This article walks you through everything you need to know about completing a flat rate job — from arriving on site to closing out and getting paid.
Prefer not to read the walkthrough? You can watch this video:
Starting the Job
The job start screen works almost the same as before. Even though we've moved to flat rates, we still track time — this helps keep catalog pricing accurate since prices are based on average completion times.
⚠️ Important: You must select your flat rate services and get approval before beginning any work.
Diagnosing & Selecting Services
1. Job Details & Issues
Once you start the job, you'll see the Job Details screen. Each job may have one or multiple issues. Issues are tied to problem categories (like Plumbing/Toilet or Doors/Windows) that are set automatically by Lula's AI.
You'll need to open each issue individually to select the services needed to complete the work. All of this must happen before any work begins.
2. Issue Details & Diagnosis
When you open an issue, you'll need to:
Write a diagnosis — describe what you found and why the work needs to be done. The more detail, the better. This helps prevent kickbacks. A diagnosis should include what, why, where, and who caused it (when applicable).
Add before photos — upload photos of the issue before starting any work.
Tap "Add Services" to select the work needed.
All of this information is collected upfront to keep the job moving smoothly.
3. Adding Services
Think of a service as a repair or replacement. You'll select the specific services needed to resolve the issue. You can choose:
Multiple repair services, or
One replacement service
Each service displays the following:
Service title
Scope summary (what's included)
Whether it's labor only or includes parts
Expected repairs
Whether procurement is handled by Lula
Repairs — you can add multiple repair services for a single issue.
Replacements — you can only select one replacement per issue. If Lula is handling procurement, this will be clearly noted on the service card.
If you can't find the service you're looking for, tap "Browse All Services" to view the full catalog.
You are expected to complete everything listed in the scope of the service. Pay special attention to whether the parts are included in the price or not.
4. Add-Ons
Add-ons cover any costs that fall outside the scope of a service but don't require a separate service to be added. Think of small materials needed while completing a repair — like plumber's tape or new toilet bolts when replacing a wax ring.
A few things to know about add-ons:
Each add-on has a cap (you won't see the cap amount — it works like an NTE for unforeseen costs).
This should be a material or additional labor cost that is not explicitly listed on the scope. If it's listed in the scope, it can't be added as an add-on and it was already included in the payout price.
5. Custom Services
If you've searched the full catalog and truly can't find a matching flat rate service, you can add a custom service. This acts as a quote.
⚠️ Only use a custom service if a flat rate option doesn't exist. If a flat rate service does exist for the work, our team may update it to keep pricing consistent.
Unable to Complete a Service
If you get on-site and realize you can't complete a service, tap "Unable to Complete" on the issue details page. This lets our team know that a different Pro may be needed, or that no further action is required.
Getting Approval
Every flat rate job requires approval before work begins. Once you've selected all services and add-ons, tap "Submit for Approval".
If the total is below the NTE → you'll receive automatic approval to proceed.
If the total exceeds the NTE → you'll receive an alert that it needs to be submitted for on-site approval.
The on-site approval flow will be the same as it is today. Once you submit for approval, a 20 minute timer will start. This means the customer has 20 minutes to approve the quote. If the time expires before the quote is approved, you will close the job and receive payment for the service fee. Once the quote is approved, you will get another work order for the approved work (and yes, you'll receive another service fee).
Approval Received
Once approved, the job details screen will show all approved services. You're cleared to begin work. If no procurement is required, continue with the work as needed.
If your approved service required procurement, you'll see a new "Confirm Item Pickup" button. Tap this once you've picked up the materials — this helps us track everything.
Closing the Job
The job closing flow is nearly the same as before — the main difference is how the pricing summary looks. You'll see your full payout broken down by service fee, individual issues, and total job payout.
To close out:
Complete the job info — add detailed service notes and after photos.
Rate the resident (private to Lula — not shared with the resident).
Tap "Close Job".
If additional work was found during the visit, you can submit a quote from the job closed screen or return to it later from the job details page.
