Service pros may be able to accept or reject most work orders based on the information included in the work order notification. In some cases, however, service pros might be willing to accept a work order if the buyer is willing to change the service date, service time or the pricing. Although a service pro cannot request a change in pricing model (from hourly rate to flat fee), they can request an hourly rate or spend limit increase. A service pro's request to adjust the work order is called an offer. If the buyer accepts the offer, the work order will be assigned to the service pro immediately.

When submitting an offer, the service pro indicates a proposed time or price adjustment and the number of hours before the offer expires. The minimum expiration time is 2 hours, so all offers must be valid for at least that long.

There is a drop-down menu to communicate a reason for the offer and a personal comment field allowing for a detailed explanation.  Thoughtful comments may increase the likelihood that the buyer will accept the offer. Offers and their comments will only be seen by the buyer. If the offer is accepted, comments are binding and are considered part of the requirements of the work order.

Similar to the standard work order acceptance process, offers are made directly through the Review & Accept Work Order page accessed from Active Work Orders > New tab.

1. From the Professional Command Center or the wap.onforce.com mobile site, locate a work order in the New tab and select the work order ID to open the work order
2. Enter the security code on the following page and select Validate
3. Review all work order terms. When the 90-second personal timer has counted down to zero, service pros can enter their proposed terms in the offer section near the bottom of the page
4. Specify whether the offer is for a schedule or pricing change (or both) and choose the number of hours the offer is good for.  Pencil in the appointment in your calendar in case the buyer accepts the offer
5. Indicate a Reason for the offer from the drop-down menu and enter further explanation in the Comment field 
6. Click Offer

If the buyer accepts the service pro's offer, the service pro has "won" the work order and is required to deliver the service as specified. When the buyer accepts an offer, the work order moves to Accepted status (which is reflected in the work order history).