55 is a housing association's car park that stays shut on public holidays, so nobody should be sent there on those days, whatever the weather. The rule for that: - Rule name: Closed on public holidays, which is what the dispatcher reads when the stop is taken off a dispatch. - Apply to: both work types, Saltning and Snerydning, because neither can be done behind a locked gate. - Type: Day changes, with Holiday ticked under Schedule, so it follows the holidays under Settings → Holidays instead of dates typed by hand. - Exclude on: a matching dispatch leaves the address out rather than charging a different price. The New rule popup filled in for the example Create a rule 1. Open the address from Locations, find Rules and press New rule. 2. Give it a Rule name: it is what the dispatcher sees when the rule removes a stop. 3. Choose the Type: - Day changes: the rule applies on chosen days of the week. - Period change: the rule applies between two dates. - Max count: the address may be dispatched at most Max times per Period (a day, a week, a month or the season). 4. Under Apply to, pick the work types. Leave it empty and the rule applies to all of them. 5. Set the Schedule. Tick the days (Monday … Sunday), or tick Holiday to make the rule apply on your business's holidays (Settings → Holidays). Turn on Restrict to specific hours to give each day a From and To; Same for all days copies one window to every ticked day. 6. Decide what the rule does when it matches: - tick Exclude to keep the address out of dispatches that match, or - enter a Price and Cost to charge differently while the rule matches, instead of excluding. A minimum snow depth is not a rule: it is set once for the address, on the Prices tab's Snow depth rules panel (see Pricing by snow depth). 7. Add a Description and images if it helps the next person understand why, then press Create. What the rule does - An excluding rule removes the address from any dispatch whose planned time matches, at the moment the dispatch is created, merged or edited. The stop stays on the dispatch as Removed, with Removed automatically by the rule "…", and can be restored by hand for that one dispatch. - A Max count rule counts the dispatches the address is already on in the period (planned, not performed) and removes it from the one that would exceed the limit. - A price rule changes the invoice line for stops whose planned time matches. It beats the address's normal price and the work-type price. Only one price rule may cover a given period and work type; the form refuses an overlap. - The address's minimum snow depth (on the Prices tab, not a rule) removes the address from a dispatch whose snow depth is below it, for plowing work types only; salting-only work goes out regardless. The stop shows as removed with the threshold as its reason, can be restored by hand, and is re-checked when the depth on the open dispatch is edited. It raises no error or warning; see Pricing by snow depth. Rules never change anything already dispatched. A dispatch created before the rule existed is not re-checked. Good to know - Weeks run Monday to Sunday. "Season" is your business's season range from Settings; a per-season limit is skipped when no season is configured or the date falls outside it. - A rule with no work types shares one budget across all of them; a rule naming two work types shares one budget between those two. - The customer can be shown the rule in the portal, or not: it is one of the things you choose to share per address. - Rules are owner-only: a subcontractor sees them on the address but cannot change them. - The list on Locations marks an address that carries rules with a small Rules chip in its price column, on your own addresses only, and the With rules filter lists them all; see Filter the list. Hovering the chip (or tabbing to it) opens a card that lists each rule with its days, hours, limit and work types, but not its prices; those stay on the rule itself. See also - How service rules are applied - Why an address was left out of a dispatch - Which price ends up on the line

Last updated on Sep 13, 2026

Make an address inactive, now or on a date

A contract ends, a building site closes for the summer, a customer pauses. You do not delete the address, you make it inactive, and you can say in advance when. The address keeps its history, prices, drawings and rules, and comes back the day you choose. Once an address has been on a dispatch it cannot be deleted at all, only made inactive; the last section explains. Make it inactive 1. Open the address from Locations and press Edit. Scroll to Actions at the bottom of the details. You must own the address; a subcontractor cannot do this. The Actions section of an address 2. Press Make inactive. The popup asks Will become inactive on with today's date filled in, and a Note (up to 250 characters) for whoever wonders later. The Make inactive popup with a date and a note 3. Press Confirm. That applies at once, without pressing Save: today means now, a later date schedules it. The message This location will become inactive on: 1 April 2027 appears at the top of the address until then. Bring it back 1. On an inactive address (or one scheduled to become inactive), press Edit, then Make active under Actions. 2. Will become active on takes a date, today by default. Confirm: today reactivates immediately, a later date schedules the return and the address shows This location will become active on: 1 October 2027 meanwhile. Reactivating clears the note and the inactive date. A date in the past is treated as today either way. How the list shows it The address name in Locations carries a chip: Inactive, Inactive from 1 April 2027 or Active from 1 October 2027; hovering it shows the note. The list opens on the active addresses: Status in the Filters popover is Active, Inactive or All, so an inactive address is out of sight until you ask for it. The export popup carries the same three choices. What inactive means Nothing runs on a timer. Every screen reads the two dates against the clock, so the switch happens at midnight on the date you set, in UTC. - Route and zone dispatches skip the address when it is inactive on the dispatch's planned date, not today. An address inactive until September still joins a route or zone dispatch planned for October, and one going inactive next week is left out of next week's dispatch even if you create it now. In the zone dispatch popup the address list follows the planned date as you change it; until you pick one it shows what is active today. The zone map itself always shows today: an inactive address has no pin and is not counted on its zone's card. - Address dispatches (addresses you pick one by one) offer only the addresses active right now. - Seasonal and fee invoicing no longer offer the address once it is inactive. Manual registration still does, so an ended address can be billed by hand. - Drivers on the mobile app see only active addresses. Each change is written to the address's Changelog as disabled or enabled, with the date. Delete an address Delete location sits next to Make inactive under Actions, and it is for addresses that were created by mistake: a duplicate, a typo, an import row that should never have been one. It removes the address from the list, from its routes, zones and groups, and takes its prices, rules, contacts and files with it. An address that has ever been on a dispatch cannot be deleted. The button is greyed out and hovering it says This address has been dispatched and cannot be deleted. Deactivate it instead.; the same message comes back if the deletion is attempted any other way. Every dispatch counts, whatever became of it: one that was cancelled or archived, one that was planned but never driven, and a manual registration of work done by hand all keep the address. The stops, the invoice lines and the driver's trail all point at the address, and the history would be meaningless without it. For those addresses, Make inactive is the way: the address drops out of dispatching and billing from the date you set and its history stays whole. An address that has never been dispatched can still be deleted as before. See also - Add an address - Filter the list and use location groups - Why an address was left out of a dispatch - Seasonal and fee invoices

