Adjustments 101

Adjustments 101

For Retail (Store Delivery) Dollys - Enter the adjustment in the Helper app and submit pictures while the Dolly is still in-progress. If the adjustments are valid, our support team will review to approve ASAP.

Please note: The Customer is unable to approve Retail Dolly adjustments.

For Full or Fixed Rate Apartment Moves - Call our Support Team at [phone] while the Dolly is still in-progress for an adjustment. A Support Team member will discuss the adjustment with you and should approve it before the job is completed.

For All Other Dollys - Submit the adjustment in the Helper app with pictures. The Customer needs to approve the adjustment before you complete the Dolly. Our Support Team will not approve any of these adjustments after the Dolly is completed.

Important note: Please include photos when you submit an adjustment request. If the Customer declines the adjustment and it is a valid adjustment, then you can leave the Dolly and you will receive cancellation pay per our policy.

What is an Adjustment? 

Sometimes, the original Dolly booking details may not include a specific item or service. An adjustment can be added by the Lead Helper scheduled on a Dolly after discussing the adjustment with the customer. Adding an adjustment, in most cases, will increase the price of a Dolly since it will add an item or service to be completed by Helpers. It is very important that all adjustments for a Dolly are discussed with all parties and approved in the app so that there is no confusion.

Note: Adjustments can only be made by a Lead Helper while a Dolly is in-progress and must be approved by the customer for each Helper and Hand to be compensated for the additional work.

How to make an Adjustment (Lead Helpers Only)

We provide Lead Helpers with the tools to add adjustments to a Dolly once it has started in the app. When you arrive to start a Dolly, please verify the job details before proceeding to ask the customer to approve an adjustment. Use your best judgement as it will affect the price of the Dolly.

Process

If the customer agrees to the adjustment:

Step 1 - In the Helper app, in the Dolly’s Details tap the button in the top right corner, then tap “Adjust this Dolly”. A message will appear asking you to acknowledge the adjustment protocol and discuss with the customer. Please review the message and select "I Understand" to continue.

Step 2 - You have the ability to add multiples of the items already listed on the Dolly or remove the item. 

Important Note: Make sure that you do not add more of an item that not required. This may be considered adjustment abuse. 

To add items, you can use the “see adjustment item size guide” to enter the item needed to be added, and the system will add the item based on its size. If you are unsure of the size of an item, you can double check and view our size guide here.

Step 3 - When you tap “Save & Continue” the next screen is the Adjustment Summary. This will list all adjustments that were made, along with the price change.

Important Reminder: Make sure that you do not add more of an item that is not required as this may be considered adjustment abuse. 

Step 4 - Make sure that the customer agrees to the adjustment before tapping "Submit". The customer will then need to approve the adjustment in their app or through text. When the customer approves the adjustment, you will receive a confirmation alert.

Helpers who fail to get the customer to approve the adjustment in the app and continue with the additional labor/work adjusted for, will not be compensated afterward.

Types of Adjustments that can be made

Below is a list of adjustments that can be made in the Helper app.

Removing items listed on the Dolly
Adding to the quantity of the items listed on the Dolly
Add more items based on size
Change locations of Dolly locations
Add stairs at locations
Adding in home labor
Add another location

Add breakdown

Add Assembly*

*Item must be eligible for assembly, if you are trying to adjust a Dolly and add assembly for that item and the option does not appear, it is not a service you will be able to offer that customer.

Remember to discuss any changes with the customer prior to making an adjustment in the app.

Which Adjustments can be made on each of the different Dolly Types?

Dolly Type/Adjustment Type	Add/Remove Items	Edit Location	Add Another Location	Add Stairs	In Home move	Assembly	Breakdown
Store Delivery	x	x	x	x	x	x	x
Move a Few Items	x	x	x	x	x	x	x
FB Marketplace	x	x	x	x	x	x	x
Apt Move - Just the Big Stuff	x	x	x	x	x	x	x
Apt Move - Whole Apt Move	n/a	n/a	n/a	n/a	n/a	n/a	n/a
Labor - Hourly*	x	x	x	n/a	n/a	n/a	n/a
Labor - Itemized*	x	x	x	n/a	n/a	x	n/a
Haul-Away	x	x	x	x	x	x	x