Move requests are used to manage customer moves within Zero Friction, which are submitted through the customer portal. This component allows you to track requests for customers moving to or from a service location.
You can find moving requests via the main navigation under Moving Requests.
From this overview you can view, track and process all requests.
Relocation requests are important because they directly impact contracts, meter data, and billing. Correct processing ensures that contracts start or end on time and that beginning and ending readings are recorded correctly.
For each moving request you will see, among other things:
Type of application (Moving in or Moving out)
Location
Status of the application
Current contract (if available)
Customer (person or organization)
Date of creation
Moving date (change date)
Owner of the location, if applicable
The information visible may vary depending on the status of the move request and the availability of contract or location data.
Layout
Overview list
The list view contains a table with, among other things, the following columns:
Name
Location
Status
Current contract
Customer
Date created
Moving date
Owner
The service location is clickable and opens the location's details page.
Statuses
The status is displayed with color codes:
New (gray): newly created, ready for processing
Waiting (yellow): awaiting customer or supplier
Processing (green): successfully processed
Rejected (red): rejected and not processed
Filters
At the top of the overview you can quickly filter by:
To be processed (New and waiting)
Processed
Rejected
All
These filters always show the number of moving requests per category.
On the right you can also filter by:
Location: all delivery addresses, here you can easily filter on a specific address.
Type: Moving in or moving out
Actions
Depending on the status and your rights, you can perform the following actions:
Set Waiting
Process
Reject
To delete
Cancel wait
Not all actions are always available. Actions are automatically hidden or disabled when:
the status does not allow this
you do not have the correct permissions
Types of moving requests
Moving in
The customer initiates a delivery at a location
The system creates a new contract
The contract starts on the key date
Moving out
The customer stops the delivery at a service location
The existing contract will be terminated on the key date
Final meter readings are recorded
Statuses
New
Created and ready for reviewTo wait
Awaiting customer or supplierIncorporated
The moving request has been applied to contracts and metersRejected
The moving request has been rejected and will not be processed
Problem | Solution |
Process button is not available | Check status, errors |
Moving request cannot be processed | First fix validation errors |
Not all moving requests visible | Check filters, search criteria and reading permissions |
Editing not possible | Processed or rejected move requests are read-only |
Why can't I process a moving request?
Because there are validation errors, the status is not correct or you do not have the correct rights.
What happens when I process a move request?
The request is set to "processed," and the customer receives an email notification: configuration template: move-in or move-out processed. The contract is automatically created and approved in Zero Friction, and the customer also receives the welcome email immediately.
Can I adjust a processed moving request?
No. Processed or rejected move requests cannot be modified.
What happens if I reject a moving request?
The request is given the status "rejected," the customer receives a notification, and no contract or meter changes are made. In the configuration template: move-in or move-out rejected
Why don't I see all the move requests?
Check filters, search criteria, permissions and whether you work in the correct organization.
Move Request: A request to process a customer's move
Move-in: Start of delivery at a service location
Relocation: Cessation of delivery at a service location
Key Date: The effective date on which the move takes effect
Location: The physical location where the delivery takes place
Contract: The agreement between customer and supplier
Measurement data: Meter readings and meter information linked to the move
Quick filter: Preset filter to group moving requests
Activity Log: Chronological overview of status changes and system events