Handling a Missed Pickup

When Laundry Isn't Available At Pickup

How to Compensate Yourself for Your Time

Customer Response Window

Frequently Asked Questions

Arriving for a scheduled pickup only to find an empty porch and a completely silent chat can be incredibly frustrating. Your time and gas are valuable, and sitting in a driveway waiting around is the last thing you want to do.

If you find yourself in this situation, don't worry—the app has a built-in workflow designed to protect your time and get you moving. Here is your step-by-step field guide to managing an unfulfilled pickup.

When the Laundry is Missing: The Arrival Checklist

If you've arrived at the location and the bags aren't out, your first step is to activate the tool built specifically for this scenario:

• Check your timing: Verify the order details in your app. Are you arriving within the standard schedule, or did the customer select a premium 3-hour Pickup Window? If it's a premium window, make sure you're on-site within those specific hours so the customer is ready for you.

• Tap "Help Locate Bags" in your app: If you're on time, then laundry should be available. Head to Step 3: Locate Bags in the Pickup flow. This initiates a quick checklist to make sure nothing was missed. It will have you:

  • Verify the address to confirm you’re at the correct location.

  • Check the designated pickup spot as shown in the customer’s instructions.

  • Send a message to the customer through the app.

  • Knock on the door to attempt direct contact.

  • Call the customer using the in-app option (the call will be screened for your privacy).

  • Apply a Missed Pickup Fee so you can be compensated for your efforts (more below!).

Pro Tip! For the smoothest experience, while you're on Step 3: Locate Bags, only tap "Step Complete" once you can actually see and are standing in front of the laundry bags. If you click "Complete" too early, you won't have the option to call the customer and compensate yourself. 

Compensating Your Time: The Missed Pickup Fee

If you've completed the arrival checklist and the laundry is nowhere to be found, you don't have to leave empty-handed. You can apply a Missed Pickup Fee directly through the app to ensure your time and effort are respected:

• What it pays: The customer is billed $10, and $7.50 goes straight into your Poplin balance to cover your gas and travel time.

• At your discretion: You decide whether to apply the fee or offer the customer a little extra grace based on your experience at the location.

Pro Tip! Chat protects your payout - by sending your customer multiple messages around pickup, including once you've arrived and cannot find their laundry, you create a built-in paper trail that automatically protects your earnings if a customer questions the fee later.

What Happens Next: The 60-Minute Window

Once you’ve completed the checklist and applied the Missed Pickup Fee, there's no requirement to stay at the location. You can feel free to keep moving with your day.

If you choose to loop in Concierge, we'll launch a 60-minute response window to try and rescue the order:

• If the customer responds within the hour: You can choose whether to return for the laundry if it still works for your schedule, or simply let Concierge know if you prefer to have the order reassigned to a different Pro.

• If the customer stays silent: To protect the Pro community, we will cancel the order entirely once the window closes. We never want to pass a non-responsive customer onto another Pro, so if they won't engage, the order is removed from the platform.

Why the 60-minute pause matters: The Missed Pickup Fee can only be charged once per order. This hour-long window gives a silent customer a fair chance to notice the notifications, realize something went wrong, and clarify their next steps. 

The Big Picture on Missed Pickups

Hitting a roadblock at pickup is part of running a mobile business, but you aren't left empty-handed. Following the in-app workflow ensures your time and travel are compensated while keeping your active order list clean so you can focus on your next successful drop-off.

FAQs

What if the customer cancels right before I arrive?

Sometimes a customer realizes they forgot to collect their dirty laundry and cancels the order right as you're pulling up, or while you're actively searching for their porch. When this happens, the order disappears and you won't be able to self-charge the fee—but you're still protected!

You may still be fully eligible for the Missed Pickup Fee if your in-app communication is documented:

1. The "On My Way" Rule: If you sent a clear "on my way" message with an accurate ETA, and the customer canceled within 15 minutes of that ETA, you're covered.

2. The "Arrived" Rule: Alternatively, if you'd already arrived, messaged them that you were there, and they canceled before you could self-charge, you are also eligible.

If either of these happen, reach out to Concierge right away. We'll review the situation and make sure you get paid for your time and effort!

What happens if I want to keep the order, but cannot return again before the pickup deadline?

Just give Concierge a heads-up! We’ll check in with your customer to see if they're okay with pushing their service back a bit. If they're on board, we’ll extend both your pickup and delivery deadlines by 24 hours.

If they need to stick to the original plan, no worries—we'll simply open the order back up for a new Pro. You'll be removed from the job with absolutely no penalties.