Order Over 100 lbs? Here's How to Get an Extra Day

Big orders are a big opportunity, and we want to make sure you're set up to handle them well. For orders you suspect to be over 100 lbs, Poplin offers the option to pre-weigh the laundry and request a 24-hour delivery deadline extension. Pre-weighing is the only way to unlock this extension, but requesting it is always optional.

Once requested, an automated in-app message and push notification let your customer know their new delivery deadline right away, so there's no confusion or surprise on their end.

In this article:

• How to pre-weigh and request an extension
• Keeping your pre-weigh numbers accurate
• Extra-Oversized orders
• A couple of quick FAQs

How to Pre-Weigh and Request an Extension

Enter the order's pre-weight

1. After you've marked Pickup Complete on the order, you'll be moved into the Launder Stage in the order process. At this point, you'll see the option to "Pre-Weigh Laundry". 

   

2. Complete the instructions in the app and enter the weight for each bag provided by the customer into the app. 
3. Once you've weighed all the bags, tap "Submit"

If the total comes in over 100 lbs, you'll be able to request the extension:

1. At the top of your screen, tap the "extension request tool" (looks like a pencil) next to the Delivery Deadline notice

   

2. A pop-up will appear offering you an extension based on the order's size. Tap "Request Extension" if you'd like an extra day to launder the order. 

   

3. Once approved, you'll see the new delivery deadline confirmed, and your customer automatically receives a notification with the updated time and the reason for the change.

Top-rated Pros also send a quick personal message after that automated notice goes out. Customers appreciate hearing directly from their Pro, and it's a good chance to settle on a delivery time that works well for both of you.

Need to know: Extension requests must be submitted either before the pickup deadline has passed, or within an hour following the pickup deadline. After that window, the app will no longer allow you to process the extension, so it's best to pre-weigh and request as early as possible.

If the laundry is soaking wet when you go to pre-weigh it, let the Concierge team know before submitting your numbers.

Keeping Your Pre-Weigh Numbers Accurate

Most Pros never think twice about this part, because weighing consistently and accurately just becomes second nature. Customers notice when something doesn't add up, and accurate pre-weighing is part of what keeps their trust in the process. If a Pro enters a pre-weight above 100 lbs, but the order's final weight comes in under 100 lbs, that counts as an extension infraction.

Every infraction affects a Pro's internal rank and therefore how many new orders they're offered. Multiple infractions can significantly impact a Pro's ability to continue receiving orders on the platform, including a temporary block on new orders if an account review is triggered. The good news is this is easy to stay ahead of: Top-rated Pros simply weigh carefully every time, and it never becomes an issue.

Extra-Oversized Orders

Poplin generally provides one 24-hour extension per 100 lbs of laundry, granted one at a time. You'll still need to enter a pre-weight, and your first extension can be requested right in the app using the automated tool. If you need more time beyond that first 24 hours, reach out to Poplin Concierge and the team can help from there.

Oversized orders can be some of the most rewarding jobs on the platform. With accurate pre-weighing and clear communication, you've got everything you need to take them on with confidence. To learn more about extensions, check out All About Deadline Extensions.

FAQs

I didn't use the pre-weigh feature, but this order is over 100 lbs. Can I still get an extension?

No. Only orders with a valid pre-weight entered are eligible for an extension due to size.

The app says I'm ineligible for an extension for my bag discrepancy or oversized order. Why?

The in-app extension tool has its own deadline: you'll need to have picked up the order on time, properly documented either a significant bag discrepancy or a pre-weight over 100 lbs, and requested the extension before the deadline or within the hour following the pickup deadline. If that window has passed, reach out to Poplin Concierge directly for help.

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 [e-mail], and we'll be happy to walk you through next steps.