What is a callback, and how are they handled in Protiv?

Purpose

This article explains what a callback is in Protiv and how the system handles callbacks when they happen days, months, or even longer after a job has already been completed and paid.

When To Use This

Use this when you need to:

• Understand how warranty or rework jobs are handled
• See what happens if a callback occurs after bonuses were paid
• Explain why deductions appear on future bonus statements
• Know what happens if a worker is no longer employed

Before You Start

Before working with callbacks:

• The original job must already be completed
• Bonuses may already be approved and paid
• Bonus statements must be enabled for your organization

Step-by-Step Instructions

Step 1 — What a callback means

A callback is when a crew returns to a jobsite to fix, adjust, or redo work that was already completed.

Common callback situations include:

• Warranty repairs
• Fixing mistakes
• Quality issues discovered later
• Customer complaints

Step 2 — Why callbacks exist in Protiv

Callbacks exist so companies can:

• Fix their own work without paying bonuses twice
• Allow time for issues to surface after a job is finished
• Automatically account for rework costs

Callbacks are expected in real operations and are built into the system.

Step 3 — What happens if a callback occurs after bonuses were paid

If a callback happens after bonuses were already paid, Protiv handles it automatically.

What Protiv does:

• Tracks the callback work as a cost
• Does not create new bonuses
• Automatically creates a deduction tied to the original job
• Applies that deduction to the next available bonus statement

No manual correction is needed.

Step 4 — How callback deductions work

Callback deductions work the same way regardless of timing.

This is true even if the callback happens:

• Weeks later
• Months later
• A year later

The system automatically balances the cost by reducing future bonuses.

Step 5 — What if the worker is no longer employed

If a callback deduction applies to someone who no longer works for the company:

• The bonus statement may go negative
• No payout is made to that worker
• The company effectively absorbs the remaining cost
• The deduction is still recorded for financial accuracy

This ensures clean records even when employment changes.

Step 6 — How callbacks relate to change orders and corrections

Callbacks behave like other post-job adjustments.

Examples include:

• Change orders
• Cost corrections
• Job adjustments after completion

In all cases:

• The system rebalances bonuses and deductions automatically
• The adjustment flows forward, not backward
• No paid bonuses are clawed back

Step 7 — Why no manual work is required

Protiv is designed so callbacks require no manual cleanup.

Once callback time is recorded:

• Deductions are created automatically
• Bonus statements update on their own
• Reporting and analytics stay accurate

This prevents missed adjustments and accounting errors.

Examples

Example 1: Callback two months later
A job is completed and bonuses are paid.
Two months later, warranty work is required.
The callback cost is deducted from the next bonus statement automatically.

Example 2: Employee no longer employed
A callback occurs after a worker has left the company.
The statement goes negative.
The company absorbs the cost, and records remain accurate.

Example 3: Callback and change order
A correction is made after job completion.
Bonuses and deductions rebalance automatically with no manual edits.

Common Mistakes & How To Fix Them

• Thinking callbacks need manual deductions
  Fix: Protiv applies deductions automatically.

• Worrying about clawbacks
  Fix: Paid bonuses are not taken back. Adjustments flow forward only.

• Delaying callback entry
  Fix: Record callback time as soon as it happens so statements stay accurate.