Customer Asks About Pricing

The customer asks "How much?". You quote one price only: the visit fee in the calendar. Every other price goes to the business.

Quick Answer - 30 Seconds

Visit fee: pick a window in the calendar → Service Fee under it, Customer pays in the footer → ask "Are you a member?" → say that number.

Any other price (the repair, a quote, a discount, a refund)? Pass it on:

OnePath agent: Escalate to someone else → Other → Details → Escalate.
Account team: Assign teammate → the person who decides prices.

Never read the potential number on the opportunity card. It is not a quote.

The number on the card is not a quote; the visit fee under each window and in Customer pays is

The visit fee: the one price you quote

In the calendar, once you pick a window:

Service Fee: Member 39, Non-Member 99 under each window. Some services show only one of the two.
Customer pays in the footer, with the same fee for the window you picked.

A visit is the appointment at the customer's address. That fee is what the visit costs. Ask if the customer is a member before you say a number.

The visit fee is $99, or $39 if you're a member.

An opportunity is one service the customer may buy, shown as a card under Manage opportunities. Its top-right corner shows one of these:

You see	It means
$3,725 potential	The value the business set for this service. Not a quote: never read it to the customer.
$3,725 quoted	The opportunity is closed as Lost (the customer didn't buy, for example after a cancelled visit). Not a price for today either.
Not priced yet	No price set for this service. Don't make one up.
Included in the plan	A membership visit. The customer's plan covers it.

Check the card has the right service. Change it in Details if it's wrong. See Opportunities.
Still no Service Fee? Tell the customer honestly:

I don't have that price in front of me. I'll have the team get back to you with an exact number.

Then pass it on, as below.

A repair price, a quote, a discount, a refund and any billing problem are decisions for the business.

Tell the customer: "I'm passing this to the team at [business name]. They'll get back to you with the price."
Click Escalate to someone else.
Under What is it about, pick Other: the list has no billing type. Mixed case? Upset customer → Complaint, even if they also want a manager or a price; write every ask in Details. Only a price, refund or bill → Other. Can't book → Follow-up.
In Details, write what they asked for in one sentence. Example: "Wants a price to replace the water heater."
Click Escalate.

The task goes to the account's team and leaves your screen. Full steps: Passing a Task On.

Prices yours to decide? Answer it yourself. If not:

Click Add note and write what the customer asked for, then Save note.
Click Assign teammate and pick the person who decides prices. Is that your manager, and they're not on the account? Assign it to the account owner.

Hand back works too, where you see it: the task goes back to your team's To Do list. Full steps: Assigning a Teammate.

Let me get the person who handles pricing. They'll get back to you directly.