Providers can now show the full scope of their commitment and professionalism with work orders from all schedule types impacting their Timeliness Score. Previously, only work orders with Hard Start schedules affected Timeliness Scores. 

Providers no longer set a start time on standard arrival window schedules, and are expected to arrive any time within the window. If a buyer indicates that the arrival window schedule requires a Hard Start time, providers will continue to set their Hard Start time. 

The Success Score helps providers identify their strengths and opportunities, stand out to buyers, and win more work.

Updated provider metrics: Backout and Timeliness Scores now weigh timing—late actions impact more, early ones less—to better reflect reliability.

To add clarity to the location name, we’ve changed “Ship to other location” to “Pre-site Pickup.” Buyers can add this location from within the Shipments section of a work order, and providers will see this title anywhere there is a required pre-site pickup prior to arriving on the job site.

We’ve increased the visibility of a work order pre-site pickup location. Providers now see a separate line item for a required pre-site pickup location directly in the mobile work order card view, and can easily distinguish between pre-site and job site locations in the work order map view.

We added additional information to the counter-offer workflow in the mobile app to show pre-approved additional charges.

We changed the name of the Problem Type ‘Buyer disputing amount owed’ to ‘Disputing amount owed’ and added it as an option for providers to report when the work order is in the status of Approved and Paid. This will allow providers to more accurately report pay disputes to the buyer and Field Nation Support.

We have moved the Problem Type ‘Have not received payment’ from within the work order to an option that providers can select from the Support Cases page. This Problem Type allows providers to report technical issues with payment processing directly to our Accounting team.

Providers now see more flexibility with true arrival window schedules. Gain control over your schedule with the ability to select your own “Hard Start” time within the buyer-indicated window, and be sure to review the Schedule Note for important details like store hours or completion deadlines.

We’ve added 3 new statuses to the Support Cases page to clarify which party needs to respond: “Waiting on provider,” “Waiting on buyer,” and “Waiting on both parties”.

Phone numbers, email addresses, and URLs included in work order tasks are now clickable in the provider mobile app experience.

To better align feature names with feature uses, “Expenses” is changing to “Additional Charges”; “Travel Expenses” is changing to “Trip Charge”; “Bonus” is changing to “Additional Payment”; “Penalty Fee” is changing to “Penalty”.

Buyers can add a parts pickup address in the “Shipments” section of the work order, and a “Pre-site pickup required” chip will appear for providers in the mobile app.

To help buyers choose the most accurate removal reason when unassigning a provider, we now tell buyers which reasons negatively impact the provider’s Cancellation Rate.