Last updated on Sep 14, 2026

Filter the list and use location groups

The list on Locations shows 20 addresses a page; Results per page at the bottom changes that to 10, 30, 50 or 100, and the arrows beside it page through the rest. Once the list runs to hundreds of addresses, paging is the slow way to find one: use the search box, the filter popover and groups instead. Search Type in Search and press Enter (or click elsewhere). It matches the name, property ID, street, postcode, city and country, and the customer the address belongs to, by name or, on addresses you own, by customer number. Spaces before and after the text are ignored. Clear it with the cross in the box. Filters Press Filters to open Filter locations. The filter popover - Assigned to: addresses one of your subcontractors holds. - From: where an address came from. Own addresses keeps the ones you own; picking a company keeps the ones that company handed to you. The filter only appears once somebody has handed you an address, so on a list you own outright there is nothing there to ask. - Customer: one customer's addresses. - Group: one of your location groups, or No group for addresses in none. - Pricing type: any mix of Per task, Per season, Hourly and No price. No price also finds addresses where no pricing type was ever chosen, the ones the list marks Missing prices. - Only my locations: addresses you own, leaving out those handed to you. - Status: Active, Inactive or All. The list opens on Active, so an address outside its active window is out of the way until you ask for it (see Make an address inactive). Inactive shows only those, All shows both. Only the last two put a chip beside the search box, and removing that chip puts the list back on Active. - Only without images: no map picture yet. - Only with invite: a subcontractor has been invited and not answered, the rows that show Awaiting confirmation from .... - Only without route: not on any route you can see. - Only without subcontractor: nobody assigned or invited, the rows marked Missing business. - With rules: only addresses that carry at least one service rule, which is the quickest way to see where the exceptions live (see Add a service rule). Such an address also wears a small Rules chip in the price column of the list, on the addresses you own; an address handed to you shows no chip, because rules are the owner's. Hover the chip to read the rules without opening the address. Press Apply filters. The active filters appear as chips beside the search box; the cross on a chip removes that one, and Reset all in the popover removes them all. Cancel closes the popover without changing anything. The list cannot be sorted; it is always newest change first. Location groups A group is a label for a set of addresses: a housing association's estates, the north side of town, a contract. An address can be in one group at a time. 1. Press Manage location groups. The Location groups panel lists your groups with the number of active addresses in each, the same way the Locations tile on Home counts. The location groups panel 2. Press New group, give it a Group name, optionally an ID, and tick addresses under Included locations; only addresses not yet in a group are offered. The search box above the list finds an address the same way the list search does, customer name and number included, and Load more fetches the next addresses. Ticks survive a new search, so you can search for one customer, tick, and search for the next. Select all ticks every address the popup is currently listing, and turns into Deselect all to clear them again. Press Create. 3. Later, the three dots on a group give Add locations (the same search, Load more and Select all) and Delete group, the pencil gives Rename group (the name and the ID), and the chevron opens the group so you can take an address out with Remove from group. The group's count of addresses follows at once when you add or remove some. The ID is the group's identifier in your accounting system, and it is optional. Today one thing reads it: with Dynamics NAV connected, an invoice is booked on the department whose ID the invoice's addresses' group carries, and an invoice covering addresses in groups with different IDs is refused until it is split. See Connect e-conomic, Dinero, QuickBooks or Dynamics NAV. Deleting a group only ungroups its addresses: This will ungroup all included addresses. Where groups are used - Group in the Filters popover and in Export parameters. - Groups on Home and on Reports: the figures there can be narrowed to one or more groups, and the choice is remembered for you across both pages. No group sits at the bottom of that list with its own count, so the addresses nobody filed can be read on their own or added to the groups beside them. See the Home dashboard and the profit and loss report. - The invoice exports ask for a Locations group too. See also - Add an address - Connect e-conomic, Dinero, QuickBooks or Dynamics NAV - Make an address inactive, now or on a date - Export addresses - Hand an address to a subcontractor

