Owner Services
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      1. Best Practices & Standard Operating Procedures
      2. Owner Services

      Processing an Owner's Credit and Notification

      A quick walk-through on how to process Owner credits and send the owner a notification.

      Step 1: Capture Request

      • Owner contacts via call, text, or ticket →
        Create HubSpot ticket if not already created

      • Keep all communication in the ticket. (no side emails/Slack, document verbal communication).

      Step 2: Gather Information

      • Add to HubSpot ticket:

        • Owner statements

        • Work orders

        • Text/call logs

        • Other supporting documentation

      • Write a summary of the issue

      Step 3: Validate Request

      • Was the charge legitimate?

      • Did our team follow the policy?

      • Document findings in HubSpot, using the New ticket plan snippet. 

       

      Step 4: Escalate for Approval

      • Tag approving manager in the ticket (ex: operation, engineering)

      • Wait for confirmation

      Step 5: Create Owner Credit Work Order in Breezeway

      • Department/Workflow: Inspection

      • Priority: Watched

      • Task Title: Owner Credit – [Reason]

      • Assign to: Operations Manager

      • Task Tag: Owner Credit

      • Requested by: Owner

      • Add attachments & comments referencing HubSpot ticket and related work orders

      • Enter credit amount under Labor → Note reason

      • Leave Bill To blank

      ⚠️ One credit = one work order

      Step 6: Link Systems

      • Copy Breezeway work order link → paste in HubSpot ticket

      • Reference HubSpot ticket in Breezeway comments

      Step 7: Review and Prepare the Breezeway Portal Link

      1. Open the Work Order
        • Log into Breezeway.

        • Navigate to the approved Owner Credit work order and open it.

      2. Verify the Summary / Requirements
        • Check that the requirement description or summary is complete.

        • Ensure it accurately reflects:

          • What the owner reported

          • Engineering or staff notes

          • Actions taken or resolution

          • Any costs entered for labor or materials

      3. Copy the Portal Link
        • Go to Report Options (or the equivalent Share menu).

        • Click Copy Link to copy the work order portal URL.

      4. Verify the Link
        • Open the copied link in a browser.

        • Confirm that all relevant details are visible and correct before sending externally.

      How to Share a Breezeway Portal Link for External Distribution

      Step 8: Send Confirmation to the Owner

      1. Use the Owner Credit Confirmation Email template.

        Hello [Owner’s Name],

        Thank you for your patience. A credit of $[credit amount] has been issued to your account, due to [what is the credit for and why?]

        This credit will appear on your next statement as a reduction to your balance. Although it may not be reflected in the system until then, please accept this email as confirmation that the credit has already been applied.

        For your reference, here is the work order link associated with this credit: [Insert Link]

        We appreciate your attention, and please don’t hesitate to reach out with any questions.

        Best regards,

      2. Insert the verified Breezeway portal link in the email (hyperlink preferred).

      3. Send the email to the owner.

       

      Step 9: Close HubSpot Ticket

      • Confirm documentation complete

      • Mark ticket Closed

      ✅ Tips/Best Practices

      • Always centralize communication in HubSpot

      • Double-check credit amounts and work order details

      • Maintain audit trail linking HubSpot & Breezeway

      • Use consistent templates and naming conventions