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Deferred/Declined Operations

Managing Deferred/Declined Operations in the Repair Order and Appointment screens.

During a Multi-Point Inspection, the technician may identify additional work needed on the vehicle.  The customer can choose to approve and authorize the recommended work or defer/decline it for a later date.

When the customer schedules their next appointment, the service advisor can view any previously deferred operations in the appointment screen, allowing them to remind the customer of the outstanding services. 

Deferring an Operation in a Repair Order

Navigate to: Service > Advisor > Repair Orders

Inside the Primary Grid:

  1. Filter/Sort the primary grid to locate the Repair Order.

  2. Select the Repair Order by clicking on the corresponding line.

Within the Repair Order:

Select an operation to edit by clicking on the existing operation line.

  1. Select the [Defer Service] button at the bottom of the screen

  2. Select [Yes] or [No] to print the deferred op on the invoice.

    Screenshot 2025-09-30 090709

  3. Click the Comments field and type in comments these comments are customer facing.

  4. Select the [OK] button.

  5. Select [OK] to accept the changes and close the Operation Detail window.



A deferred operation line appears in yellow in the Repair Order screen.

Adding Deferred Operations to an Appointment

  1. Add the Customer and VIN to the appointment.
  2. In the appointment screen toolbar, hover over "More" and choose Defer Ops to run the deferred ops feature. This button will only be available if the appt is not canceled or has already been converted to an RO.

    Screenshot 2025-09-30 084027
  3. A pop-up appears listing the deferred ops from the most recently closed RO with a matching customer/vehicle. The pop-up is non-closeable and requires users to select an action before proceeding with other appointment processes.

 

Screenshot 2025-09-30 083442

  • Add: Brings forward the deferred op and will recreate the operation when the appointment gets turned into an RO.

  • Defer: Brings forward the deferred op but will be placed in Deferred status.

  • Void: Brings forward the deferred op but will be placed in a Voided status.

  • Ignore: Does not handle the deferred op. However, when this appt is converted to an RO, the user must address this operation.