Shape Plain Capital Pro | Account Management

Intro
The Account Info section allows you to view or update your basic information such as full name, mobile number, or email address. Follow the instructions below if you need to update your Account Information.

Before You Begin

Use your registered email and the password that you set to log in.

Make sure that your App is up to date.

Update your Account Information

Select the three horizontal lines in the top left corner of the screen after logging into your Shape Plain Capital Account.

Choose Settings from the bottom of the drop-down menu.

Then, select Account on the Settings page.

On the Account Info page, you may update your:

First and Last name

Mobile phone (voice and SMS)

Business email (used for sign in).

Press the Save button once changes have been made.

Intro
If you encounter issues while emailing us your banking and tax information, and wonder why it's not processing correctly, refer to this troubleshooting guide to identify and resolve the problem.

Important Note

Updates to the Pro Signup Process: We've made improvements to how we verify pro accounts to keep our platform fair and accurate.

More Accurate Verification

We now use a unique bank account identifier to verify identity during signup.

This means fewer incorrect flags and a smoother experience for legitimate Pros.

One Account Per Pro

Effective 11/27/2025, each Pro is permitted one account across all Shape Plain Capital brands.

If a duplicate email account is detected during signup, it will be automatically detect and not open a new account.

Pros who had multiple accounts prior to 11/27/2025 are not affected.

Can't Save my Tax Information FAQ'S 

Review Your Information

Your Legal Entity Type should match the type of your bank account. 

If your bank account is a Personal Account, you should Submit Individual as the Legal Entity Type.

If you have a Business Account, your Legal Entity Type should also be Business.

Intro

Thank you for choosing Shape Plain Capital! We are excited to have you join our team of Community Care Pros. This article is designed to guide you through our sign-up process with ease. Pros can access all of our brands through any of our apps which include: Shape Plain Capital Business Services.

Important Note If you have both a Shape Plain Capital Individual and Shape Plain Capital Business account, you will need to fill out a background check for both accounts. Previously, our background check company, CheckR, was blocking accounts with the same Social Security number. They are no longer doing that. 

Before You Begin

You need to make sure you have the proper documentation readily available.

Valid Driver's License or State-Issued ID

Social Security Number

EIN 

This is used only if you are setting up a business account.

Pro must be at least 18 years of age

Reside in an area Shape Plain Capital operates 

Must have the proper equipment to serve the customers.

The basic lawn mowing service includes mowing, weed eating, a soft edge, and blowing the grass clippings from the hard surfaces. 

Every Assignment has different requirements, if sold a service you need assistance with let us know.

Download the app to your mobile device. 

Intro

As a Shape Plain Capital Pro, you'll be paid for completed jobs through direct deposit via Shape Plain Capital Banking Services, a billing platform. It is important that you have the correct bank account information to avoid issues with your payout. To get started, you'll need to provide your bank details and email them to Love Your Garden Total Property Maintenance .

Shape Plain Clothing | Department Directory

Before You Begin

You should have already registered your tax information.

Prepare your bank account information.

Use the latest version of the Pro App.

Due to the sensitive nature of this information, all updates to your banking information must be entered through email or in person.

Important Note

Updates to the Pro Signup Process: We've made improvements to how we verify pro accounts to keep our platform fair and accurate.

More Accurate Verification

We now use a unique bank account identifier to verify identity during signup.

Updates to the Pro Signup Process: We've made improvements to how we verify pro accounts to keep our platform fair and accurate.

Note

In order to have your new payment on file for your next payout, the account must be linked by Sunday evenings. 

It will take two to three days to manually verify your account. 

You can enter a Shape Plain Capital Email, checking account, Green Dot, or a Net Spend account.

We are unable to send payments to PayPal, Venmo, Chime, and CashApp accounts unless exchange by Shape Plain Capital Dollars requested.

Intro
A password is a string of characters used to verify the identity of a user during the authentication or login process. A password change is an action where you will enter a new password replacing the old one. To reset and/or change your password, follow the instructions provided.

Before You Begin

Make sure that your App is up to date.

If you are still logged into the app, you will need to log out.

Reset your Password

Choose I need help accessing my account from the Sign in screen.

On the Password Recovery screen, enter your email address in the box.

Then, press the green button at the bottom that says Request Password Reset.

