Policies, certificates of insurance and building time windows

Your policies

Settings › Customer experience › Policies holds three texts, per move type:

• Company policy — what the customer agrees to when they book.
• Cancellation policy — the cancellation terms they agree to when they book.
• Terms and conditions.

Pick the move type at the top (Move type) when your company takes more than one. For Residential, each policy starts with a default text (This is the default policy. Switch on Own Company Policy to write your own.); switch on Own … to write yours. For Commercial and Military, switch on Own Company Policy for Commercial (and so on) to write one for those moves; while it is off the card shows the Residential text, read-only.

Where customers see them

When they book, the Order for Service asks them to agree to your Company Policies and Cancellation Policy, and the signed document records that they did. See How customers book online.

Certificates of insurance (COI) and time windows

Many apartment buildings want the movers' certificate of insurance before the move, or only let movers in at set hours. Customers can tell you on their Addresses card.

Turn the options on

In Settings › Customer experience › COI & time windows, for each move type:

• Display COI option — the address form shows This building requires a certificate of insurance (COI). Enable COI popup information also asks who gets the certificate: name, email, phone and instructions.
• Display time window restriction option — the address form shows the building's time window option. Enable Time Window Restriction popup also asks the Access type and Movers may come in from / until.

Settings are saved separately for each move type. Copy to other move types copies them across.

What the customer does

On Addresses, under a stop, they tick the option. With the pop-up on they fill in the details and Save (or Edit info later). They can still do this when the move is booked and the addresses are otherwise locked.

On your side

• The COI and the time window show on that stop in the order.
• Your team hears Customer request (COI or time window), if they have it on.
• A workflow can start from The customer asks for a COI or The customer gives a building time window — for example a task for customer service. See Workflow recipes.