Adjustments 101

Introduction

Sometimes, original Dolly booking details may need to be updated to include an extra service or item. Helpers & Hands must discuss any adjustments with the customer before proceeding to complete any additional work not originally listed. An adjustment can be made to a Dolly if needed and added in the Helper app.

In most cases, only Helpers will have the option to add an adjustment in the app.

For labor-only Dollys, the Helper or Hand will be able to complete the adjustment in the app. 

Adjustments on Types of Dollys

Partner Store Deliveries: Dolly Support needs to be contacted. Helpers must submit pictures for proof of delivery while the Dolly is still in-progress. If the adjustments are valid, Dolly Support will review to approve.

Note: The Customer is unable to approve Store Delivery adjustments.

Full or Itemized Apartment Moves: Contact Dolly Support while the Dolly is still in-progress if an adjustment needs to be made. 

All Other Dollys: Enter the adjustment in the Helper app and submit pictures. Dolly Support will not approve any adjustments after a Dolly is completed.

Important note: Include photos when you submit an adjustment request so that we can provide the customer with details of the adjustment.

Dolly Type & Adjustments

How to Make an Adjustment 

When Helpers & Hands arrive at the pickup location to start a Dolly, we recommend verifying all Dolly details before proceeding to ask the customer to approve an adjustment. Each Helper requesting an adjustment must:

• Discuss the adjustment with the customer.
• Enter and submit the adjustment in the Helper app.
• The customer or Dolly Support can approve the adjustment.

Important: If a customer does not wish to approve an adjustment, Helpers & Hands should only complete work originally listed. If Helpers & Hands continue to work on Dollys without completing an adjustment and speaking with the customer, we are unable to provide compensation.

Step 1: If the customer agrees to the adjustment:

• In the Helper app, review Dolly details.
• Tap Adjust this Dolly.
• A message will appear asking you to acknowledge the adjustment entered and discuss with the customer.
• Review the message and select I Understand to continue.

Step 2: Multiples of items already listed on the Dolly or removing the item can be completed

Do not add more of an item that is not required. This can be considered as adjustment abuse which is a Helper agreement violation.

To add items:

• Use the See adjustment item size guide to enter the item needed to be added
• 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: Adjustment Summary

• Tap Save & Continue.
• The next screen is the adjustment summary. The adjustment summary lists all adjustments along with the price change (if necessary). 

Step 4: Adjustment Approval

• The customer must agree to the adjustment before tapping Submit.
• The customer also needs to approve the adjustment in their app so that Helpers & Hands get paid for the extra work.
• When the customer approves the adjustment, a confirmation notification will be received on the Helper app to continue work.

Helpers who fail to discuss and have the adjustment approved by the customer, and continue to complete work not originally listed in Dolly details will not be compensated after Dolly completion.

Examples of Adjustments

• Removing an item listed 
• Increase the quantity of an item listed
• Add another item
• Change Dolly location
• Add stairs 
• Add in-home labor
• Add additional location
• Add breakdown
• Add assembly*

*Item must be eligible for assembly. If attempting to adjust a Dolly and add assembly for an item and the option does not appear, it is not a service we can offer the customer. Do not contact Dolly support in this case. Simply let the customer know that assembly cannot be performed.