What is a callback, and how is it different from a punch item?
A callback is a return visit during the warranty period to correct an issue the customer reports after substantial completion; unlike a punch item, it surfaces after the project is handed over.
Start free→A callback is a return trip to a completed project to fix something the customer reports during the warranty period. It happens after substantial completion and handover, which is what separates it from a punch item: punch items are caught at the closeout walkthrough, callbacks surface later, once the customer is living with or using the work.
Callbacks are a direct read on quality and a direct hit to margin. Every callback is unbilled labor against a job that is supposedly closed, and repeat callbacks on the same issue or the same crew signal a problem worth catching. Tracking them is how a contractor sees which work, which trades, and which subs generate the most return trips.
Scaftra's reactive service loop is built end to end: a Service Request and Service Visit flow handles intake, assignment, the visit, and resolution, with a warranty and service board and repeat-callback detection. There is no scheduled-recurrence or preventive-maintenance concept; service is triggered by reported issues, not by a recurring calendar. A backcharge overlay handles recovering callback cost from a sub when the issue traces to their work.
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