Last updated on Sep 16, 2026

Raise prices by a percentage

A new season usually means new prices. Instead of opening every address, Price regulation changes the work-type prices of many addresses in one go. It works on all your addresses, not on the rows you have searched in the list. 1. On Locations, press Bulk actions and choose Price regulation. The popup warns you up front: Note that you cannot go back without making a negative price adjustment. 2. Pick a Regulation type: - Customer price raises what you bill the customer, per work type. - Subcontractor cost raises what you pay the subcontractor for the address. - Season for subcontractors lists only addresses paid per season and raises their price. A Subcontractor filter narrows these two to one contractor's addresses. - Sqm (or Sq ft in an imperial business) uses no percentage. You type a price per square metre for each work type, and the address's price becomes that rate times its total area. Locations with no total area set or with seasonal pricing type will not appear in the list. 3. Last regulation before shows only addresses not regulated since a date. It is a filter, not an effective date: what you confirm applies immediately. Only overdue regulations keeps the addresses whose yearly regulation date has come round without a regulation since (measured in your business's own calendar); each of those rows says Overdue since and the date. 4. Type the percentage in Price regulation (%). A negative number lowers prices. Each row shows Current price (or Current cost) and New price (or New cost) per work type, so the table is the preview. The Regulation % column says which percentage each row will get, see the next section. Customer price chosen, one address ticked and 3.5 % typed: its new prices are shown beside the current ones 5. Tick the addresses to change; Total Addresses to update 3/12 counts them. If any new figure would fall below zero you see One or more locations would receive a negative price. and cannot continue. 6. Press Confirm. Prices are rounded to two decimals, and the popup stays open for a second run, for another type. An address with its own percentage Some contracts fix their own regulation: three per cent every 1 October, say, whatever the rest of the book does. Open the address, fold out More fields under its details and fill in Standard price regulation (%) and Price regulation every year on, a day and a month (see Add an address). Both are optional and independent. In the popup they change two things: - Regulation % shows, per row, the percentage that will apply: the address's own where it has one, badged Location standard, otherwise the one typed into Price regulation (%). Once every ticked address carries its own percentage, the popup's field may be left empty; while any ticked address has neither, Confirm refuses. - Regulation date shows under the address as the day and month ("1 Oct"). The address is overdue when that date has last come round, this year or last, and no price regulation has landed on or after it; the row then says Overdue since and that date, and Only overdue regulations keeps exactly those rows. Confirming a regulation is what clears it: the address is regulated, so it is not due again until the date comes round next year. Nothing has to be moved by hand, and an address whose date is 1 October is overdue every October until you regulate it. The date is a reminder, nothing more: nothing regulates by itself when it passes. A 29 February date counts as 28 February in years without one. What it changes, and what it does not Only the work-type prices of the ticked addresses change. On an address priced by snow depth, every band moves by the percentage, so the scale keeps its shape (see Pricing by snow depth). Extra prices, prices on a service rule and the address's area are untouched. An address with no price stays at no price, because a percentage of nothing is nothing; give it a price first (see Set prices and costs on an address). The change stays in your business. Regulating Subcontractor cost does not rewrite your subcontractor's own prices; tell them, or let them regulate on their side. Each changed row is written to the address's changelog, and the date shows in Last price regulation next time, which is what Last regulation before reads. A regulation does not offer to bill earlier work. That offer appears only when you set a price on an address that had none; see Bill completed work that had no price. See also - Set prices and costs on an address - Add an address - No price, per task, per season, hourly - Bill completed work that had no price - Which price ends up on the line

Last updated on Sep 13, 2026

What must be unique

A save refused with "already exists" has hit one of a short list of uniqueness rules. Each has a scope, and the scope tells you where to look for the other copy. Some fields that look like keys are not checked at all, and they are here too: "why was this allowed" is as common a question as "why was it refused". Property ID: not unique The Property ID is your own reference for the account an address belongs to, not a name for the address. It takes letters as well as digits, and it may repeat: give the same id to every address on one account, to a whole estate, or to sixteen streets under one property administrator. Nothing is refused. The id shows in front of the name throughout the app (12345 - Østbanegade 55), and Search on Locations matches it, so an id shared by several addresses finds all of them at once. Sorting on it keeps plain numbers in numeric order and puts ids containing letters after them. An empty field stays empty and clashes with nothing. Contacts on an address: one row each The same e-mail address, or the same phone number, may not appear twice in one address's contact list. A second row with either is refused with Location: the email address or phone number is already in use. Edit or remove the duplicate row. That is the whole rule. The same person may be a contact on any number of addresses, and the contact for any number of customers: one property administrator can be the billing contact for fifty of your customers under a single e-mail address and a single phone number. Notification e-mails are checked as you add them, per address: This email is already added to the notification list. Customer number: your business Each of your customers has its own Customer number. A clash is refused with Customer with the same Customer Number already exists (import: Customer number already exists.). Search Customers for the number and use that customer, or accept the next free number the form suggests. Two businesses can use the same numbers. Tax ID and EAN: not unique Several customers may share a CVR or an EAN, in your business and across businesses; a property administrator billing many customers under one number is the everyday case. Saving is never refused for either. Only the Find button on the customer form checks the CVR: it skips the register lookup with Customer already exists. when you already have a customer on it. Type the details by hand and the save goes through. Your own business's tax ID is one per business. Users: the e-mail address, not the number An e-mail address belongs to one user account across all of SnowManager. You sign in with it, so it has to stand alone: User already exists or This email is already registered. If you cannot see the user, they belong to another business; use a different address, or have the existing account given access. A mobile number does not have to be unique. Several accounts may carry the same one, which is the ordinary case for a crew sharing a handset or an office number left on a few accounts. The number decides where a text-message code is delivered and nothing else, so sharing it opens no account to anybody. Changing your own number still needs the six-digit code sent to it, see account security. Names in your business Tag, drawing tool (per tool type) and role names must be unique in your business. A work type whose name exists is reused, not refused. Route, zone, group and rule names may repeat. See also - Add an address - Import addresses - Invite staff and drivers - Account security - Give a customer access to the portal

