Completing a move

Wrap up right: check out, prompt the customer for verification, and hand off cleanly.

Overview

Completing a move marks the job done, snapshots your hours, and triggers the customer verification and payment release flow. This article walks through what happens between "last box in" and "money in Stripe".

Why this feature exists

A crisp completion step protects everyone. It creates a clear line between billable time and post-move activities, gives the customer a chance to verify condition, and starts the review window.

Before You Begin

Actively working with the timer running
Customer physically present and satisfied
All items delivered and (if agreed) placed

Step-by-step instructions

1. Walk the space with the customer

Confirm every room is done. Ask "Anything else before I mark complete?"

What happens next: any last requests get handled while the clock still runs.

2. Take completion photos

On /mover/timeclock, tap "Add Photos" and capture 3–6 shots: loaded/unloaded truck, protected furniture, cleared rooms.

What happens next: photos attach to move_photos and appear on the customer's verification screen.

3. File a damage report if needed

If anything got scratched, tap "Report Damage" and add a note + photo before marking complete.

What happens next: a damage_reports row opens; the customer sees it during verification.

4. Mark Complete

Tap "Complete Move". Confirm.

What happens next: your timer stops. crew_status flips to completed. Total hours snapshot. Customer's /customer/moves/<id> shows "Verify & Pay".

5. Wait for customer verification

The customer opens the verification screen, reviews photos and hours, and either releases payment or opens a dispute.

What happens next: on Release, funds transfer through Stripe minus the 10% platform fee. On Dispute, admin reviews within 24 hours.

6. Get your review

Within 7 days, the customer is prompted to leave a rating and text review.

What happens next: the review affects your Quality Score. See the Quality Score article for weights.

Helpful Tips

Never mark complete before the customer approves — you cannot re-open.
Completion photos double as damage-defense — always take them.
Ask for the review in person: "If I earned 5 stars, please share." Doubles review response rate.

Common Mistakes

Rushing to leave. Two-minute walkthrough saves hours of dispute.
Forgetting to add photos. Without photos, damage disputes tilt toward the customer.
Not saying goodbye properly. Reviews reflect the last impression.

Troubleshooting

Complete button greyed out. You may not be in working status. Refresh — timer may have dropped.
Customer will not verify. After 72 hours, funds auto-release from escrow.
Review never posted. Only completed moves generate a review prompt; if the move is stuck at arrived, contact support.

Frequently Asked Questions

How long until I get paid? Payout is initiated at customer release (or auto-release after 72 hours). Stripe payout timing depends on your account — typically 2 business days.

Can I edit a completed move? No. Use hour adjustments for time and damage reports for issues.

What if the customer refuses to verify? Escrow auto-releases 72 hours after completion. You still get paid.