Relist Penalties

Introduction

As a Helper or Hand, relisting yourself from a Dolly indicates being removed completely from that Dolly including pay and no longer being scheduled. Relisting also removes all scheduled parties from the Dolly.

Relists of any kind create a terrible and confusing experience for our customers, other Helpers, and Dolly support. 

Be advised of the seriousness of relist penalties and the effect they have on customers and other Helpers. As you know, moving and delivery is already a stressful experience, and we want to make the experience smooth for all involved. 

Relist Penalties & Fees

• Relists are tracked on a running total of a Helper or Hand's past 50 Dollys .
• Relists occurring 7 days or more prior to a scheduled Dolly will not incur a penalty or fee.
• Important: If any apartment move Dolly is relisted within 72 hours of the scheduled start time, a $50 relist fee and penalty will be assessed. Do not attempt to request Dollys booked as apartment moves if you do not want to incur the penalty and fee for relisting. 
• Disputes for relist penalties must be submitted in writing to the Dolly support team within 24 hours of relisting to be considered for a relist waiver.

How to Relist a Dolly

We highly recommend sending a message to the customer to let them know before relisting. This is better known as common courtesy.

Step 1: Access the Helper app.

Step 2: Locate the Schedule tab and select the Dolly you want to relist.

Step 3: Click on the ellipsis menu (three dots) in the upper right.

Step 4: Select Relist this Dolly.

Step 5: Choose a reason as to why you are relisting the Dolly.

Update to a Dolly: One-Hour Grace Period

If a customer makes an edit or update to a Dolly, scheduled Helpers & Hands will be notified and have one-hour to relist the Dolly without incurring a relist penalty or fee if unable to adhere to the changes.

• The scheduled Helper & Hand will receive a notification in the Helper app and / or an email with details of the changes.
• If a customer makes an update to the Dolly outside of business hours i.e. 9pm-7am, the one-hour grace period for relisting starts at 7am and ends at 8am local time. 

Issues After Arriving at the Customer's Location

If a Helper or Hand is at a Dolly location and needs assistance, reach out to Dolly support before relisting to provide additional details. 

Relisting a Partner Route: Select Markets

Routes or routed deliveries consist of multiple Dollys usually booked through a retail Partner. These Dollys will include multiple individual Dollys for several customers.

If a Dolly is relisted for a route, the entire route's Dollys will be relisted, and Helpers will incur penalties based on the total number of Dollys within the route.

What happens when the other scheduled Helper or Hand relists the Dolly?

• When a scheduled Helper or Hand relists, both scheduled parties are relisted. The Helper or Hand who does not relist will not be charged a relist fee or receive a penalty.
• A new search will then be initiated within the Helper app to fulfill the customer's Dolly. No additional action is needed.
• The Helper app will find Helpers or Hands that meet the requirements of the Dolly.
• Be advised that other Helpers may have settings that affect being scheduled on Dollys for various conditions.
• If or when a Helper or Hand is relisted, do not reach out to Dolly Support to be rescheduled. Our Support team will be unable to fulfill any Dolly scheduling requests.