Declined Work

Declined Work answers: What recommended work did customers say no to, and who should we follow up with?

What it shows

• Total declined value across the selected period.
• Work orders and service categories that have declined work.
• Average declined value per work order.
• A row for each declined item showing customer, vehicle, work order number, service, dollar value, days since the estimate, and contact actions.

Where the numbers come from

The report looks at estimated work that was not performed, from the shops and date range you select.

How to use it

Sort by value or days ago, then work the high-dollar items first that are still in a reasonable follow-up window. Look at the category breakdown to spot patterns — if brakes or tires keep declining, it may be a presentation issue worth coaching.

Why it may look wrong

• A declined item was later sold under a different work order, so it may still appear here.
• The date range excludes the visit where the work was originally estimated.
• The service is missing a category, so it does not appear in the category breakdown.
• Customer contact information is incomplete, so the contact action is limited.