Last updated on Sep 13, 2026

How service rules are applied

A rule on an address (see Add a service rule to an address) keeps it out of certain dispatches, caps how often it is visited, or changes its price for a period. When rules are checked Rules are judged against the dispatch's planned time: - when a dispatch is created, of any kind, including a manual registration of past work; - when your dispatch is collected into the day's existing one; - when addresses are added, the planned time is edited, or a work type is changed on the dispatch or on a stop. They do not run while the dispatch is driven: checking in or completing a stop never re-applies a rule, and a rule added after the dispatch was created does not touch it. What happens to a stop a rule catches The stop stays on the dispatch, marked removed with the rule's name: it shows Excluded by rule and the name, and the message after creation says 2 location(s) were excluded by location rules. Nobody else is told. The stop is neither driven nor invoiced. You can override a rule by restoring the stop; it is then serviced and invoiced normally, and stays restored even if a later edit would catch it again. If the rules could not be checked, the dispatch still goes out, with Warning: location rules could not be checked for this dispatch. How a max-count rule counts A Max count rule allows so many visits per Period. It counts planned visits, not performed ones: every stop on another dispatch planned inside the period counts, started or not. Stops marked unable, removed or cancelled do not count, nor does the dispatch being checked. - Per day: the calendar day of the planned time. - Per week: Monday 00:00 to Sunday midnight. - Per month: the calendar month. - Per season: the season dates of the business that dispatches, set under Settings. With no season set, or a planned date outside it, the rule is skipped, not treated as unlimited. The work types ticked on the rule share one budget: Max 2 Per week with snow clearing and salting is spent by two visits of either kind. No work type means every work type. Past the limit: do not dispatch, or pay for work On an address with a season price, a max-count rule offers a choice under Past the limit: - Do not dispatch (the default): the visit past the limit is taken off the dispatch, marked as removed by the rule, and nothing is billed for it. - Pay for work: the visit stays on the dispatch and is invoiced on its own. A price table appears for the ticked work types; enter the price (and cost) a single visit past the limit is worth. With Max 10 Per season and a season price, visits one to ten are covered by the season price and visit eleven onwards each become an invoice line at the price you entered, per work type as usual. A work type left at 0 is not billed. Which visit is "past the limit" is decided by the planned time: the visits of the period are counted in planned order, and the rule's name shows on the invoice line so you can see why it was billed. The rule list shows such rules as "Max 10 per season · Pay for work". Minimum snow depth The minimum is not a rule condition: it is the address's own number, Only dispatch when snow exceeds on the Prices tab's Snow depth rules panel. It is judged against the dispatch's snow depth rather than its planned time: below the minimum, the address's plowing stops are removed with the threshold as the reason, while salting-only work types always go out. Unlike the rule conditions it is also re-checked when the depth on an open dispatch is edited: held-back stops come onto the dispatch when the new depth reaches the minimum, and unworked stops come off when it no longer does. A stop restored by hand, or with work already recorded, is not touched. Being below the minimum is not an error and raises no warning; the whole depth model is in Pricing by snow depth. Days, hours and holidays A Day changes rule matches the weekday of the planned time; with Restrict to specific hours the time must also fall inside a slot (a slot ending before it starts runs overnight). A Period change rule matches a window from one weekday and time to another, wrapping past Sunday. The Holiday chip also matches your business's holidays: your country's calendar plus those you added or switched off. A matching price rule sets the stop's price on the invoice, named on the line; it never removes the stop. See also - Add a service rule to an address - Why an address was left out of a dispatch - Which price ends up on the line - Set up your business

