Relists, Timeliness & Penalties

This article covers a range of topics related to relists, timeliness (lateness), and general policy violations that can lead to financial penalties for a Helper or Hand. If you want to learn more about what a relist is, when relisting a Dolly will result in a penalty, what will happen if you're late or what constitutes a violation of our Helper Agreement (and what the impact of a violation is), this is the right article for you.

Dolly's Relist Policy 

Relists of any kind create a terrible and confusing experience for customers, Dolly Support, and other Helpers and Hands alike. Relists occur when a Helper removes themselves from a scheduled Dolly. There are three types of Relists that we track and certain Relists can result in a financial penalties (see below).

Relist Definitions

Advanced Notice Relists: When a Helper / Hand removes themselves from a Dolly 7+ days before the scheduled start time.

Relists: When a Helper / Hand removes themselves from a Dolly more than 24 hours before the scheduled start time but within 7 days.

Last Minute Relists: When a Helper / Hand removes themselves from a Dolly less than 24 hours before the scheduled start time.

No Show: When a Helper or Hand has not started or arrived at the job within the first 30 minutes of the scheduled window.

Relist Penalties

Occurrence	Advanced Notice Relists (7+ days until scheduled start)	Relists  (24+ hours)	Last Minute Relists  (<24 hours)	No Show
1	No Penalty	Warning	Warning	Warning
2		$10 Fee	$20 Fee / 1 Week Suspension	1 Week Suspension
3		$15 Fee	$25 Fee / Deactivated	Deactivated
4		$20 Fee / 1 Week Suspension	Deactivated
5		$25 Fee / Deactivated
6		Deactivated

• Additionally, Apartment Moves relisted with less than 24 hours remaining before the start time will incur a $40 penalty.
• Within the last 50 awarded Dollys. Routes will count as 1 occurrence for deactivation but will receive penalties for every Dolly in the route.
• Tracking on relists is done on a rolling 50 completed Dollys. An example of this is your oldest Dolly within 50 had a relist, once you complete a new Dolly, that relist will no longer be taken into account. 

Deactivation Appeals Process

If your account is deactivated there will be an option to appeal the status to once again become active on the platform. You will need to reach out to us using the link here with the following information:

• The job(s) associated with the relist including Dolly number, customer name, date, and time.
• Details surrounding the circumstances of your change in your account status
• Any supporting official documentation (such as: doctor’s note, police report, court summons, etc.) 
• Reason why you should be reactivated (such as: indicators of performance improvement, work history, etc)

How to Relist a Dolly

1. Go to your "Schedule" tab and tap on the Dolly you need to relist. (Remember it is always best to message the customer to let them know you will be unable to fulfill their Dolly first before you relist).
2. Tap the three dots in the top-right corner, tap "Relist this Dolly", and select a reason to let the Dolly Team know why you are relisting the Dolly (select the closest reason).

One Hour Grace Period

When a customer makes an adjustment to a scheduled Dolly you have one hour to relist the Dolly without penalty. You will receive a notification of the adjusted work. If the customer makes an adjustment outside of business hours (9pm - 7am), your one hour grace period will start at 7am and end at 8am. 

What happens if I arrive at a Dolly location and I need to relist?

If you are at the Dolly location and need assistance please reach out to Support before removing yourself so Support can make sure you are notified of next steps. 

Relisting a Route

Routes consist of multiple Dollys and are not treated as individual Dollys. If you try to relist a Dolly within the route, you are relisting the entire route and you may incur a penalty based on your cumulative number of relists.

What Happens when a Customer Cancels a Dolly?

If a customer cancels a scheduled Dolly within 24 hours of the start time they are charged a cancellation fee of 20% – this is directly passed on to Helpers scheduled on the Dolly. 

In the instance where the Helper attempts to fulfill the request but cannot do so for reasons out of the Helper's or Dolly's control, the customer will be charged a 50% cancellation fee that is directly passed on to Helpers. 

The customer facing cancellation policy can be found here.

Lateness

Arriving on time is an important part of creating a best in-class moving experience. Always strive to arrive as close to the time window as possible. Being on time will lead to better ratings, more jobs, and often better tips!

What to do if you are running late?

We understand lateness is occasionally unavoidable. We suggest you reach out to the customer as soon as possible through the Helper app to let them know you are running late. Please provide an ETA that works for the customer and is realistic. Great communication helps provide a better experience even during stressful times. In the Dolly Details you can tap on the “People” tab to give the customer a call.

My prior Dolly has caused me to be late!

We know when working a complete schedule certain Dollys can take longer than expected and create a situation where it will be tough to arrive at your next Dolly at the correct time. Do your best to communicate with the customers who’s Dolly is next. Let them know that you are running late and doing your very best to arrive on time.

Penalties for being late

Lateness will be carefully reviewed when we receive information about these incidents. We want to understand what happened from all perspectives.  Any information provided will be taken into account during our review. We encourage you to share what caused you to be late. 

A Helper or Hand is considered late if they arrive at the location of the Dolly 30+ minutes after the end of the start time window.

	Completed Dollys In Last 90 Days
Lateness (within 90 days)	1-50	51-150	151+
1st Lateness	Warning
2nd Lateness	2nd Warning
3rd Lateness	Up to a 7 Day Suspension	Up to a 3 Day Suspension	Up to a 3 Day Suspension
4th Lateness	Up to a 14 Day Suspension	Up to a 7 Day Suspension	Up to a 7 Day Suspension
5th Lateness	Deactivation	Up to a 14 Day Suspension	Up to a 14 Day Suspension
6th Lateness		Deactivation	Up to a 28 Day Suspension
7th Lateness			Deactivation

 

Policy Violations as an Established Helper or Hand

Other policy violations are situations where you made an active decision to violate a policy laid out explicitly in the Helper agreement. Examples include, but are not limited to:

• Price haggling
• Going off platform / promoting own business
• Making the customer cancel instead of re-listing
• Violating COVID policies
• Using unauthorized vehicle
• Bringing an unapproved Assistant to complete a Dolly
• Gaming the system
• Bidding on 2 person Dollys without an Assistant
• Asking the customer to change the start time of a Dolly

Penalties for Policy Violations

Policy Violations	1-50	51-150	151+
1st Report	Warning
2nd Report	Up to a 14 Day Suspension
3rd Report	Deactivation

 

Policy Violations as a New Helper or Hand

It's important as a new Helper or hand to demonstrate punctuality and reliability and appropriate behavior. Someone is considered a new Helper or Hand when they have less than 30 complete Dollys. In this period, if we see a pattern of negligent, unreliable, or lack of adequate behavior after two or more offenses we will temporarily deactivate your account until we receive a response regarding your behavior. Based on your response and your further intentions we will make a decision whether reactivation is appropriate.

First 30 Dollys
1st Occurrence within 30 Dollys	Warning
2nd Occurrence within 30 Dollys	Suspension until Response