Write Off Customer With Balance Remaining

If a customer owes you money you won’t collect, you can write them off. The customer and their history stay in LawnPro. You choose what happens to their unpaid invoices and upcoming visits. In this video we show how to write off a customer and find your written off customers later. The steps below match the latest version of the app.

Write off a customer

1. Go to Customers > Customers.
2. Find the customer and click the pencil button on their row.

3. Under Customer Information, click the Status field.
4. Choose Written off With Balance Remaining. The new status saves right away.

5. A Written off With Balance Remaining popup opens. Check the boxes you want. Each one is explained below.
6. Click Yes. You’ll see “Customer is now marked as Written off With Balance Remaining.”

If you click No, the customer keeps the Written off With Balance Remaining status. Their invoices, visits and automations don’t change.

What each checkbox does

Unpaid invoices

Would you like to change all invoices that aren’t paid to this status? Unsent drafts are not changed.

• The customer’s Pending, Partial and Past Due invoices become Written Off.
• Drafts you already sent are written off too. Drafts you never sent stay as they are.
• Paid invoices don’t change.
• Each invoice records the date it was written off and the balance that was left.

Written off invoices can’t be sent or take payments until you reopen them. Your customer can’t see them in the client portal. See Write Off an Invoice.

Upcoming visits and recurring jobs

Would you like to remove upcoming visits from the schedule for this customer? Past visits are kept.

• Open visits from today on are deleted. So are the customer’s waitlist visits.
• Past visits and completed visits stay.
• The customer’s recurring jobs end yesterday, so no new visits are added later. The recurring jobs aren’t deleted.

Automations

Under Automation Settings: Would you like to stop automations for this customer?

• This box is checked for you.
• Automations and sequences skip the customer while they’re written off.
• The customer’s page shows “Automations are disabled for written off customers.”

After you write off a customer

• The customer’s page shows a Written Off badge.
• If you change the status back to Active, automations run again. Their invoices stay Written Off. Reopen each one from the invoice page. See Write Off an Invoice.
• Deleted visits don’t come back. Recurring jobs stay ended.

View written off customers

1. Go to Customers > Customers.
2. Click + Filter, then Status.
3. Check Written Off. The list updates right away. The Status column shows Written Off.

To remove the filter, click Clear. For a report of written off customers and their balances, see Written Off Customers Report.