Last updated on Sep 13, 2026

Handle a complaint

A complaint belongs to an address. It records a date, what went wrong, who complained, photos, and which business was responsible for the address at the time. Everyone involved (you, the customer, that subcontractor) can comment on it; only you, the owner of the address, can change it. Where complaints are Locations → Complaints lists every complaint on your addresses, and the ones you were held responsible for as somebody else's subcontractor. The toolbar has a search box that matches the address, the location name, the business on the other side and the name of the person who complained, and these dropdowns: - the status: All, Open, Resolved or Archived, with a count on each; - the assessment: All assessments, Justified, Not justified or Not assessed; - the outcome: All outcomes, one entry per outcome, Not specified, and Charged back for the complaints that put a charge on a supplier; - the business (All businesses clears it), when the list holds more than one. The columns are Status, the contractor, Location (the address, with the location's name under it when it has one), Raised by and Date. Beside the status a row can carry a chip with the code of the dispatch sent for it, the deadline countdown, the assessment once there is one, and Charged back. Click a row to open the complaint. Pages are at the bottom. The complaints overview The number of complaints still open is shown in the sidebar too, as a badge on the Locations group and on its Complaints entry, in the same orange pill as the notification bell; it disappears at zero and counts what the Open filter lists. The same list sits on the Complaints tab of each address, on a subcontractor's page (the complaints raised while they held your addresses) and, for the customer, in the portal. Raise one From the overview, press New complaint in the title bar. The first field, Address, asks which of your addresses it is about (Search for an address); the button is only there when your business owns at least one address, because a complaint can only be raised on an address you own. From an address, open its Complaints tab and press New complaint: the address is already chosen. The new complaint form 1. Date: the day it happened, today by default. 2. Deadline for the supplier and Deadline to the customer: both optional, each No deadline or Within 1 hour up to Within 48 hours. The first is what you give the business responsible for the address; the second is what you promise the customer. See How a complaint is assessed, timed and settled. 3. Raised by: who complained, if it was not you. Pick from the address's contacts copies a contact's name, phone and e-mail into the fields; you can also type them in. They are a copy, so a later change to the contact does not rewrite the complaint. 4. Description (What went wrong?), required. 5. Assessment: Justified or Not justified, if you already know. Leave it unset and it stays Not assessed; clicking the chosen answer again takes it back. 6. Photos: PNG or JPG, up to ten. They can be added once an address is chosen. Press Save. The list shows the new complaint straight away. Customers raise complaints from the portal, on the address's Complaints tab, with a date, a description, photos and who complained (left blank, it is filled from their own profile). They cannot set deadlines or an assessment. A subcontractor cannot raise a complaint. The other side is told: a bell notification A complaint was raised on Østbanegade 55 goes to the responsible subcontractor when you raise it, and to you when the customer does. On top of the bell, the colleagues each business has picked under Settings → Notifications get an e-mail, New complaint about Østbanegade 55; see Get an e-mail when a complaint is created. Read it The complaint opens in a panel on the right. The header names the location and the date. Under it are the status, Registered by (the user who typed it in, with their role) and a pill per deadline: 2 h left, 1 h over, Fixed 30 min before the deadline, and so on. The facts below hold the Contractor, the Date, Raised by with the phone and e-mail as links, the Assessment, both deadlines as dates, Put right once the work landed, the Dispatches sent for it, and, once resolved, Resolved, Resolution note, Outcome, Redone by and Charged to the supplier. What a subcontractor and a customer see of this is less; the rule article spells it out. Comments Under Comments, write in the box and press Comment. Each comment carries the writer's role (Owner, Customer or Subcontractor) and name, and raises a bell notification for the other businesses. The customer sees the thread but never learns that work was subcontracted: a subcontractor's comment is shown to them as yours. Assess, edit, archive - Assessment in the facts: as the owner, press Justified, Not justified or Not assessed; it is saved at once. The subcontractor reads the answer; the customer never sees it. - Edit changes the date, both deadlines (Keep the current deadline is the default, so editing the text never restarts a clock), who complained, the description and, from the address tab, the Subcontractor the complaint is pinned to. - Archive takes it out of the Open and Resolved lists; Restore brings it back. Nothing is ever deleted. Send a dispatch to fix it On an open complaint in the overview, press Create dispatch. The address dispatch form opens with the address selected and the complaint ticked under Link complaint. Carried out by asks who redoes the work: your own business, or one of your subcontractors (invited ones are marked Invited). It starts on the business held responsible. The choice decides who the stop goes to, whether you pick drivers here (only for your own crew), and the invoicing: the responsible supplier redoing its own work is not invoiced, and anybody else is set to Subcontractor only, so the one who redid it is paid and the customer is not billed again. You can still change the invoicing before you confirm; see Who is invoiced for an address dispatch. A dispatch linked to a complaint is always a dispatch of its own. It is never joined to, or collected into, a dispatch that is already running with the same work type, because that dispatch's invoicing would replace the choice you just made. Once it is created, the complaint's row shows its code and the new dispatch opens on the dispatch page. The driver sees the complaint, with its photos, on the stop under Linked complaints. Completing the dispatch does not resolve the complaint: resolve it yourself once the customer is happy. The open complaint lists the dispatches sent for it under Dispatches as six-character codes with their planned dates; click one to open it. You see the dispatches you could open yourself, and the customer sees none of them. Resolve, reopen Press Mark resolved. A panel opens above the buttons: 1. Resolution note (What was done about it? (optional)). 2. Outcome: Redone by the responsible supplier, Redone by another supplier or own crew, No rework needed or Other, or Not specified. It starts on what the complaint's own dispatches say. 3. Redone by, for the second and the last outcome: your own business or a subcontractor. 4. Charge {0} for the rework, when the responsible business is a subcontractor: a switch with an Amount, which puts a deduction on that subcontractor's draft settlement for the month. Leave it off to resolve without charging anybody. 5. Assessment, if you want to give or change it in the same step. The button reads Resolve, or Resolve and charge with the amount. The date and your name are kept. Reopen undoes it; the assessment and any charge stay. How the charge works, and what can still be changed afterwards, is in How a complaint is assessed, timed and settled. The charge is a line with a negative price on that subcontractor's draft settlement, badged Complaint. The subcontractor reads the same line, with the same badge, on its own Invoices → Invoice as Subcontractor page, and the complaint is named only to you and to the business you held responsible. Resolving, reopening, archiving and restoring each raise a bell notification for the subcontractor responsible for the address, when there is one. When the complaint was raised by a customer in the portal, resolving it also e-mails that person Your complaint about Østbanegade 55 has been resolved, with your resolution note, unless they switched Email notifications off on My Account in the portal. See also - How a complaint is assessed, timed and settled - Get an e-mail when a complaint is created - What a customer sees in the portal - Who is invoiced for an address dispatch

Last updated on Sep 16, 2026

Hide a file from drivers

An address collects two kinds of file: the ones the crew needs, like a site note or a key instruction, and the ones only the office should read, like the contract. Both live in the same list, so each file carries its own switch for the drivers. Turn it off 1. Open Locations and click the address. 2. Find the file under Upload files. 3. The file's line has two buttons. The second one reads Visible to drivers. Press it and it becomes Hidden from drivers, with Driver visibility updated. to confirm. Press it again to put the file back on the phone. [ Screenshot to add: the files list on an address, one file line showing its name with the Shared with customer and Visible to drivers buttons beside it. ] What changes - On the phone. A file marked Hidden from drivers is not on the address in the app and not on the route sheet, for any driver, including a subcontractor's. The rest of the address is unchanged. - On the web. Nothing. You and your colleagues still see every file on the address, which is the point of the switch. - For the customer. Nothing. The customer portal follows the other button, Shared with customer or Hidden from customer, and the two are independent: a file can be for the customer and not for the drivers, or the other way round. Worth knowing - A file you upload starts out visible to drivers. Hide it after uploading if it is not for the crew. - The switches show on files you may change: the ones on an address your business owns, and your own uploads on an address someone handed you. - The switch is on files. A picture uploaded to the address has the customer switch only. See also - Add an address - What a customer sees in the portal - Mobile: Why a dispatch is, or is not, on your phone

