---
name: Syncro — use a billable labor type (in-shop / onsite / remote / web), never "Prepaid project labor"
description: When billing Syncro tickets, the labor product on the line item MUST be one of in-shop, onsite, remote, or web labor. "Prepaid project labor" is an exempt labor type and will NOT draw down a customer's prepay block — using it silently breaks block-hour accounting.
type: feedback
---

**Rule:** Line items on Syncro tickets must use a billable labor product matching the work delivery channel: **in-shop**, **onsite**, **remote**, or **web labor**. Do NOT use **"Prepaid project labor"** as the labor type for normal work.

**Why:** Winter caught me on 2026-05-04 using "Prepaid project labor" by default. That product is **exempt** — it does not consume hours from a customer's prepaid block. So even if the ticket is for a prepay customer and looks billed correctly on the invoice, the block balance never decrements. Block-hour accounting silently drifts. Only the four non-exempt labor types (in-shop / onsite / remote / web) burn block time as intended.

**How to apply:**

- **Picking labor type:** Match it to how the work was actually delivered:
  - **Remote labor** — work done over remote tools (RDP, Splashtop, ScreenConnect, phone-only support, scripts). This will be the most common pick.
  - **Onsite labor** — work done at the client's physical location.
  - **In-shop labor** — hardware brought to ACG's office for repair/build.
  - **Web labor** — purely cloud/portal work (Microsoft 365 admin center, Entra, Cloudflare, etc.) where there's no remote-into-a-machine component. (Confirm with Winter if this distinction matters in your situation — sometimes "remote" is the right pick even for cloud work.)
- **Resolving the product_id:** Use `GET /products?search=remote+labor` (etc.) to pull the right product_id for the labor type, then pass that as `product_id` on the `add_line_item` POST.
- **Never default to "Prepaid project labor"** unless explicitly directed. If you find an existing entry with that product on a normal billable ticket, flag it — Winter (or whoever) will need to retroactively switch the labor type so the block decrement actually posts.
- **Verifying:** After billing, check that the customer's prepay block balance dropped by the expected number of hours. If it didn't, the labor type was wrong.

**Real-world incident — 2026-05-04:** Tickets I created on this date used "Prepaid project labor" as the auto-selected labor type. Winter is fixing them retroactively. Going forward, default to `Remote labor` for the typical remote-support ticket, then adjust per delivery channel.

**Where this lands in skill code:** `.claude/commands/syncro.md` and the `syncro` skill workflow examples need to make labor-type selection an explicit step in the add_line_item billing workflow, not a silent default.
