Adjustments 101

Introduction

Sometimes, the original Dolly booking details may need to be updated to include an extra service or item. An adjustment can be made to a Dolly if needed. In most cases, only a Helper will have the option to add an adjustment in the Helper app. If completing a labor-only Dolly, either party will be able to complete the adjustment in the app. In each case, the Lead needs to discuss an adjustment with the customer before proceeding to complete the adjustment or any additional work.

Adjustments on Types of Dollys

Partner Store Deliveries: Dolly Support needs to be contacted. Helpers need to submit pictures 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 adjustments 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.

Adjustments made on each Dolly type

Process Explained: How to make an Adjustment 

When Helpers and Hands arrive to start a Dolly, we recommend verifying 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 must approve the adjustment.

Important: If a customer does not wish to approve an adjustment, Helpers and Hands should only complete work originally listed.

Step 1: If the customer agrees to the adjustment:

In the Helper app:

• Review Dolly’s Details and tap the button in the top right corner.
• Then 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.

Important Note: Do not add more of an item that not required. This may be considered as adjustment abuse. 

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

Important Note: Do not add more of an item that not required. This may be considered as adjustment abuse. 

• 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 needs to approve the adjustment in their app.
• When the customer approves the adjustment, a confirmation notification will be received on the Helper app.

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.

Types of Adjustments that can be made

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

• 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.