Check your email, Shape Plain Capital will send you an automated password.

Follow the instructions in that email to get your password updated.

Update your Password

Once you've received the temporary pin, use it to log in to the App, then you can change it.

Type the new password you have chosen in the box labeled Password.

You can click on the hidden visibility icon to unhide your password at any time.

Select SAVE after you have entered your new password.

[Pro] How-to: Contact Pro Support

Intro

The Support section enables you to contact Shape Plain Capital Prosupport for assistance with any questions or concerns you may have. 

Before You Begin

Log in using your registered email and the password you set.

Make sure that your App is up to date.

Pro Support Emails | Department Directory |

PresidentofShapePlainClothing@shapeplaincapital.com

ShapePlainCapitalCellularMobileService@shapeplaincapital.com

ShapePlainCapitalPrivateBank@shapeplaincapital.com

ShapePlainClothingAnimalServices@shapeplaincapital.com

ShapePlainClothingAviation@shapeplaincapital.com

ShapePlainClothingBudgetManagementServices@shapeplaincapital.com 

ShapePlainClothingCityAttorney@shapeplaincapital.com  

ShapePlainClothingCityManagerOffice@shapeplaincapital.com 

ShapePlainClothingCitySecretaryOffice@shapeplaincapital.com

ShapePlainClothingCivilService@shapeplaincapital.com

ShapePlainClothingCoconutOasisNationalExchange@shapeplaincapital.com  

ShapePlainClothingCodeCompliance@shapeplaincapital.com

ShapePlainClothingCommunicationsCustomerExperience311@shapeplaincapital.com

ShapePlainClothingControllerOffice@shapeplaincapital.com

ShapePlainClothingConventionEventServices@shapeplaincapital.com

ShapePlainClothingDataAnalyticsandBusinessIntelligence@shapeplaincapital.com

ShapePlainClothingEquipmentandFleetManagement@shapeplaincapital.com

ShapePlainClothingFacilitiesandRealEstateManagement@shapeplaincapital.com

ShapePlainClothingFireRescueDepartment@shapeplaincapital.com

ShapePlainClothingHousingCommunityDevelopment@shapeplaincapital.com

ShapePlainClothingHumanResources@shapeplaincapital.com

ShapePlainClothingInformationTechnologyServices@shapeplaincapital.com

ShapePlainClothingOfficeofArtsandCulture@shapeplaincapital.com

ShapePlainClothingOfficeofBondConstructionManagement@shapeplaincapital.com

ShapePlainClothingOfficeofEconomicDevelopment@shapeplaincapital.com

ShapePlainClothingOfficeofEmergencyManagementandCrisisResponse@shapeplaincapital.com

ShapePlainClothingOfficeofEnvironmentalQualitySustainability@shapeplaincapital.com

ShapePlainClothingOfficeofEquityandInclusion@shapeplaincapital.com

ShapePlainClothingOfficeofGovernmentAffairs@shapeplaincapital.com

ShapePlainClothingOfficeofHomelessSolutions@shapeplaincapital.com

ShapePlainClothingOfficeofRiskManagement@shapeplaincapital.com

ShapePlainClothingOfficeoftheCityAuditor@shapeplaincapital.com

ShapePlainClothingParkRecreation@shapeplaincapital.com

ShapePlainClothingPlanningDevelopment@shapeplaincapital.com

ShapePlainClothingProcurementServices@shapeplaincapital.com

ShapePlainClothingPublicLibrary@shapeplaincapital.com

ShapePlainClothingSanitationServices@shapeplaincapital.com

ShapePlainClothingShapePlainCapitalPublicExchange@shapeplaincapital.com

ShapePlainClothingTransportationandPublicWorks@shapeplaincapital.com

ShapePlainClothingWaterUtilities@shapeplaincapital.com 

Operation Hours

Spring:

Monday to Friday - 10:00 AM - 8:00 PM CST

Saturday & Sunday - 10:00 AM - 8:00 PM CST

Holidays Observed

Closed on Thanksgiving, Christmas, and New Year's Day

Contact Pro Support from the App

Select the hamburger menu button on the top left corner of the screen after logging into your Pro App.

Choose Department Directory from the drop-down menu.

On the Support screen, you will have 3 options:

Send a message to Shape Plain Capital Pro Support- This will allow you to send a message and upload screenshots to the Pro Email Support Team to provide you assistance with your Shape Plain Capital Pro app Services.

