The short version
If a lead isn't a fit, decline it and pick a reason. If a job falls through after you've engaged the customer — they cancel, no-show, or stop responding — update the lead with the matching status so it leaves your active list. An answer is always better than no answer; either action keeps your response stats healthy and tells the customer where things stand.
How do I decline a lead?
When you decline (reject) a lead, the system prompts you to choose a rejection reason and gives you the option to send a custom message to the customer. Reasons include things like "Not a good fit" (for work you don't provide) and "Referred to Another Provider." You don't have to write an explanation — selecting a reason is enough — but a quick note helps the customer and helps us send you better-matched leads.
What if the customer cancels after we've already talked or scheduled?
It depends on where you are in the flow:
Before you've accepted the lead — use the Customer Cancelled status from the lead room. That moves it out of your active leads.
After you've accepted (it's now a job) — you're in the job workroom, not the lead room. Tap the Quick actions button at the top of any workflow step, then choose Cancel job. You'll be asked to select a reason (e.g. "Customer changed their mind") and the customer will be notified.
What if they replied once, then went quiet?
Use No Response from Customer. This covers cases where you got an initial reply but no conclusive follow-up — often because the customer is price-shopping. It's the right choice when you've reached out (for example, sent pricing) and didn't hear back.
Can the customer cancel the request themselves?
Yes — customers can cancel their own request from their service request page. If they do, the job will be marked cancelled on your end automatically. You don't need to take any action.
A note on "Schedule" vs. the old "Accept"
If you've turned on RV Help Payments, the old Accept button on leads is now Schedule. Message the customer first to let them know you're interested, and click Schedule once you've agreed on a date and time. Clicking Schedule confirms the appointment, closes the lead, and sends the customer their appointment details. If a confirmed job later falls through, use Quick actions → Cancel job from the job workroom.
Related
For more on responding to leads and the response categories, see the RV Help Lead Management FAQ. If a lead is stuck and a status won't apply, reply in chat and we'll clear it for you within one business day.