Receiving & Completing Jobs
When an athlete or parent buys one of your services, PointShot creates a job — the record that tracks the work you owe them, the materials they sent you, and the deliverables you return. This is the seller-side complement to the Purchasing Services article: same flow, same job record, viewed from your side.
When a new job comes in
Section titled “When a new job comes in”As soon as a customer completes checkout, PointShot:
- Sends you a New Job Submitted email
- Posts an in-app notification to your notification bell in the top navigation
- Adds the job to Open Jobs in your specialist dashboard
Open the job from your dashboard to see everything the customer submitted. The job detail page has two tabs: Customer Files (what they sent you) and Share More Files (where you’ll deliver your work, covered below).
The Customer Files tab shows:
Submitted videos
Every video the customer attached at checkout, along with any clips they selected to share. You
get view access to each video and your own working copy to build clips and annotations on top of
— see Video Editor for how that works.
Submitted files
Documents, images, or other files the customer uploaded with their order. The exact types depend
on what you allowed when you set up the service.
Customer’s responses
Answers to any prompts your service included — goals, context, what they’re stuck on, and so
on. These travel with the job so you can refer back to them while you work.
Tracking your work
Section titled “Tracking your work”The job header includes a few specialist-only conveniences that help you stay organized without adding noise to the customer’s view.
In Progress status
Next to the job’s status badge you’ll see a pen icon. Use it to flip between Open
and In Progress as you work — it’s a private marker for your own task
tracking. Customers only ever see two states for their job: Open while you’re
working on it and Completed once you mark it done. Whether you’ve moved it to In
Progress on your side is invisible to them.
Mark Reviewed on videos
Each submitted video has a Mark reviewed button that toggles a green checkmark on
the card. This is also specialist-only — a way to keep track of which videos you’ve worked
through, especially on jobs with multiple clips or longer footage. The customer never sees these
checkmarks.
Message Customer
Open the three-dot menu in the job header and select Message Customer to send a
message during the job. PointShot delivers it as an email and drops an in-app notification on the
customer’s notification bell. When they reply, the reply lands in your email inbox — not
back inside PointShot — so the conversation continues there once it’s started.
Delivering the work
Section titled “Delivering the work”When you’re ready to share deliverables, switch to the Share More Files tab on the job detail page. Everything you add here is visible to the customer the moment you save it — you don’t need to wait until you mark the job complete.
Returned videos
Search your video library to attach a video you’ve already prepared, or use
Upload Video to upload something new without leaving the job. Once a video is
attached, you can open its clip picker to choose exactly which clips the customer should see.
PointShot sends the customer access to the full video plus any individual clips you select.
Returned files
Same pattern as videos — attach files (PDFs, written reports, screenshots, charts) from your
library, or upload new ones in place. Customers see returned files alongside their original
submissions on their job detail page, with badges that distinguish what came from you vs. what
they sent.
Specialist feedback
A free-text response that appears in its own section on the
customer’s completed job. Use it for written notes, summaries, or recommendations — whatever
the service calls for. Click Add Response to start, save when you’re done, and
use the pen icon to edit at any point while the job is open.
Once everything is in place, open the status switcher (or the three-dot menu) and choose Mark Complete. PointShot will ask you to confirm — once you do, the job moves to Complete Jobs, the customer receives an email and in-app notification, and the full set of returned media becomes their permanent record alongside the work they submitted.
Recurring services
Section titled “Recurring services”Subscription-style services on PointShot are intentionally lightweight right now. A subscription is a single job that runs alongside the working relationship between you and the customer — we don’t create a new job record each billing cycle, and the original job doesn’t get re-completed and re-opened on a schedule. The expectation is that you and the customer agree on the working cadence directly — meeting frequency, deliverable timing, how to share work between sessions — and use the job’s message thread plus your own scheduling tools to coordinate.
This shape is best suited to ongoing mentorship and advising relationships where the value comes from regular conversation rather than a discrete deliverable each cycle. If you need to take action mid-subscription (return media, share feedback files, etc.), use the same Share More Files tab on the original job — everything you add remains visible to the customer.
When a customer wants to cancel a subscription, the request comes through PointShot support; billing-cycle and proration rules live in our Refund Policy §5.
COMING SOON: Richer recurring-service support
We’re working on more structured tooling for ongoing services — per-cycle deliverables,
built-in scheduling, multi-session development tracking, and more. Stay tuned for updates.
When something goes wrong
Section titled “When something goes wrong”Most issues are best resolved by talking directly with the customer first — a quick message often clears up scope or timing questions. If direct resolution doesn’t work, the options below all route through PointShot support so we can review the situation and apply the right outcome.
- Cancel Job (open jobs). From the three-dot menu, opens a support request to cancel and refund the job before you’ve completed it. Use this when the relationship has clearly broken down or the customer is asking to back out and you agree.
- Issue Refund (completed jobs). Same menu, available after completion. Sends PointShot support a refund request that we process against the original payment.
- Reopen a completed job. Not a self-service action. Either you or the customer can email support@pointshot.com or use the in-app Report an Issue flow to request it — PointShot support reopens the job manually so deliverables can be revised.
- Disputes. If a customer files a chargeback with their card issuer, the dispute flows into your Stripe Connect dashboard and is handled through PointShot’s embedded dispute tools. See Handling Disputes for the full process and Refund Policy §9 for the policy side.
For anything that doesn’t fit one of these flows, email support@pointshot.com directly.