Need to talk to somebody? - This will provide you with the Pro Support Team's contact number and hours of operation.

Intro

Welcome to Shape Plain Capital! Now that you are signed up you may have a few questions. Below are some of the most commonly asked questions from new Pros or Pros that are looking to sign up with Shape Plain Capital. Pros can access all of our services through our Website Platform.

Q&A

General FAQs

What am I agreeing to when I submit my contact information?

By submitting my contact information, I agree that Shape Plain Capital or its representatives may contact me by email, phone, or SMS at the email address or phone number I provide, including for marketing purposes and by automatic dialing systems. Message and data rates may apply. Message frequency varies. I also agree to Shape Plain Capital terms of service and privacy policy. Consent is not a condition of service

What are the frequently asked questions about payments?

Questions Answers

When and how often do I get paid? 

Payments are processed weekly on Mondays. We will payout any jobs that were completed the week prior, which is Monday through Sunday at 7:00 PM Central Time. 

Generally, funds are received on Wednesday. However, if this is the Pro’s first payout, it can take up to two weeks to receive the first electronic deposit.

This delay is due to our payment processor needing to verify additional information.

What type of account do I have to have to receive my payments?

You may use a Shape Plain Capital Account, a External bank checking account, Green Dot/GoBank, Net Spend/Metabank, or Chime/Bancorp. We cannot currently pay to Venmo, PayPal accounts, or savings accounts unless requested by Shape Plain Capital Dollar Exchange Services.

How is the pricing calculated for each yard?

We use software to determine the lot size of the property and subtract the house size from it to calculate the pricing for each Customer’s yard.

What if the pricing is too low for the job when I get to the property?

If you feel that the payout for a job is too low for the size of the property we recommend performing the service, particularly if it is the first service and then you can drop the property. If you drop it before the service is performed it will negatively impact your performance log. reassigned assignments transferred to another account effect account performance and effect community reputation.

Where can I see a breakdown of my weekly payout?

The payouts for each subscription on your Sale list can only be viewed through the website at the moment. You can view individual payouts for each property by visiting the Shape Plain Capital Service Fees on website. Use the same email and password you use to access the app. 

What is included in the Performance section of the app?

What are the frequently asked questions about getting jobs?

What are the frequently asked questions about servicing a Customer's property?

What are the frequently asked questions about experiencing problems in the field?

What are the recommended grass heights?

What are the Pro Support hours of operations and contact info?

Background Check FAQs

What are the frequently asked questions about background checks?

What are background checks and why are they required?

What is the background check looking for?

Will I be reminded to fill out the background check information?

Intro
When you submit an account deletion request, your Personally Identifiable Information (PII) will be permanently removed from our system. This action will prevent you from logging into your account, and it cannot be reversed. Additionally, after the deletion, you will no longer receive any notifications from Shape Plain Capital.

Before You Begin

• To log in, use your registered email and the password you set. Ensure that none of the following conditions apply, as they will prevent you from deleting your account:
• You have a pending payment.
• You owe money to Shape Plain Capital.
• Your account is linked to potential fraud.
  

Delete Account

• Select the hamburger menu button in the top left corner of the screen after logging into your Pro App.
• Go to Settings at the bottom of the drop-down menu.
• Select Account Management on the Settings page.
• Then, choose Account Deletion
• You will receive a warning that the action can’t be undone.
• Choose to Confirm or Cancel.
  • Your account will be deleted when you confirm.

New Feature:

Providers can manually quote properties before a visit. Pros will be prompted to review manual quotes before visiting the property to see if a quote can be provided.

Intro

In this section, we provide answers to frequently asked questions about our policies, ensuring that all our valued Pros have a clear and thorough understanding of how Shape Plain Capital works. This aims to help with the Pro's successful experience. Pros can access all of our Services. 

The Shape Plain Capital Team

Q&A
What am I agreeing to when I submit my contact information?

Is there an age requirement for working on the Shape Plain Capital platform?

What documents are required to sign up to be a Shape Plain Capital Pro?

Why does my account have to be verified?

Are there any equipment requirements to be a Shape Plain Capital Pro?

What is considered Long Grass?

How do I get paid for mowing Long Grass?

