Declined services

What this does

Sales → Declined Services is the list of recommended work customers said no to, with an estimated cost and a follow-up date. It's the shop's second-visit pipeline: a customer who declined rear brakes at 60,000 miles is a call worth making at 65,000.

Before you start

declined_services.manage is held by Owner, General Manager, Service Manager, and Service Writer. Office Managers can view the list but not add to it.

Steps

1. When a customer declines a recommendation, go to Sales → Declined Services and add it: customer, vehicle, the service, the estimated cost, and a follow-up date.
2. The list shows every entry with its status and Follow-Up Due. Filter to what's due.
3. When you contact the customer, Mark follow-up sent. The entry records the date.
4. If they book the work, Mark accepted. Create the estimate as usual; the declined entry stays as history on the customer.
5. Delete an entry only if it was logged in error.

Statuses

Declined (open, awaiting follow-up), Followed Up (contacted, no decision yet), Accepted (they came back for it).

Common problems

A declined estimate didn't create a declined-service entry. They're separate. Declining an estimate records the answer on that job; logging a declined service is a deliberate step so the list only holds work worth chasing.

Follow-ups aren't being sent automatically. This screen tracks them; sending is manual unless you've built an automation (see the Messaging & Automations articles) that acts on due follow-ups.