Confirm the service address, then give a direct answer about whether you can attend. If the request falls outside your working area, explain that plainly and close the scheduling expectation. Do not leave a preferred date looking like a booking while deciding whether the journey is practical.
Check the address before declining
A customer's contact address may differ from the property where work is needed. Verify the actual service Location, including suburb and unit details. If the request is near your boundary, assess travel, service duration and return travel before making an exception.
| Situation | Response |
|---|---|
| Service address missing | Ask for the suburb and full destination |
| Confirmed outside normal coverage | State that you cannot offer attendance |
| Possible exception but route unreviewed | Give a review time, without promising a Visit |
| Customer asks for a referral | Only name a provider you can accurately describe |
Use a complete decline message
Example: 'Thanks for the request. We have checked the service address and it is outside the area we currently cover, so we cannot offer a Visit. No appointment has been booked.' Adapt this to the actual request and your business's arrangements.
If you mention another provider, avoid implying a partnership, availability or endorsement you have not verified. A clear decline is useful even when you cannot provide a referral.
Record the outcome and close the expectation
Update the request outcome through your normal review process and retain enough context to recognise a follow-up enquiry. In Daylane, an owner or scheduler can decline a Booking Request; check the saved result and separately ensure the customer received your explanation.
If you later decide to offer an exceptional out-of-area slot, treat it as a new scheduling decision. Recheck the full journey and make an explicit offer rather than reviving the customer's original preference as though it were confirmed.
Sources and scope
An original operational guide from the Daylane team at Blu Mint Digital. Scenarios, durations and message wording are illustrative planning examples, not customer results or industry benchmarks. Product references were checked against the Daylane implementation on 5 September 2026. Adapt the workflow to your service, customer agreements and working conditions.
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