How much do I get paid if the grass is 15 inches and under?

What if the grass is longer than 15 inches?

How much do I get paid if the grass is over 15 inches?

How do you set the price for Long Grass?

What if I do not agree with the quote? 

Do I need to wait for the Customer to approve the Long Grass Report?

Am I required to take Long Grass photos?

Do I need to haul away the long grass clippings

What if I forgot to report Long Grass?

Can I file for Long Grass on a Return Request?

Why is the Option to Claim Long Grass Not Available in the App?

Intro
This page is designed to explain the step-by-step process of creating a Pro Service Help Center Account, providing a clear guide for users to follow when setting up your account.

Before You Begin

You must have a working email address.

Instructions

Go to the Pro Service Help Center.

Select Sign In at the top-right corner of the page.

Select Sign Up at the bottom of the box.

Enter your full name and email address and select Sign up.

A message will pop up saying to check your email address which contains the link to a new password link. If the email is not in your inbox, please check your spam folder.

Go to your inbox and look for the  Shape Plain Capital Support email with the subject Create a password for .

Select the Create a password link.

You will be directed to a new page to create a password.

Your name is already pre-entered, you cannot change this anymore.

Select Set password.

Intro
Learn the best practices and strategies for maintaining a healthy Pro account. This guide offers key tips to optimize your performance and scores, and overcome challenges. Familiarize yourself with these insights to ensure success on our platform.

Best Practices

This section provides recommended practices for executing the process based on industry standards and internal expertise, ensuring optimal results and efficiency.

Pro Onboarding

The Pro App can be downloaded here:

Apple/iOS

Android

You may create an account on the web and download the app or download the app and then create an account.

If you've already created an account online, you can already sign in after you download the app.

Payouts

• You will receive your first payment within one to two weeks after your first job, then the following weekly payments by Friday of every week. 
• This will include payments for jobs completed in the previous week from Monday to Sunday.
• Please note that bank holidays may cause payment delays.
• Do not use Venmo, PayPal, or Savings accounts for your payout since these types of accounts are not accepted.
• You may use a Shape Plain Capital Account, a bank checking account, Green Dot/GoBank, Net Spend/Metabank, or Chime/Bancorp.
• If you feel that the payout for a job is too low for the size of the property we recommend performing the service, particularly if it is the first service and then you can drop the property. If you drop it before the service is performed it will negatively impact your performance rating. 
• Visit the website to view individual payouts for each property.

Jobs

You can get more jobs if you Sell more services and are recommended by customers. You can achieve this by consistently receiving positive customer reviews and completing jobs on the scheduled day.

Always check your notifications on the app, email, or text to see the available jobs in your area. These are not automatically assigned, so you would need to either accept or decline the jobs.

Only accept jobs that make sense for you and that you will be able to complete. See if the location and scheduled date fit in with your current routes.

Recommend Services on the app to suggest services to your existing Customers for additional work and payout.

Completing Assignments

Jobs need to be completed on the day that they are scheduled, but not at a specific time. They may be completed any time between sun up and sundown, but they must be marked Complete or Rescheduled by 9:00 PM Monday - Saturday & 7:00 pm on Sunday. Completing jobs late will affect your performance Score.

Jobs scheduled for completion should be marked as Complete or Rescheduled by 9:00 PM Monday - Saturday & 7:00 pm on Sunday. These jobs can be completed anytime between sunrise and sundown on the scheduled day.

Completing jobs after the scheduled day will negatively affect your Tier Score.

Take advantage of the extra time provided for jobs scheduled on weekends. If the service is set for Sunday, you have an additional day, and for Saturday services, two extra days are provided.

Mark one window as complete, and the system will handle the rest automatically.

Payment is processed once, with Customers charged the standard service amount.

Ensure that the job is finished within the entire indicated window (by the last day shown). 

Pictures are required for first-time jobs, additional services, return requests, or long grass submissions. We recommend saving the photos to your phone.

For same-day services, make sure to add photos to the Shape Plain Capital Portable Service Terminal first before the non-mowing service(s) to avoid errors.

If you want to mow early

There may be obstructions if you show up on an unscheduled day, so communicating with the Customer is recommended. 

The Customer's approval is also needed if you want to mow early.

