How it works
One question to your customer. The money waits for the answer.
Here is exactly what your tech does, what your customer sees, and what happens when someone is unhappy.
Their money is protected before your tech knocks.
The customer pays and their money goes under protection immediately, with a full refund guarantee to their original payment method. Your tech knows the funds are real. Your customer knows they are safe. Nobody is going first on faith.
Same job. Same close. One photo.
When your tech marks the job complete, TrustLayer asks for a note and a photo of the finished work. That is the whole change: one button they already press, now with a photo attached.
The photo protects your tech too. When a customer claims the work was never done, your tech's own record is what proves otherwise.
One message. One link. One question.
A message in your business's name. No app, no account, no login. Is the work done to your satisfaction?
Most confirmations land while the truck is still in the driveway, because the work is fresh and your tech can ask them to look.
Step 4
The money moves.
Releases instantly
Money goes to your tech. The approval record files itself.
Releases at 24 hours
The non-response is logged against the job.
Stays protected
Nothing releases. Read on for what happens next.
When a customer reports a problem
Nothing auto-releases once an issue is raised.
This is the part that matters. A flagged job never silently confirms. The money stays protected until it is actually resolved.
Your customer picks a reason
Work incomplete, tech did not arrive, different than quoted, or their own words. Photos optional.
Your tech gets 24 hours
They see the specific complaint, respond with a note and a photo of the fix, and re-mark it complete.
Your customer decides
They confirm the fix, or they escalate.
You decide
If it escalates, you see both sides and enter two independent amounts: what your tech gets paid, what your customer gets refunded. Split it however the situation warrants. Not all-or-nothing.
Every one of those steps happened while the money was still in play. That is the difference between a service call and a chargeback.
The approval record
Evidence you never have to go looking for.
Every confirmation files a record automatically. Ninety days later, dispute response is an export, not an archaeology project through your tech's camera roll.
Add-on charges
Extra work on site gets paid on site.
Tech finds something else that needs doing? They collect for it right there. Add-on charges are paid to your tech instantly with no protection window, itemized under the same job so your customer sees both charges together.
Protection is for the work you quoted. The add-on happened face to face with your customer standing there. No trust gap, no protection needed.
Who sees what
You decide who is on the dashboard.
Add your techs, your office, your bookkeeper. Four roles, and the dashboard changes for each one.
| Role | Sees |
|---|---|
| Admin | Everything. Decisions, money, team. |
| Ops | Jobs and amounts. No money section, no team management. |
| Finance | Jobs, amounts, the money view. No dispute decisions. |
| Viewer | Job status only. No dollar amounts at all. |
Your dispatcher does not need to see your margins. Now she does not have to.
The two questions every owner asks
Straight answers.
Will my techs actually use it?
They already mark jobs complete. This adds a photo and a note to that same tap, and most good techs shoot completion photos anyway. No second app, no separate login in the field. And the record protects them as much as it protects you.
What if nobody clicks?
The payment releases at 24 hours and the non-response is logged. You are never waiting on a customer to get paid. And if a customer actually raises an issue, nothing auto-releases. Ever.