Meeting your delivery deadline is one of the best ways to build trust with your customers and grow your business on Poplin. On-time (or speedy) delivery leads to better tips, repeat customers, and a stronger rank.
Extensions can be granted in a handful of specific situations, outlined below. Outside of these, top-performing Pros plan carefully and only accept orders they're confident they can complete on time.
Extensions are Granted in 4 Situations
1. The customer's bag count is significantly off
Let's say you accept an order listed as 2 bags but the customer actually has 5 bags waiting for you at pickup — you can request an extension in the Laundry Pro app. This only applies to a meaningful difference that changes how long the job takes. Going from 1 bag to 2, for example, doesn't qualify.
For a full walkthrough of this scenario, see What If There Are More Bags Than Expected?
2. The order is over 100 lbs (Standard) or over 60 lbs (Express)
If you pre-weigh a Standard order and it comes in over 100 lbs, you can request an extension right in the app. For a step-by-step guide, see Order Over 100 lbs? Here's How to Get an Extra Day
If an Express order comes in over 60 lbs, you can choose to convert it to a Standard order, along with the Standard deadline, pricing, and pay. For the full details on what changes, see Express Order Over 60 lbs? Here's What to Do.
3. There's a Severe Weather warning
Poplin grants extensions when the National Weather Service issues a severe weather warning for one of the following conditions:
- Winter Storm (ice or blizzard conditions)
- Hurricane
- Tornado
- Flash Flood
for either your area or your customer's area. Reach out to Poplin Concierge and, once confirmed, the extension will be granted, and we’ll notify your customer.
4. Your customer asks for a different pickup or delivery date
If your customer reaches out to request a later pickup or delivery date, either through Poplin Concierge or by messaging you directly in the app, and you’re okay with it, we can update the order to reflect that. This way you're fully covered and won't be marked late.
A quick but important note: this only applies when your customer initiates the request. If you bring up moving the deadline yourself, the deadline can't be adjusted, even if your customer says it's fine. This keeps every extension clearly documented and consistent across all orders.
How to Request an Extension
- Use the Extension Request Tool In the App. You can use the app to process an automated extension for a significant bag discrepancy at pickup or an order weighing over 100 pounds.
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Reach out to Concierge. For a severe weather warning, an Express order weighing over 60 pounds, or anything else not covered by the automated extension request tool, reach out to Poplin Concierge using the in-app Help Chat or by emailing us at laundry-pro@poplin.co.
FAQs
What if the laundry wasn’t out at pickup?
That's a different situation with its own process. Check out this article about missed pickups for more information, but typically if the customer’s laundry isn’t available, you can't return again the same day, and you still wish to keep the order, we can probably adjust your deadlines. Reach out to Concierge for assistance using the in-app Help Chat, or by emailing us at laundry-pro@poplin.co.
What if I have an emergency and can no longer complete the order?
We've got you covered. Contact Poplin Concierge and we'll arrange for another Laundry Pro to come to your location, pick up the order, and complete it on schedule. In this case, the Pro who completes the order gets paid for it.
What if I’m running late or don't qualify for an extension?
If you're running behind, let your customer know as soon as possible with an updated, accurate ETA, and then stick to the new ETA. It's also a good idea to loop in Poplin Concierge so we're aware of the delay and can step in if needed, such as arranging for another Pro to take over the order.
Being late can affect your points and rank, so it's always worth avoiding when you can, which is part of why top-performing Pros only accept orders they're confident they can complete on time. That said, if you've been doing this a while, something unexpected will eventually come up. It happens to every Pro sooner or later. One late delivery isn't the end of the road.
I have a bag discrepancy/oversized order but the app says I’m ineligible for an extension.
The extension request feature itself has a deadline for use – if you wish to request an extension within the app, you’ll need to have picked up the order on time, properly documented either a significant bag discrepancy or entered a pre-weight above 100 lbs, and be requesting the extension within an hour following the pickup deadline. If more than an hour has passed since the pickup deadline, the app will no longer allow you to process an extension.
Alternately, if the order has a specific Delivery Window attached to it, the app currently cannot offer an extension for Windowed orders. Please use the in-app Help Chat or email Concierge at laundry-pro@poplin.co, and we'll be happy to walk you through next steps.
What if my customer is a business and they close before my deadline?
It can depend on where you are in the order. For example, the guidance is different if you can't access the pickup location or are attempting delivery after a business has closed.
Generally speaking, if you've met the terms of your contract by arriving on time, you won't be penalized simply because the business is closed. Concierge can help review your options, adjust deadlines if appropriate, and protect your metrics.
I'm on time, but my customer's card declined, and the app is telling me not to deliver.
Don't worry, you won't be penalized for your customer's card declining. The app will automatically extend your delivery deadline if the order is still unpaid within 2 hours of the current deadline.
I have an order that weighs over 300 pounds, what can I do?
Poplin will generally provide a single 24-hour extension per 100 pounds of laundry, but only one at a time. You must still enter a pre-weigh for the order, and can request your first extension in the app using the automated extension request tool. If you still need additional time after your first 24-hour extension, reach out to Concierge, and we can assist you.
I didn’t use the pre-weigh feature but this order is over 100 pounds. Can I still get an extension?
No. Only orders with a valid pre-weigh entered will be eligible for extension due to being oversized.
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