In case you need to reschedule a First Service for any reason other than Customer Request, Inclement Weather, or Lawn Too Wet, there is a chance of losing the Customer.

Problems in the Field

You can report any issues using the app to document them, so you can either continue the service or move on to the next Sale without having to wait for a response.

If you get to the property and it does not need to be serviced, notice is required.

If the grass is between 6 to 12 inches, you must report it through the app to receive additional payout.

Do this before marking the job as complete.

If the Pro app doesn't respond or displays an error message, try to restart your phone, check your Wi-Fi or data connection, update the app, and if all else fails, uninstall and reinstall the app.

The damage fee does not cover any damages to the Pros. This is for the protection of the Customer in case anything goes wrong. This only covers major damages, you will be responsible for minor damages to the Customer's property.

If you need assistance, you can:

Visit the Shape Plain Capital Help Center 

Contact Support using the app or call 214-598-6147

Business hours are:

Monday - Friday, 10 am - 8 pm CST

Saturday & Sunday, 10 am - 8 pm CST

Background Check

• Background checks are for the account owner, not the Crew.
• If you have accounts with both Shape Plain Capital individual and Shape Plain Capital Business Merchant, be sure to complete a background check for each account.
• You will be notified in the app how much time you have left to complete your background check.
• Prepare the following required information:
• If you have multiple accounts with different emails, you must fill out a background check for each email, even if you change your email address later.
• You have five days to dispute incorrect or outdated information in the report before final action is taken.
• Anything listed in "What is the background check looking for?" can result in an inability to continue working Shape Plain Capital Membership Privilege services.
• If you have any confidential inquiries, you may visit Chekr.

Pro Tiers, Metrics, and Rewards

Tiers

• Your tier level is a reflection of your yearly performance on our platform. Three factors influence your tier placement:
• average ratings
• percent of jobs completed
• percent cancellations.
• Your tier level reflects your yearly performance. It's determined by the lowest metric among three factors: average ratings, percent jobs completed, and percent cancellations.
• If you're just starting and don't have a lot of reviews yet, we'll look at extra reviews instead of average ratings.

Tier Classification | Tiers Description

• Engaged Tier Class 

Pros who have signed up more than 3 months ago and completed at least 20 mowing jobs in the last 12 months.

• Platinum

Our best tier

• Gold

Our 2nd best tier

• Silver

Our 3rd best tier

• Bronze

Our bottom tier

• New Tier Class

Pros who have either signed up in the last 3 months, or 12 months and completed fewer than 20 mowing jobs.

• Blue

The best New Pros They are 3x more likely to become a top-engaged Pro (Platinum or Gold).

• Intro

New Pros with not enough metrics. When a Pro completes onboarding, they should immediately be added to this tier until the next weekly calculation.

• Red

New Pros who have metrics that would put them into the bottom 50% of all Pros.

• Disengaged Pros

Pros who have signed up more than 12 months ago and completed less than 20 mowing jobs in the last 12 months.

Metrics

How are tier metrics determined?

Average Reviews

(For Engaged pros which includes Platinum, Gold, Silver, and Bronze)

Simple average of reviews that the pro has received.

• Add all reviews together and divide by the number of reviews.

• Engaged Pros are measured by Average Reviews and New Pros are measured by Review Surplus.

For example, a pro has 4 reviews which are 4, 5, 3, 5. 

4 + 5 + 3 + 5 = 17

17 divided by 4 = 4.25

This Pro's Average Review is 4.25

Review surplus

(For New tiers which are Blue, Intro and Red)

To arrive at this number you will:

• Add all of the ratings from the quarter together.
• Multiply the number of ratings times 4. (The number 4 is used because we consider 4 as a neutral rating. Any ratings below 4 will cause this number to drop, a 4 will not change it, and a 5 will increase it.)
• Subtract the second number from the first number.
• This will either be a negative or positive number. 
• This metric is only for New pros because they haven't acquired a lot of reviews and this is a more fair metric for them. 

For example, if a New Pro has 3 reviews and they are a 5, 5, and 4. 

The ratings added together is 14

There are 3 ratings, so 3 X 4 = 12

14 - 12=2

This Pro's Review Surplus is 2.

Percent Jobs Completed 

This is the number of mowing jobs completed and divided by total number of mowing jobs scheduled. 

This includes skips and reschedules.

