Some states or territories may opt to allow the customer to decline a scheduled service time and request a new one.
Customers do this via a form that is included in their service notification email.

When a customer suggests a new time, the service's 'client status' changes to 'declined' or 'new date proposed' and a case is raised in the region's preferred queue.
The customer will give a new proposed date and a preference for a morning or afternoon service.

Cases can be accessed from the top navigation tabs:

Once in the 'list view' you may wish to choose the 'Open Restocking Cases' list:

1. Select the drop-down arrow on the list name
2. Begin searching for 'Open Restock'
3. Select the 'Open Restocking Cases' list view

Select the case you would like to view from the list.

The Case record page contains a large amount of information about the origin of the Case, the related Account, Service and the requested date and time preference.

To respond to the case navigate to the 'Feed' section and select 'Email'.

You may also navigate to the related Service record and update the 'Service Start' and 'Service End' fields to meet a time suitable for the customer before responding.