Standard Operating Procedure (Furniture Removal) | LoopDeco

1. How Jobs Come In

Customer will submit a request on our website for a pickup (video of a typical request is included below).
ALL JOBS will initially come through as FREE jobs.
Different Job Types
- Free jobs: we work with small resale businesses nationally. All jobs initially come through as a free pickup request. These items can be accepted for free by drivers who are interested in covering costs through resale. There is NO cost to the customer for free jobs.
- Paid jobs: if a pickup is not accepted for free within 2hrs, our customer success team will quote the customer a removal fee. If approved by the customer, the job will repopulate in the app with a fee showing. This will be the amount the job will pay after completion.
  - NOTE: if no fee is showing, the job is NOT a paid job and will not have a payout.
  - Example below of where the fee would be for paid jobs.

Open the app daily to check for available jobs. You will also receive push notifications every time a job becomes available in your area.
Review job details carefully before accepting (general location, number of items, size of items, etc.).

Sometimes jobs will be assigned directly to you by our customer success team. Our team will reach out, share the location of the job, and let you know the payout amount. If interested, our team will assign it to you on their end in the app.
Once assigned, you'll be able to view the job within the LoopDeco mobile app. It will be in your accepted jobs section.

Reach out promptly after accepting or being assigned a job to confirm pickup timing. Since this is a contract role, you can book the pickup around your availability. Communicating with the customer quickly after accepting the job will ensure the customer uses our service.
- After accepting a job, call the customer to introduce yourself and confirm the pickup time. After that, texting is fine for updates.
Always stay professional and polite.

Send a quick reminder to the customer the day before and morning of the pickup. This will create a better customer experience and ensure the customer is at home and ready for the pickup.
You should also let the customer know your ETA once you are headed their way.

Rescheduling: Let our dispatch team know if you or a customer needs to change the pickup date/time. We may need to reassign the job in the instance the customer has an urgent pickup.
Charging fees for free pickups: If you arrive for a free pickup and the item is not resellable, contact dispatch for a removal quote. If dispatch is unavailable, you may provide the quote directly. Always report when a customer does not qualify for free removal.
Charging fees for additional items: If you arrive for a pickup and the customer has additional items for removal that are not listed on the ???, contact dispatch for a revised removal quote. If dispatch is unavailable, you may provide the quote directly. Always report these additional items (and the quoted amount for them) so that we can revise the invoice and make sure you get paid for them.
- Note: DO NOT remove items that were not part of the original quote until the customer agrees to the revised amount. We will not be able to get them to agree if their furniture is already out of their home and on the way to a charity.
Cancellations: In the instance a customer needs to cancel a pickup, please notify our dispatch immediately. Our dispatch will remove the job from your assigned jobs.

Upon arrival, announce yourself clearly and professionally. Customers receive communication in advance from our team and from you and will know who to expect.

During removal, please ensure a path is cleared to avoid damage to a customer's home and belongings.
Load items safely and securely.
Mark the job as Completed in the app before leaving and attach photos of the removed items.

Donate: If items qualify, take them to local non-profits like Salvation Army, Habitat for Humanity, Goodwill, and Saint Vincent DePaul.
Resell: If items are in resellable condition, feel free to resell to others in your local community.
Dispose/Recycle: Take unqualified items to designated disposal/recycling sites. We understand disposal can be expensive. Please let our team know if a disposal fee is required BEFORE removing an item from a customer's home.

Every job must be tracked (donated, resold, recycled, or disposed). This is required by some of our retailer partners.
Update the app with the correct outcome right after completion.
- For items you intend to resell, please mark them with the intended resale price. After sale, please enter the amount the item sold for.
- For items your resell, LoopDeco will collect a percentage of the final sale AFTER resale.

Teams are paid every Tuesday and Friday. Payments will be issued via direct deposit through our partner GigSafe. Payments may show up on statements as "Stitch".

To start accepting jobs, download the LoopDeco app from the App Store or Google Play Store.

For any questions, issues with customers, or changes to jobs, contact our Dispatch Team at (972) 861-1217.