Last updated on Aug 30, 2026

Get an e-mail when a complaint is created

A complaint is the one thing a customer writes that should not wait for somebody to open the bell. Every complaint still raises a bell notification for the businesses involved (see Handle a complaint); on top of that, each business names the people who get an e-mail the moment one is created. Choose the recipients 1. Open Settings from the sidebar and pick the Notifications tab. 2. Under Complaint emails (Choose which users receive an email when a complaint is created.), open Select users. The list holds your own staff, each with their e-mail address; tick as many as you like, and the picks appear as chips. 3. Press Save. The list is yours alone: a subcontractor picks its own people in its own settings, and an account that leaves your business drops off the list by itself. What is sent, and to whom When a complaint is created on an address, by you or by the customer, one e-mail goes to each person picked by - the business that owns the address, and - the subcontractor responsible for the address at the time, if there is one. The subject is New complaint about the address, and the body names the location, its address, the description and, when it was recorded, who raised it with their name and phone number (never their e-mail, since the subcontractor's people get the mail too). An Open the complaints page button lands on Locations → Complaints. Each recipient gets it in their own language, the one on their account, whatever language the complaint was written in (see Change the language). Everyone on the list gets it. Being picked here is the business's decision, so no personal e-mail setting stands in the way, and it includes the person who raised the complaint: someone who put themselves on the list asked for every one of these mails. The only people left out are colleagues who are deactivated, deleted or no longer in the business, and accounts without an e-mail address. An e-mail that cannot be delivered never stops the complaint: it is created and shown in the list regardless. The Email notifications switch Customer accounts have an Email notifications switch on My Account in the portal. It is on for every account (new ones start with it on, and existing ones were switched on in September 2026), and it governs one complaint mail: the one a customer gets when a complaint they raised in the portal is resolved; see Handle a complaint. It has no effect on the list above. Only creation, for staff Nothing else about a complaint is e-mailed to staff. Comments, resolving, reopening, archiving, charging a supplier and the customer's side of the conversation stay in the bell and on the page, as described in Who is told what. See also - Handle a complaint - The notification bell - Who is told what - Change the language

Last updated on Sep 16, 2026

Export addresses

The export gives you every address on Locations as one Excel sheet: for a price review, a handover to a customer, or a bulk correction you upload again afterwards. Export 1. Open Locations, press Bulk actions, then Export. Export parameters opens. The export parameters 2. Narrow the file if you want: Assigned business, Location origin, Group, and Status (Active, Inactive or All). Leave them empty for everything. 3. Press Export. The Excel file downloads straight away. What is in the file One row per address with every field: name, property number, address, customer and invoice details, group, description, key code, the first contact, all notification e-mails, area, minutes, pricing type, status with its dates, subcontractor, one block of columns per work type (price, cost, payment rates or pricing type, plus the snow depth bands of a depth-priced work type, written as from-to:price pairs: 0-2.9:100; 3+:150, the same bands on every work type of the address, see Pricing by snow depth) and the extra prices. Coordinates, routes and zones are not in it. On addresses you do not own, the invoicing fields are blank. Change many addresses at once The first column, location_id, ties each row to its address. Edit the prices or fields you need in Excel, keep that column, and upload the file again: the addresses are updated in place rather than created twice. How that works, and what an upload checks before it writes anything, is in Import addresses. For invoice and work reports rather than the address list, see Export invoices and reports. See also - Import addresses - Filter the list and use location groups - Add an address - Export invoices and reports

Last updated on Sep 13, 2026

Import addresses

A new customer with forty addresses, or a season's price list changed in Excel: the import takes one file and turns every row into an address, after showing you what it is about to do. Import 1. Open Locations, press Bulk actions, then Import. Bulk location import opens. The bulk import popup 2. Download the template (Download Excel Template or Download CSV Template) unless you are re-uploading an export. One row per address. Required fields: customerName, locationAddress, zip, city (customerNumber, taxId, invoiceAddress and country are optional; a blank country means your own, otherwise write the country name or its two-letter code). Optional columns: one contact, notification e-mails (separated by semicolons), the Group by name, and prices per work type in the export's columns. 3. Drop the file on the popup or press Upload from device. Nothing is written yet: the file is checked and shown in Data preview. Each row says whether it will create a New address or Update one, and whether its customer is New or Existing. Errors are listed under Validation results with a Suggestion; you can fix the seven core fields in the grid and the check runs again. Show only errors hides the clean rows. The data preview of an uploaded file 4. Press Create. It is disabled while any error remains. The import is all or nothing: if one row fails, nothing is created. Re-importing an export The first column of an export, location_id, links a row to an existing address. Keep it and the row updates that address in place: blank fields keep their value, prices merge per work type, notification e-mails are replaced when the column has a value. Remove it and the row creates a new address. A property number another address already uses is accepted: it is a reference, not a key. Every row lands in the address's Changelog: a created address gets an import entry naming the file it came from, and an updated one gets the same entry beside the fields that changed, so an imported change can be told from a hand-made one. Subcontractors A subcontractor column names one of your connected subcontractors, by business name or by your nickname for them. The address is assigned to them, or only invited if subcontractor_status says Invited. An unknown name fails the import. The import does not send the invitation notification; if the subcontractor must answer, send the invite from the address (see Hand an address to a subcontractor). Drawings that arrive as PDF or image files have their own import: see Import drawings from a customer's file. See also - Export addresses - Add an address - What must be unique - Hand an address to a subcontractor

