Relists and Relist penalties

Relists of any kind create a terrible and confusing experience for customers, Dolly Support, and other Helpers working to fulfill the request. Relists are seen as the Helper canceling their obligation to complete the Dolly. There are three types of relists that we track. Below is a chart of the penalties associated with relists. 

As of August 2021, if you relist an Apartment Move Dolly within 24 hours you will receive a $40.00 penalty. We have had too many Helpers back out at the last minute and ruin a Customer's experience, with difficult consequences. If you do not agree to this, then we advise you do not bid on any Dollys marked "Apartment Move". This applies to both Full Apartment Move Dollys and Itemized Apartment Move Dollys.

Please note that any relist that occurs 7 days or more before a scheduled Dolly will not incur any penalties.

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. 

Please understand the seriousness of relists and the effect they have on customers. As you know, moving and delivery can already be a stressful experience. 

How to relist a Dolly: 
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)

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. 

At a Dolly location and issues arise? 
Reach out to Dolly Support before relisting the Dolly. 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. 

Select markets: 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 the 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. 

What happens when a Helper / Hands, I'm scheduled to work with, relists a Dolly?
When the Helper or Hands you are paired with relists the Dolly, the system will remove both of you from Dolly in order to initiate a new search for Helpers to fulfill the customer's request. The System will do its best to find a Helper or Hands willing and able to work with you within the time window you selected, but that may not be possible. In that case a Helper/Hands, Helper/Helper, etc, who are able to both fulfill the request at a different time, would be scheduled, instead of taking longer to find someone who can work with you.

If you are removed from a Dolly due to a Helper / Hands relisting the Dolly, there is no cancellation fee associated with that a relist. 

This can be a disappointing experience for sure, to be relisted on and not rescheduled. If you are leaving for a Dolly and your partner is not communicating with you, please inform Dolly Support via the "Contact Support" option on your scheduled Dolly!