---
title: Work a FleetNet Job After You Win It
description: "Work a FleetNet job after dispatch: who owns it, which follow-ups to clear (tow details, PM work, driver contact) and what happens if the partner cancels."
---
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1. [MetaFleet Answer Hub](https://support.metafleet.ai/?hsLang=en)
2. [Work Intake (Requests & Service Orders)](https://support.metafleet.ai/work-intake-requests-service-orders?hsLang=en)
3. [Customer & Partner Requests](https://support.metafleet.ai/work-intake-requests-service-orders?hsLang=en#customer-partner-requests)
# Work a FleetNet Job After You Win It
## See who owns a FleetNet job, what it arrives with, which follow-up cards to clear, and what happens if the partner cancels.
**For:** Dispatchers · **Permission:** manage partner requests · **Time:** ~6 minutes
### Quick summary
1. When FleetNet dispatches the job to you, the dispatcher who accepted the request first owns it.
2. Watch your **Active Orders** rows for follow-up lines. Clear each one: confirm the booking, add the missing tow details, or add the Service Program.
3. Confirm, begin and finish the job as you would any other. Your estimate, invoice and photos go to FleetNet from the order.
4. If the partner cancels, MetaFleet cancels the order or booking for you and tells the owner.
### Before you start
- You need the permission to manage partner requests. Without it, the **Partner Request** page (Service › Partner Request) says **You do not have permission to view partner requests.**
- This article starts where [Respond to a Partner Request](https://support.metafleet.ai/respond-to-a-partner-request?hsLang=en) ends: FleetNet has picked your shop and dispatched the job.
### Know who owns the job
The first dispatcher to accept the request owns the job. This holds even if another dispatcher joined from the alarm before them. Two dispatchers accepting at once can't both win.
The order or booking takes that owner when FleetNet dispatches the job. MetaFleet then sends follow-ups to the owner only. They show as lines on the owner's row in **Active Orders**, not as cards on every dispatcher's rail.
A FleetNet booking you have not confirmed yet shows **Needs confirmation** on the owner's row.
A follow-up can fall back to everyone. It becomes one **Overdue** card (see the [Alarms and Alerts Guide](https://support.metafleet.ai/alarms-alerts-guide?hsLang=en)) on every rail in two cases:
- Nobody opened it for 15 minutes.
- It was raised while the owner was off shift.
If the job changes owner, its open follow-ups move to the new owner and the 15-minute clock restarts.
### Know what the job arrives with
A booked FleetNet job keeps these from the partner:
- FleetNet's instructions, in a callout.
- FleetNet's dispatch notes, in the order's **Notes**. They are written there only when **Notes** is blank. They never replace notes you typed.
- FleetNet's own estimate approval threshold. It stays on the job when you convert, begin or start the tow.
- Payment is set to **Manual Collection**, because FleetNet is billed, so you can confirm without picking a payment method.
### Fix the driver contact
FleetNet always sends the driver's phone number. It doesn't always send a name. A contact with a phone and no name reads **On-site contact**, followed by the number.
- Click **Add** to add a contact. It goes beside the on-site contact. It doesn't replace it.
- The contact form saves with a phone number only.
- A FleetNet booking can **Begin** with that contact alone, or with a member. A booking made by hand still needs a member.
### Complete a tow's details
When FleetNet dispatches a tow, MetaFleet reads the partner's text in the background and fills in the tow details: route, stop names, keys and driver. It never fills in **Priority** (it stays Standard) or drivability. You complete the rest.
A FleetNet tow with no tow type, no destination, or both gets one follow-up. For the owner it is a line on the Active Orders row: **Needs its tow type and a destination**, **Needs its tow type** or **Needs a destination**. Once it falls back, everyone sees a card that reads **FleetNet tow 261021-XXX-0001 needs its tow type and a destination.** (or the tow type or destination alone). A second line starts with **To check:** and can list keys, drivability and priority.
- You can't assign a technician to the order until it has a tow type and a destination.
- You can't start a booked tow without a tow type. With a tow type but no destination, it can start if your shop has a location: the tow goes to the shop.
- **On My Way** and **Arrived on site** follow the same rule as starting the tow: a tow type, and a destination or your shop location.
Each blocked button says why before you press it, for example **A tow type and a destination are required before a technician can be assigned.**
On a booking, set the tow type on the **Vehicle Condition** card. On an order, use the **Details** tab.
The follow-up clears when the tow has a tow type and a destination. Clicking it does nothing to clear it.
### Add the Service Program to a PM or inspection booking
FleetNet never sends a Service Program or an Inspection form. On the owner's row the line reads **Needs its Service Program**, **Needs its Inspection form** or **Needs its Service Program and Inspection form**. When it falls back, everyone gets a card that reads **FleetNet appointment needs its Service Program.** (or **Inspection form**, or both). It takes the place of the **New Appointment** card. Each booking has its own card.
1. **Click Join.** The booking opens with the **Service work** editor already open.