Last updated on Sep 13, 2026

Extra work types on a stop

A crew sent to salt an address sometimes grits it as well. That is more work on the same visit, not a different visit and not a different work type for the stop. An extra work type records it: the stop keeps its own work type, the extra is added beside it, and each is invoiced on its own line. 1. Mark the work types that can be extras 1. Open Settings → Work types. 2. Switch Extra on for each work type that may be added to a stop this way (Can be added to a stop as an extra invoice line, on top of the stop's own work type, where it has a price per visit on the address.). It is saved as you flip it; the add and edit cards carry the same switch. Every work type starts with Extra off. The switch is your business's own: a subcontractor marks its own work types in its own settings. A municipality, which sends no invoices, does not have it. 2. Add an extra to a visit On the web. Open the dispatch and click the stop to open its panel. When there is something you may add, a round + (Add extra work type) sits beside Work type. 1. Press +. The list shows what can be added, each with its price, for example Gritting, 450.00 per visit (or from a price, for a work type priced by snow depth). 2. Pick one. The confirmation says what it means for the invoice, for example Gritting is added to the visit as an extra invoice line at 450.00 to Hansen Ejendomme, in addition to Salting. The line goes to the customer when you invoice the customer, and otherwise to the business that gave you the work. Press Confirm. 3. The extra shows as a chip, + Gritting, under the work type. The × on the chip takes it off again, after a confirmation: Gritting is taken off the visit, and its extra invoice line goes with it. With Hide amounts on, the confirmation leaves the amount out. In the driver app. The stop sheet has the same + beside the work type, with the same list and confirmation. Only administrators see the prices there; a driver sees what can be added, not what it costs. Adding and removing needs a connection. See Record a stop in the app. Every add and remove is written to the dispatch's changelog, for example Extra work type added: Gritting with the address. What can be added A work type is on the list when all of these hold for your business: - it is marked Extra under Settings → Work types; - you have a price for it on this address that is charged per visit: Per task, Per task by snow depth, or no pricing type chosen at all, which is billed per visit too. A price of zero, a Per season price, seasonal instalments, an Hourly price and No price do not count, and neither does a price that only exists as a service rule; - it is not the stop's own work type, and it is not on the stop already. If the + is missing, check those three first; see Set prices and costs on an address. Who can add, and when Whoever is responsible for doing the stop: the dispatching business when the stop is its own, or, once a subcontractor has accepted the stop, that subcontractor and the businesses above it. That includes the subcontractor's office and its drivers on the stop, so the crew that did the extra work can record it. A business with no part in the stop sees the extras but cannot change them. It can be changed while - the stop is waiting, in progress or completed (not Unable, removed or cancelled); - the dispatch is not cancelled. On the web a completed dispatch can still be corrected; the driver app stops at completion; - no invoice line of the stop is on an invoice that has been approved or sent. After that the correction belongs on the invoice: The address is billed on an invoice that has been approved or sent. Correct it on the invoice page instead. How an extra is invoiced - Its own line, per visit. Each extra becomes an invoice line of its own for that visit, next to the stop's line, at the extra's own price. Nothing is merged into the stop's line. - Both sides. The customer line is at the owner's price for that work type on the address, and every subcontractor on the chain is settled at the paying business's cost, exactly like the stop's own line. A side with no price for the extra, or only a seasonal one, skips it. - Straight away while drafts. If the stop's lines are already on draft invoices, adding or removing an extra re-drafts them at once. - Never twice. Changing the stop's own work type to one it carries as an extra takes the extra off, so the same work is not billed on two lines. The usual rules still apply: only completed stops bill, and an address dispatch bills only the sides it was set to. See When an invoice line is created. Where extras show up - The stop panel and the driver app's stop sheet, as chips under the work type. - The insurance report's certificate, which names the visit's work as, for example, Salting + Gritting; see Download the driving documentation for a stop. - Supplier monthly overview, which counts an extra as work driven under its own work type, and the ISS exports, which give each extra a row of its own at its own rate. See Export invoices and reports. See also - Mobile: Record a stop, done, unable, note, photos - When an invoice line is created - Set prices and costs on an address

