How job offers work
How Fix My Truck chooses which supplier to offer a job to, how offers reach you, the answer deadline, and accepting or declining with a reason.
Updated
When a vehicle breaks down, our operators look for the right supplier nearby and offer them the job. This is how it works from your side.
Who gets the offer
For each job, our dispatch looks at suppliers who:
- offer the service the job needs (tyres, mechanical, towing and so on);
- have the breakdown within their service area;
- are active in our network.
Among those, suppliers the customer’s account prefers are offered first, then the nearest, with the better-rated supplier first when two are equally near.
How offers reach you
Our operator may phone you. Every offer logged for you is also sent:
- by email to your portal users (or to your business email if you don’t use the portal);
- by SMS to your Australian or New Zealand mobile.
Both include the answer deadline and, if you use the supplier portal, a link that opens the offer after you sign in. You can choose email, SMS or both under Notifications in the supplier portal.
The answer deadline
Each offer has a time to answer, usually 10 minutes, and shorter for urgent jobs (usually 5 minutes), because a driver is waiting at the roadside. The supplier portal shows Answer by on the offer.
If the deadline passes without an answer, the offer expires, it is recorded as no answer, and the job goes to the next supplier. An expired offer can’t be accepted in the portal any more; if you can still do it, phone us straight away.
Accepting
In the supplier portal, open the offer and choose Accept, with:
- your ETA: when you expect to reach the vehicle;
- a quote, if you can give one now (optional at this point).
After you accept, you see the full job: the vehicle, its notes for the roadside, the driver’s contact details and the location.
If the customer’s account needs to approve costs above a limit, the job may show Wait for the go-ahead until they approve your quote. See Quotes and cost approval.
Declining
Can’t do it? Decline as early as you can, so the driver isn’t kept waiting, and choose a reason:
- too far away;
- no capacity right now;
- no parts;
- outside your hours;
- price;
- other (with a short note).
Declining is fine, and your reasons help us offer you the right jobs.
If plans change
If the customer cancels, or the job is given to another supplier, you are told by email (and SMS where set up) that you are no longer needed. If you can’t make it after accepting, phone us immediately so we can find someone else.