Express Order Over 60 lbs? Here's What to Do

Once a Pro reaches Bronze badge status, Express orders become available, and they're a great way to earn more: Express orders earn double the Standard rate per pound. 

To protect the quick turnaround time of Express Service, customers are guided to keep orders under 60 pounds and exclude hang-dry requests. Most customers stick to these guidelines, but every so often an order comes in heavier than expected.

Your Options

If you find yourself with an Express order over 60 lbs, here's what you can do:

1. Keep the order as Express.

You'e always welcome to complete the full order under the original Express deadlines and retain your double-pay rate. Many Pros view these larger Express orders as an excellent payday and a rewarding challenge, especially if they have the machine capacity and time to move quickly.

2. Convert the order to Standard.

Reach out to Poplin Concierge through the in-app Help Chat or at [e-mail] to have the order switched to Standard Service. This updates the deadlines, pricing, and your pay to match Standard Service, and your customer will be notified of the change.

3. Request to be removed from the order.

If you arrive at pickup to find that the order is clearly over 60 pounds, and doesn't align with your schedule or capacity, you always have the right to discontinue service. As long as you're still at the customer’s location and haven't left with the laundry, simply reach out to Poplin Concierge to share what's going on and request to be removed. We'll document the discrepancy, and the order will be made available to another Pro on the platform. There's no penalty or impact to your internal rank if you decline service on a misrepresented order. 

• Note: Because declining to continue service does not qualify for a payout, most Laundry Pros prefer options 1 or 2 to ensure they are compensated for their time.

 

What Happens to Pay and Deadlines

Your earnings and the order's deadlines depend entirely on the path you choose to take:

• If you keep the Express deadlines: You maintain the double-earnings rate offered by Express Service.

• If you convert to Standard: Your earnings, the customer's pricing, and the order's deadlines all shift to match the Standard Service tier.

Pro Tip! Customers appreciate a fast, clear update either way, so top-rated Pros make this call quickly rather than leaving the customer wondering.

 

If a Customer's Payment Declines

If you complete the order on time but then run into a declined customer payment before delivery, that's a separate situation with its own process built to protect you. Check out How to Handle Declined Customer Payments for the full details.