Last updated on Sep 16, 2026

How a complaint is assessed, timed and settled

A complaint touches three parties: the business that owns the address (the owner), the business held responsible for the work (the supplier: a subcontractor, or the owner itself when nothing is subcontracted) and the customer. Each gets its own part of the story. The steps are in Handle a complaint; this article is the rules behind them. The assessment Every complaint is Justified, Not justified or Not assessed, which is where it starts. It exists so you can count how many of a supplier's complaints actually held up. - Only the owner sets it: on the new complaint form, in the complaint's facts, or in the resolve step. Setting it back to Not assessed forgets who assessed it and when. - Reopening a complaint keeps the assessment. - The supplier sees the answer and cannot change it. The customer is never told. - The complaints list shows it as a chip beside the status and can be filtered by it. Two deadlines A complaint can carry two clocks, each optional and set as Within 1 hour up to Within 48 hours from when you save: - Deadline for the supplier is what you give the business responsible for the address. - Deadline to the customer is what you promise the customer. The owner sees both. The supplier sees only its own deadline and never learns what you promised the customer. The customer sees only the customer deadline, in the portal simply called Deadline to fix. A customer raising a complaint in the portal cannot set either. Each clock stops at the moment the address was put right: the first completed stop at that address on a dispatch linked to the complaint, after it was raised or last reopened. With no such stop, resolving the complaint by hand stops the clock. The customer's clock stops whoever did the work. The supplier's clock only counts work the supplier itself was responsible for, so another supplier you sent instead does not stop it. The pill says where a clock stands: 2 h left while it runs, 1 h over once it has passed, and afterwards Fixed 30 min before the deadline, Fixed exactly on the deadline or Fixed 2 h after the deadline. A complaint resolved as Redone by another supplier or own crew, when the responsible supplier had not fixed it, reads Taken over by another supplier on the supplier's clock, and counts as a missed deadline for that supplier. In the list a row shows the more urgent of the two clocks (the one due first); hover it to see which one it is. Editing a complaint keeps both deadlines unless you choose otherwise, and reopening touches neither. Outcome and who redid it Resolving asks how the complaint was put right: - Redone by the responsible supplier: the supplier went back and did it again. - Redone by another supplier or own crew: somebody else did. Redone by names who: your own business or one of your subcontractors, accepted or invited, but never the responsible supplier itself (choose the first outcome for that). - No rework needed: nobody went back. - Other, with an optional Redone by. The outcome can be left Not specified. The panel starts on what the complaint's dispatches say: the business behind the latest completed stop at the address since the complaint was raised or reopened suggests both the outcome and who redid it. Reopening clears the outcome and who redid it; resolving again sets them anew. Charging the supplier for the rework When the responsible business is one of your subcontractors, the resolve step offers Charge {0} for the rework. It is switched on when somebody else redid the work (or a charge already stands) and off otherwise, and it can always be switched off: resolving without a charge is normal. A complaint assessed as Not justified can still be charged. The amount. It starts on what the business that redid it was paid for the complaint's dispatches at the address (Suggested: what the business that redid it was paid for the rework), or failing that the cost on the rate card (Suggested: the cost on the rate card). Change it to whatever was agreed; it must be above 0 and at most 10,000,000. Where it goes. The charge is a negative line on the supplier's draft settlement for the current month under Invoice for Subcontractor, created if there is none (Added as a deduction on {0}'s draft settlement for {1}). The line has no work type and no dispatch behind it, and reads Charge-back for complaint: with the address and the date. The supplier's bell says You were charged for the rework on a complaint on the address, when the line is written and whenever its amount changes. The customer invoice is never touched. A charge moves money between you and your supplier only. There is no credit-note document in SnowManager: a charge-back is simply a negative line on a settlement, written for you. Any line on any invoice can be given a negative price the same way, which is how a credit is made, so crediting the customer for the same complaint is a separate decision you make on their invoice; see Review and send a customer invoice. Changing it later. The complaint shows Charged to {0} with the amount and the state of the settlement, read from the line itself. - While that settlement is a Draft, press Edit beside the amount on the complaint to change it, or Remove charge to take it off. Removing archives the line; nothing is deleted. - The line can also be edited on the settlement like any other line, its negative price included. It carries a Complaint badge there. Whatever the line says is what the complaint shows. - The supplier sees the same line, and the same badge, on its own Invoice as Subcontractor page, where the settlement is read-only. The badge's hint there tells the supplier the deduction is for a complaint its business was held responsible for and that the complaint is under Complaints; the complaint is named only to the business that owns it and the business held responsible, so any other business that can read the settlement sees the deduction without the badge. - To leave the charge out of a settlement, remove it or archive the line. - Once the settlement has left draft, the complaint cannot change the charge any more: Already settled: the invoice is no longer a draft, so the charge cannot be changed here. - Reopening the complaint keeps the charge. Resolving again follows whatever the switch says then. The Charged back chip marks such complaints in the list, and the outcome filter has a Charged back entry. In the exports the line lowers that supplier's cost in Supplier overview per month, and is listed as a negative supplier posting in Extra services and credit notes. A dispatch sent for a complaint Carried out by on the dispatch form decides who gets the stop and how it is invoiced by default: - the responsible supplier redoing its own work: not invoiced at all, since the customer already paid for the work once and the supplier is not paid twice; - anyone else (another subcontractor, or your own crew): Subcontractor only, so whoever redid it is paid and the customer is not billed again. You can still change the invoicing on the form. Such a dispatch is always created on its own, never joined to or collected into another dispatch, so the choice is not overwritten. See Who is invoiced for an address dispatch. Who sees what | | Owner | Supplier | Customer | |---|---|---|---| | Assessment | sets it | reads it | no | | Deadline for the supplier | yes | yes | no | | Deadline to the customer | yes | no | yes | | Name and phone of who complained | yes | yes | only on complaints raised in the portal | | E-mail of who complained | yes | no | only on complaints raised in the portal | | Outcome, who redid it, the charge | yes | yes | no | | The charge-back line, badged as a complaint | on the settlement it holds | on its read-only copy of the settlement | no | | Which business was responsible | yes | yes | no | | Dispatches sent for it | yes | those it can open | no | See also - Handle a complaint - Invoices to and from subcontractors - Who is invoiced for an address dispatch - What a customer sees in the portal

Last updated on Sep 16, 2026