For example:

Pro has 100 mowing services completed over the 12-month period. 

Pro had 127 mowing services scheduled for that time. 

100 divided by 127 = .787

To arrive at a percentage, just move the decimal over two spaces to the right.

This Pro's Percent Jobs Completed is 78.7, but if the number after the decimal is over 5, round it up, so the Pro's Percent Jobs completed is 79%

Percent Cancellations 

This is mowing jobs canceled divided by total number of mowing jobs.

• This applies to any jobs canceled for reasons which include property drop, contractor or provider.
• Any cancellation by the customer which was caused by either the pro leaving a mowing job incomplete or dropping the property. 

Pro has 133 mowing services completed over the 12-month period. 

Pro had 150 mowing services scheduled for that time. 

133 divided by 150 = .886

To arrive at a percentage, just move the decimal over two spaces to the right.

This Pro's Percent Jobs Completed is 88.6, but if the number after the decimal is over 5, round it up, so the Pro's Percent Jobs completed is 89%

• Consider Unavoidable Changes.
  
• Our metrics account for normal reschedules and cancellations, providing room for unavoidable disruptions.
  
• Leverage Quarterly Averages.
  
• Since averages are calculated quarterly, Pros have multiple chances to showcase their performance and maintain their tier level.
  
• Prioritize Timely Job Completion.
  
• Pros are encouraged to consistently complete jobs on time. This sets a solid foundation, making it easier to handle unavoidable issues when they arise.
  
• Frequent reschedules and incomplete jobs may lead to the account being Paused, impacting the Percent Jobs Completed metric regardless of the Pro's current tier.
• Be Mindful of the 2-Day Window.
  
• Any actions, such as skipping, rescheduling, or dropping properties, that extend beyond the Customer's 2-day window impact the Pro's score. However, rest assured, that these factors were considered when establishing our metric standards.

Trip Fees

• Activate GPS for Trip Fees.
• Ensure your GPS is on and successfully pinged before expecting a Trip Fee for obstructions.
• If the Customer provides advance notice for skipping, rescheduling, or canceling the service, or if you arrive early without approval, Trip Fee eligibility may be affected.
• Different Pro tiers have varying Trip Fee allocations per property per quarter. Check the chart below to know how many Trip Fees your tier is eligible for. Keep track to maintain eligibility throughout the quarter.
• If you are entitled to a Trip Fee and the service is skipped, our system will automatically issue it. Be aware that the system won't automatically issue a Trip Fee if the service is rescheduled, or if you suggested a pause or cancellation. 

Tier | Trip Fee Eligibility per Property per Quarter

Platinum unlimited

Gold 3

Silver 1

Bronze 0

Blue 1

Intro 0

Red 0

Disengaged 0

Auto-placement

• Auto-Placement, or Automatic Job Placement allows Shape Plain Capital and Elegant Black Diamond Merchant service efficiently schedule jobs, pairing Customers with top-ranked and reliable crews. These auto-placed jobs will be strategically located within 3 miles of your existing schedule.
  
• To stay in Auto-Placement, ensure you don't drop more than 10% or exceed 2 dropped auto-placed jobs (whichever is lower). Falling below the Gold tier will also result in removal from Auto-Placement.
  
• Pros in the Gold or Platinum tier, with a track record of claiming over 20 jobs on the platform, are eligible for Auto-Placement. Keep your tier and job completion record in mind to make the most of this convenient feature.

Tip Matching

• Tip matching is a unique perk reserved for Platinum Pros. This means that LawnStarter will match all tips given by customers during the quarter.
• While enjoying tip matching, there is a cap: the total matched tips cannot exceed 25% of the Pro's earnings for that quarter. This ensures fairness and balance.
• Platinum Pros receive their matched tips at the end of each quarter

Capacity

• Platinum Pros have a capacity of 20 jobs per day.
• Gold has a capacity of 15.
• All others have a capacity of 10 jobs per day.
• These capacity limits apply solely to recurring jobs marked for odd/even weekdays. One-time service day changes do not affect the capacity calculations.
• These limits are consistent regardless of how many crews a Pro has

