What If There Are More Bags Than Expected?

Most orders match the bag count the customer entered when they placed them. Every now and then, though, you'll arrive for pickup and discover there's a lot more laundry waiting than you expected.

That can throw off your plans. You accepted the order based on the information available at the time, including the stated bag count and estimated earnings. When an order turns out to be significantly larger, it may require more time than you planned for.

The good news? You decide what happens next.

First, Is There A Significant Discrepancy?

There are 2 places in the app where you can see how many bags the customer listed when they place their order:

• Order Contract (before accepting the order)

• Active Order Card (after accepting, in your Active Orders list)

Many experienced Laundry Pros make a quick mental note of the customer's stated bag count before heading to pickup. That way, it's easy to spot if the order is significantly larger when they arrive.

This policy is intended for significant discrepancies—generally when the order is about twice the size listed on your order contract, with at least two additional bags.

For example, an order listed as 3 bags that turns out to be 6 would qualify. An order listed as 5 bags that turns out to be 6 would not.

If you're ever unsure whether an order qualifies, Concierge is happy to help.

If There Is, You Have Three Options

If the bag count is significantly higher than what was listed on your order contract, you decide how you'd like to proceed.

1. Continue with the Order

If the larger order still works for your schedule, you can continue servicing it as planned. Because estimated earnings are based in part on the information the customer provided when placing the order, a significantly larger order may also result in higher final earnings than originally estimated.

2. Take an Extra Day (If You Want One)

If you'd like additional time to complete an order that's much larger at pickup than stated on the order contract, you're eligible for a 24-hour Bag Discrepancy Extension. The app will automatically offer this extension when it detects a qualifying difference between the customer's listed bag count and the number of bags you confirm at pickup.

For step-by-step instructions—including how to use the Extension Request tool, the 9:00 PM deadline, and what to do if the extension doesn't appear—see Using the Bag Discrepancy Extension below.

3. Decide the Order No Longer Works for You

If the order is significantly larger than what you agreed to service and you'd prefer not to continue, contact Concierge. We'll remove you from the order so it can become available for another Laundry Pro to accept.

Because the order was significantly different from what was originally offered, you won't be penalized for deciding not to continue. If you choose this option, the order simply becomes available for another Laundry Pro to accept. Since you are choosing not to service the order, there isn't compensation for the trip to pickup.

Helpful Extras

Using the Bag Discrepancy Extension

When you confirm the number of bags during pickup, the app compares the bag count entered by the customer with the number of bags you record.

If the discrepancy qualifies, the app automatically makes a 24-hour deadline extension available.

To use it:

• Open your app and navigate to the Launder screen for the order.

• Tap the Extension Request tool (next to the order's delivery deadline at the top of the screen).

  

• Submit the request before 9:00 PM on the day of pickup.

Once accepted, the app automatically updates the delivery deadline and notifies the customer. Even so, it's always a good idea to send a quick personal message so they know what to expect.

 

Orders with a Delivery Window

Orders with specific Delivery Windows are a little different — right now, the automatic Bag Discrepancy Extension doesn't appear for these orders, even when they qualify. We're working on making this process automatic in a future app update; until then, we're happy to help!

If you'd like to continue servicing the order, but still want a deadline extension, simply contact Concierge by 9 PM the day of pickup. We'll walk you through what needs to happen so you can have the extra time without incurring any sort of delivery metrics penalty. 

This issue also affects oversized orders (over 100 lbs) and the extension request tool. 

 

Need to Correct Your Bag Count?

Entered the wrong number of bags during pickup? Don't worry—you may still be able to fix it.

If you haven't yet tapped "Pickup Complete", simply return to Step 6 of the pickup process and update the bag count before moving into the Wash Stage. You can tap on the step and it will reopen. 

Already completed pickup? Reach out to Concierge. We'll review the situation with you and help make any necessary adjustments.

 

Pro Tips!

Give Your Customer a Personal Heads-Up

Many experienced Laundry Pros send a quick message whenever they notice a significant bag discrepancy.

The app automatically notifies the customer if you request a Bag Discrepancy Extension, but a personal message helps set expectations and keeps everyone on the same page.

Something as simple as this works well:

"Hi Sarah! Your order was listed as 3 bags, but I found 6 at pickup. I'm happy to take care of everything! Poplin grants a 24-hour delivery extension for these scenarios, so the app will show a new delivery deadline for your order."

A Good Pickup Photo Can Protect You

One habit top Laundry Pros have in common is taking clear pickup photos—especially when an order is much larger than expected.

The app records the bag count you enter, and a strong pickup photo helps document what was actually collected if questions come up later.

Still have questions? Check out All About Deadline Extensions to learn more about how Poplin can help if you need to adjust a deadline. Or, feel free to use the in-app Help Chat to contact Concierge!