2. **Set the work for every truck.** The card clears when each truck has its work.
The card also clears if the booking is declined, canceled or completed.
### Confirm and start the job
- The date editor opens on the time the partner asked for. Confirm books that time as requested.
- **On My Way** shows from 3 hours before the start time.
- Once a request becomes a booking, the request page shows **View Appointment**. After the award it also follows the job: a **Dispatched to us** pill, then the job's own status (for example **Needs Confirmation**, **Service In Progress** or **Cancelled**), the work order line and the job number. It updates while you have it open.
- If the partner cancels a request before dispatching it to us, it reads a grey **Partner Cancelled** on the list (Declined tab) and on the request page. A request you decline yourself, or one that times out, still reads red **Declined**.
### What FleetNet receives from you
- Estimate, invoice and photo uploads carry the truck's unit number, so the partner can match them to its dispatch.
- Sending a repair or tow invoice uploads only the photos attached to the invoice. Shop-only media and videos are never sent.
- On a FleetNet visit with an inspection, FleetNet gets the visit invoice and its inspection forms as one PDF. Your customer's email and stored invoice PDF are the invoice alone.
- A strip at the top of the visit's **Invoice** tab shows the forms: **Preparing inspection forms for FleetNet** (blue), **Inspection forms ready** (green) or **One inspection form couldn't be made** (amber, with **Try again**).
- **Send Invoice** stays off until every form is ready. It turns on by itself, usually in under a minute.
- A tow's Repair Complete note is written from the tow: the unit, the pickup, each drop-off in route order and the delivery note.
### If the partner cancels
FleetNet or Cox can cancel a job after it is dispatched. MetaFleet then cancels what the dispatch created, in any state, and doesn't tell the partner. You don't cancel it yourself.
- A booking is canceled, confirmed or not. Its reason reads **Cancelled by FleetNet** (or **Cancelled by Cox**).
- An order moves to **Cancelled**, the same as when a dispatcher cancels it.
- The owner gets a notice that reads **FleetNet cancelled this job** (or **Cox cancelled this job**). If money is still on the order, it reads **FleetNet cancelled this paid job** (or **Cox cancelled this paid job**), with a second line such as **$640.00 collected. Refund or keep?** A refund you make later updates the amount. After a full refund it reads **FleetNet cancelled this job** again. It stays on the owner's row until they open the job. It never falls back to other dispatchers.
- If you canceled an order before any work (no time clocked, no invoice sent, no money taken, nothing in QuickBooks) and FleetNet or Cox sends the same job again, MetaFleet makes a new order. FleetNet gets the new call number. In every other case the partner is answered with the old order.
### Troubleshooting
| Symptom | Likely cause | Fix |
| --- | --- | --- |
| **Begin** is grayed out on a FleetNet booking | The booking has no on-site contact and no member | Hover over **Begin** to see what is missing. Add the driver as an on-site contact with a phone number. |
| You can't assign a technician to a FleetNet tow | The tow has no tow type or no destination | Set what the line or card names on the order's **Details** tab. |
| A follow-up shows on every dispatcher's rail | The owner was off shift, or nobody opened it for 15 minutes | Any dispatcher can open it and clear the item. Check who owns the job. |
| A booking shows a Service Program card instead of **New Appointment** | FleetNet didn't send the Service Program or Inspection form | Click **Join** and set the work for every truck. |
| The page says **You do not have permission to view partner requests.** | Your role lacks the permission to manage partner requests | Ask an admin to add the permission to your role. |
| **Send Invoice** is grayed out on a FleetNet visit | An inspection form is still being prepared or couldn't be made | Check the strip at the top of the **Invoice** tab. Wait for green, or click **Try again**. |
| No **View Appointment** button on a request | The request hasn't become a booking yet | Check again after FleetNet dispatches the job. |
### FAQs
**Who gets the follow-ups for a job?**
The owner, which is the first dispatcher who accepted the request. If the owner is off shift or doesn't open a follow-up within 15 minutes, everyone sees it.
**Does MetaFleet tell FleetNet when the partner cancels?**
No. The partner already knows. MetaFleet only cancels your order or booking and notifies the owner.
**What if the job was already paid when FleetNet cancels?**
MetaFleet cancels it anyway, in any state. The owner's notice names the money, such as **$640.00 collected. Refund or keep?** The money stays on the order until you refund it or keep it.
### Related articles
- [Respond to a Partner Request](https://support.metafleet.ai/respond-to-a-partner-request?hsLang=en)
- [Book a Tow and Run the Tow Board](https://support.metafleet.ai/book-a-tow-and-run-the-tow-board?hsLang=en)
- [Alarms and Alerts Guide](https://support.metafleet.ai/alarms-alerts-guide?hsLang=en)
- [Confirm, Decline, Reschedule and Cancel PM Appointments](https://support.metafleet.ai/confirm-decline-reschedule-cancel-pm-appointments?hsLang=en)
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