# How OTP-Verified Estimate Approval Stops HVAC Payment Disputes

## Quick Summary
Homeowners occasionally claim they never approved an estimate after the work is done. OTP verification — a 6-digit code texted to the customer's phone plus a digital signature — creates a tamper-proof approval record that shuts down disputes before they start.

## The Problem
Every HVAC company that's been in business more than two years has a dispute story. The tech does the work. The invoice goes out. Then the homeowner calls and says "I never approved that price" or "your guy told me it would be less." Now you're in a he-said-she-said situation with no paper trail, and you either eat the difference or lose the customer — sometimes both.

The old approach was getting a physical signature on a clipboard. That worked until the customer said the signature was forged, or the carbon copy was illegible, or the tech forgot to get it signed before starting. Paper approvals are better than nothing, but they're easy to dispute and hard to produce six months later when the credit card chargeback hits.

The frequency isn't high — maybe 2-3 disputes a year for a mid-size HVAC shop. But the dollars add up fast. A disputed AC compressor replacement at $2,800 or a ductwork job at $1,500 can wipe out a week's worth of profit. And the time your office manager spends digging through files, calling the customer, and writing response letters? That's hours you're paying for with zero revenue.

## How to Fix It
OTP-verified approval works like this: your tech builds the estimate on the Opsler app (from the pricebook, so pricing is locked). They tap "send for approval." The homeowner receives a 6-digit code via SMS. They read the estimate on the tech's tablet or their own phone, enter the code, and draw or type their signature.

That's three layers of proof:
1. **The OTP code** — tied to the customer's phone number, timestamped, single-use
2. **The digital signature** — typed name or drawn signature on screen
3. **The audit trail** — estimate version, approval time, IP address, device info

If a dispute comes in, you pull the approval record. It shows exactly what the customer saw, when they approved it, and that they had their phone in hand. Credit card companies accept this as authorization evidence. So do small claims courts.

## The Numbers
Average HVAC dispute costs **$2,000-$3,000** to resolve (between the lost revenue, office time, and potential legal fees). Most shops deal with **2-3 per year**. That's **$4,000-$9,000 in annual exposure** — eliminated by a 30-second approval step your tech does on every call anyway.

The secondary benefit: customers who go through OTP approval pay faster. They know they approved it, they know the number, and there's no room for "I need to think about it" after the work is done.

## FAQ

### Does the customer need to download an app?
No. The OTP code arrives as a standard text message. The estimate displays in a mobile browser. No app download, no account creation.

### What if the customer doesn't have cell service at the house?
The tech can switch to email-based approval. The OTP code goes to their email address instead. Same verification, different delivery channel.

### Can the customer review the estimate before entering the code?
Yes. They see every line item, the tier breakdown (if it's a GBB estimate), labor charges, parts, and the total — before they enter the code. The approval only locks in after they've reviewed everything.

### Does this work for commercial accounts with purchase orders?
Commercial jobs can use a different approval flow with PO numbers. The OTP verification still applies to the authorized signer on the account.

### What happens if a customer disputes anyway?
You pull the approval record from Opsler — timestamp, OTP verification, signature, estimate details. Forward it to the credit card company or show it to the customer. Most disputes end right there.

Learn more: https://opsler.com/blog/hvac-otp-estimate-approval/