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General questions
Notification details
Payments
Marketplace fees, cancellations and refunds
Customer ratings and reviews
General questionsQ: Who is a Service Provider? A Service Provider is any individual or a company who has decided to participate in the Moving Help marketplace. All Service Providers have to be 18 or over to participate in this program. Q: Am I a GoMoveHelp employee? Is this a job? By electing to become a Service Provider, you are not signing up for a "job" and hence are not an "employee" of GoMoveHelp.com GoMoveHelp is a neutral venue and a marketplace for independent buyers and sellers of moving related services. The work is on-demand - that is, if a customer picks you, you have a "job". For more clarification, please read the Service Provider Agreement. Q: What are my hours? Moving Help is flexible - you determine the hours you want to work. You can specify your availability in the "Hours of Operation" section on your Service Provider profile. In general, the more flexible you are, the more business you will receive. Most customers need help on Fridays, Saturdays and Sundays. Q: What is the pay? Since you are in business for yourself, you get to determine your pay! The market rates for a service range anywhere between $15-$75 per hour per person based on experience, regional area, and level of service. You can charge different rates for different services on your Service Provider profile. Sometimes customers offer a tip after a good job - a tip you get to keep! Q: What is the minimum service time I will get paid for? GoMoveHelp customers must purchase a minimum of 2 hours of moving help service regardless of any Service Provider selected. This policy was established to ensure that you have the time to carefully complete your service. Q: What happens if the job takes more time than what customers have pre-paid? If your service takes more than the number of hours customers have paid for, it is up to you to work out a deal with your customer. Under the terms of the Service Provider Agreement, GoMoveHelp is entitled to collect marketplace fees on the additional services provided. Q: Why do you need my Social Security number? GoMoveHelp uses your Social Security number only to validate your identity. The number is not used to report tax information to any government agency. Notification detailsQ: Where do I show up for work? This is flexible. You determine the service areas you are willing to work within. You can specify this on your Service Provider profile. You are responsible for getting to and from from the customer's location. Q: How do I get notified when someone selects me for help? Log in to your Service Provider account HERE to check for new jobs. New requests will immediately appear in your account for you to view the details. You will have 24 hours from the time a job request is made to accept or decline it. Q: How do I accept or decline a job? You can accept or decline a job by clicking on a link in the email notification that is sent to you each time a customer requests a job. You can also accept or decline a job from your Service Provider account on http://www.GoMoveHelp.com/Signin.aspx. Q: What happens if I accept the job? What do I need to do? Once you accept the job, all the customer contact details are sent to you. Simultaneously, the customer receives all your contact details. At this point, contact the customer immediately to discuss details and schedule request. Be flexible. Moving dates and times vary depending on equipment pickup. Keep in mind that, when you accept a job, in effect, the customer has already pre-paid for the work. All you have to do is perform the work to get paid! Q: What happens if a customer does not return my email or call me back? Give them a reasonable amount of time and follow up again. Remind them that you are waiting to coordinate their move and leave them the best times to reach you. Keep in mind that once you accept a lead, the customer is given all your contact information. Should they need, they can always contact you. Q: What happens if I decline a job? Every decline is recorded against your Service Provider profile and is displayed to the customer. Keep in mind that customers are looking for reliable and available Moving Help. It is in your best interests not to decline too many jobs. Q: Can I charge a sales tax to the customer? Yes, if this is your policy. All your policies and procedures must be declared on your Service Provider profile so the customer has all the information prior to making a decision. PaymentsQ: How do I get paid? Service Providers can get paid in three ways - via PayPal, direct bank deposit or bank check by mail. All Service Providers are paid after the satisfactory completion of Moving Help services. In order to get paid, a Service Provider must obtain the payment code from a customer once service is completed. Follow these steps after you have a payment code:
Q: What is a payment code? A payment code is a code issued to the customer for every service he or she has pre-purchased from a Service Provider. Upon successful completion of your service, a customer will give you this payment code. Upon entering this code into our system, the Service Provider can now receive payment. Think of the payment code as a "key" that unlocks the funds used to pre-pay for the service. Q: What happens if a customer does not give me a payment code after service is performed? The Service Provider is responsible for receiving the payment code from the customer. Make sure you have the most current contact information for the customer. Contact the customer a couple of days after completion of the job to remind them you need the payment code. If the customer has lost the payment code inform them they can get it from their account on http://www.GoMoveHelp.com/login-PastOrders.aspx. Q: Is the money I earn taxable? Since you are not an employee or a contractor of GoMoveHelp, you will not receive a 1099 or any other material documenting your earnings from the Moving Help marketplace. Tax reporting is your sole responsibility. Q: What about tips? Tipping is not required but we encourage our customers to tip their Service Providers. In our experience, we have found that customers frequently tip a Service Provider for a job well done. Fees, cancellations and refundsQ: What is the marketplace fee? How much is it and how is it calculated? Moving Help charges a flat 15% marketplace fee when a transaction is completed. The marketplace fee is calculated as 15% of the total amount charged to the customer's credit card and is deducted from the amount paid to the Service Provider. For example, let's say you charge $20 an hour:
Q: Can a customer cancel a Moving Help reservation? Yes. You will be informed when a customer cancellation takes place. Customers can cancel a reservation by logging on to our Web site. Moving Help is working on ways to fairly compensate you if the customer cancels their reservation after you have committed to a service request. We will let you know once we have worked out the details in this area. Q: What if a customer calls or emails me to cancel? Inform the customer to submit their cancellation to GoMoveHelp. The customer can submit their cancellation by logging on to our Web site. Q: What if I have to cancel a scheduled Moving Help job? You can cancel your job by sending an email to cancellations@GoMoveHelp.com. All cancellations are subject to a cancellation fee of $25. Q: Can a customer make changes to a Moving Help reservation? Yes. A customer can make changes to their reservation after you have accepted their request by contacting you directly and working out the details. Customer ratings and reviewsQ: What are customer ratings and reviews? Every customer who has completed a Moving Help transaction receives an evaluation form. Customers rate Service Providers on various criteria that include reliability and customer service. Their rating and comments are posted on your Service Provider profile. Q: Who can review and rate a Service Provider? Only customers who have completed a transaction with Moving Help will be able to review and rate a Service Provider. These customers can review and rate only the Service Provider that they have placed an order with. Q: Will I be able to respond to customer comments on my Service Provider profile? Yes. A Service Provider is given 30 days to respond to customer comments. Q: How are my ratings calculated? Your rating is the simple average of the reviews received on your last 10 jobs. If you have completed less than 10 jobs, then your rating is the average of the reviews on all your jobs. Q: What determines the order of display of Service Providers? Your calculated performance rating displayed determines the order of display of the Service Providers. The provider with the highest performance rating is displayed first, followed by the second highest, and so on. If two Service Providers have the same exact rating score, the Service Provider with the higher number of completed jobs is displayed first. |
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