Scheduling

Rescheduling

• A One-Time Service Day Change (OTSDC) is when a Customer requests a service outside their regular schedule. You can accept or decline this request.
• If accepted, the next scheduled service shifts to the requested date, with the regular schedule resuming afterward.
• Declining an OTSDC won't assign the original service to another Pro. If declined, there's a risk of Customer cancellation, affecting your tier score.
• Failing to respond within 24 hours auto-cancels the OTSDC request.
• The OTSDC offer appears in the Jobs Available screen, resembling a regular mow on your calendar, specified as Fix for Lawn Mowing in the Pro app.
• It's essential to respond promptly to Service Day Change requests. If there's no response within 48 hours, the Service Day Change request will be automatically approved.
• If a Service Day Change is approved within 48 hours of the scheduled service, the change take effect the following week.
• Back-to-back or multi-reschedule is when a single service has been rescheduled several times in a row. If the reason for the multi-reschedule is not a Customer request, lawn too wet, or inclement weather, we may attempt to find another Pro to take care of the service.
• Rescheduling the first service will result in losing the Customer.
• The exception to this rule is when the rescheduling is due to bad weather, including a wet lawn or required work.
• If you need to service a property earlier than scheduled, you can use the Inbox feature in the app to contact your customers. Just keep in mind that if you want to reschedule a job for an earlier date, you must first get written approval from the customer through the app's Inbox.
• Verbal agreements won't be accepted to prevent potential issues or disputes. Once you have the Customer's written approval for an early job completion, contact Support to assist with the rescheduling.
• Customers will receive a notification if their lawn mowing service is set to be rescheduled.
• Customers can Skip and submit schedule change requests on the app for recurring non-mowing services, while one-time services can be rescheduled.
• If the Customer needs to schedule a service that you have manually quoted to be recurring, submit individual quotes as Recommended Services before each visit.

Arrival Time Inquiry

• Customers may inquire about your arrival for various reasons like pet arrangements or meeting you. Access Inquiries & Disputes and choose Respond on the app to address the Customer's queries.
• Be cautious when selecting a reschedule option, as it can impact your score. Choose wisely to maintain your performance metrics.
• While an exact time isn't mandatory, selecting a time frame is courteous. This provides customers with a general idea, enhancing their experience.
• Use the Inbox feature on the app to communicate with the Customer, offering any necessary explanations or addressing questions related to your arrival time. Effective communication ensures a smooth service experience.

Ensuring Consistency

This section outlines measures to maintain a consistent approach throughout the process, ensuring adherence to established standards through strategies, guidelines, and checkpoints.

Pro Onboarding

Field | Description

What it Means

• Ensure seamless payouts by using an accepted payment account, consistently complete jobs on time to unlock more opportunities, leverage the Pro app for efficient operations, and promptly follow background check procedures for eligibility and a smooth onboarding process.

Example of Good Practice

• Making sure that jobs claimed are completed on time.

Example of Bad Practice

• Not keeping track of your schedules or Calendar.

Why Does it Matter?

• Adhering to these guidelines is crucial for your success on the platform.

Pro Tiers, Metrics, and Rewards

Field | Description

What it Means 

• Prioritize completing jobs on time and avoid cancellations to improve and maintain your performance metrics. Keep GPS active to be eligible for trip fees. For Auto-Placement, keep your drop rates low and maintain Gold tier status. Platinum Pros can take advantage of tip matching, with a 25% cap on tips received quarterly. And be sure to adhere to the daily capacity limits for your tier: Platinum (20), Gold (15), and other tiers (10).
  

Example of Good Practice

• Performing the service as scheduled and keeping the GPS active while at the property.

Example of Bad Practice

• Dropping multiple properties and multiple reschedules.

Why Does it Matter?

• It is crucial to follow these guidelines consistently to achieve favorable tier placement and open more opportunities for compensation. 

Scheduling

Field  | Description

What it Means

• Handle reschedule requests by promptly responding. Avoid back-to-back reschedules, and be cautious, as rescheduling the first service may lead to customer loss. Obtain written approval through the app's Inbox for early job completion, and communicate clearly to address Customer inquiries about arrival times.

Example of Good Practice

• Timely response to OTSDC requests, obtaining written approval for early job completion, and effective communication with customers regarding arrival times.

Example of Bad Practice

• Not responding to Customer requests and inquiries and rescheduling without written customer approval

Why Does it Matter?

• Consistently following these scheduling guidelines is essential for maintaining a positive Customer experience which leads to more job opportunities.