How do order notifications work?

You're probably curious how notifications work.

 

When the order is placed, the Poplin algorithm creates a prioritized list of Laundry Pros that are eligible for the order. The algorithm ranks Laundry Pros much like a customer would—using customer preferences, ratings, reviews, total orders, retention rates and much more. One factor that the algorithm heavily prioritizes is your ability to create return customers. Everything you do as a Laundry Pro should be with the mindset of getting the customer you're serving to want to place another Poplin order.  

 

This prioritized list is built with the highest quality in mind and most desirable Laundry Pros for that customer at the top.

 

The notification system works through that list to get the right orders to the right Laundry Pros. Here are more details (if you’re really interested)!

 

Notifications for new orders between 7:00 am - 9:00 pm:

 

Phase 1 - Preferred Laundry Pros

• We send a push notification to the first Preferred Laundry Pro and show the order in their account immediately. They have 60 exclusive minutes to accept the order.
• If those 60 minutes pass, the second Preferred Laundry Pro becomes eligible—along with the first Preferred Pro. The second one gets a notification, sees the order in their account and has 10 minutes to accept—then the next Preferred Pro is eligible.
• This continues until all Preferred Laundry Pros have access to the order.

Customers can select up to 5 Preferred Laundry Pros. If no Preferred Laundry Pro accepts the order, we’ll move on to the next phase.

 

 

Phase 2 - Prioritized Laundry Pro

• Until the order is accepted, we notify one additional Laundry Pro every minute from the prioritized list of Laundry Pros.
• This means that each prioritized Laundry Pro doesn’t have very much time to accept an order. Remember, while we are prioritizing quality Laundry Pros, Customers expect their orders to be accepted quickly. So we're trying to make that happen.

 

Phase 3 - Batched Laundry Pro

• After 30 minutes, we take the rest of that prioritized list and start batching notifications to groups of Laundry Pros (still in that prioritized order), until it’s accepted.
• If you’re getting notifications in this phase you are more likely to see orders become available and then QUICKLY be taken. This is why becoming a Preferred Laundry Pro for your customers is so critical to your success—quality means quantity.

 

Notifications for new orders between 9:00 pm-7:00 am:

• If you are the first Preferred Laundry Pro on an order, you will receive a notification for that order immediately—and then again at 7:00 am. And, it will be exclusively available to you until 8 am. No countdowns. That means if the order request comes in at 11:00 pm and you’re sleeping, no other Laundry Pros will be notified of that order until 8 am.
• If you decline the order and there is another Preferred Laundry Pro—we will notify them next! However, we won't notify non-Preferred Laundry Pro until 7:30 am.
• If a new order is placed without a Preferred Laundry Pro selected, Laundry Pros will begin receiving notifications in prioritized order at 7:00 am.

 

It’s all designed to create a reliable, high-quality experience—for both you and your customers.