How Customers Request Service Through the Marketplace

Availability: all plans

The Marketplace lets a customer look for a service provider, read what the provider has published, and send a service request without creating an account. The provider reviews the request and either accepts it, which creates a job, or declines it. This guide walks through what the customer sees at each step so support can help someone who is stuck.

Before you start

No account is needed. The customer confirms their email with a six-digit code instead.
A customer who already has a ServiceVisit account can sign in from the request page, using the Sign in link, to request from their dashboard with no verification code.
Only providers marked Accepting New Clients show the Request Service button.

Steps

On the Find a provider page, narrow the list with Property system, Asset type, Manufacturer, Trade and Language (provider-stated), then choose Search Providers. Advanced Search adds a name or keyword box, City, State, ZIP Code, a search radius (a radius needs a ZIP code), Minimum Rating and a checkbox to show only providers accepting new clients. Clear all filters starts over.
Compare the results. Each card shows the rating, the completed-work evidence, a Why this provider appears here note explaining the ranking, and the provider's location. Choose View Profile to read more: contact information, About this provider, Completed-work evidence, Declared services, Customer ratings, Availability and Service Areas.
Choose Request Service.
Fill in Your Contact Information: Your Name, Email Address, Phone Number and Preferred Contact Method. Email is the available method.
Fill in Service Location: Street Address, Apartment, suite, or unit, City, State and ZIP Code.
Fill in Service Details. Description must be at least 20 characters. How do we get in? is optional and is for gate codes or parking. Urgency Level offers Routine, Urgent or Emergency. Preferred Start Date and Preferred Start Time are optional.
Choose Submit Request. A short security check runs automatically.
On Verify Your Request, enter the six-digit code that was emailed, then choose Verify Code. The code expires in 10 minutes. If it did not arrive, check the spam folder or choose Resend Verification Code.
When the code is accepted, the Request Submitted Successfully! page appears. It explains what happens next: the provider reviews the request, contacts the customer to confirm or decline, and, if accepted, coordinates a date and time. The page also offers Create Account & Link This Request, Search More Providers and Return to Home.

Tips

The preferred date and time are a preference. The provider confirms the actual appointment.
The request reaches the provider only after the code is entered, so an unverified request is never answered.
If the provider declines, the customer is notified and can search for another provider. A request nobody answers expires after seven days.

If something goes wrong

A wrong code shows "Verification Failed" with the attempts remaining. After too many wrong attempts the page says "Too Many Attempts"; choose Start New Request and submit again.
If the form says "Please provide at least 20 characters", add more detail to the Description.
If the security check fails, refresh the page, turn off any ad blocker for the site and submit again.
If there is no Request Service button on a provider, that provider is not accepting new clients.

For what the provider does with the request, see the guide on managing marketplace leads.

Managing Marketplace Leads — The Marketplace is where customers who have never worked with you can find your business, read your profile and ask you for service. Each request that comes in lands in your Marketplace Leads list…
Handling Online Booking Requests — When a customer sends a booking request and confirms their email, it reaches you for a decision. You can approve it into a job or decline it. A request that arrives complete may be accepted for you…