Customer verification

After you complete, the customer verifies your hours and releases payment. Here's what happens on your side.

Overview

Customer verification is the checkpoint between "move complete" and "money released". The customer reviews your hours, photos, and any damage, then releases payment or opens a dispute. This article explains what the customer sees and how you influence the outcome.

Why this feature exists

Verification is the platform's guarantee to customers that they only pay for work that meets the agreement. It also protects you — a documented completion protects against post-hoc claims.

Before You Begin

Move marked complete on your side
Completion photos uploaded
Any damage disclosed before completion

Step-by-step instructions

1. Understand what the customer sees

On /customer/moves/<id>, the customer sees: total hours per mover, completion photos, any damage reports you filed, itemized payment (labor + fuel − platform fee if applicable).

What happens next: they get a Release Payment button and a Report an Issue link.

2. Wait for release

Most customers release within 30 minutes of completion.

What happens next: funds move from escrow into your Stripe balance minus 10% platform fee.

3. If a dispute opens

The customer taps Report an Issue and picks a reason (hours wrong, damage, incomplete work). You are notified immediately.

What happens next: admin reviews within 24 hours. You can reply through the dispute thread with photos and notes.

4. Auto-release

If the customer takes no action within 72 hours, funds auto-release.

What happens next: you get paid without further steps.

5. Admin decision on dispute

Admin sides with the evidence — hours logs, photos, messaging history.

What happens next: payment is released in full, partially, or refunded to the customer. You are notified with the reasoning.

Helpful Tips

Photograph everything at start and end. This is your best dispute defense.
Encourage the customer to release before you leave: "Whenever it's convenient, tap Release Payment so my payout can start."
If a customer seems unhappy, address it in person before completion. Cheaper to resolve on site than in a dispute.

Common Mistakes

Leaving without completion photos. Nothing to defend with.
Marking complete when the customer is not happy. Locks in a dispute.
Arguing in the dispute thread. Stick to facts and photos.

Troubleshooting

Customer says they cannot see Release button. Have them refresh the page or check under Move Day tab.
Dispute filed for something not your fault. Reply with photos and timeline. Admin decides.
Auto-release did not happen. Check booking_payments for the move on /mover/earnings. Escalate if 96 hours pass with no release.

Frequently Asked Questions

Can I contest an admin decision? Yes — appeal within 30 days through /mover/support. Appeals go to a different admin.

Does a dispute affect my Quality Score? Not directly. But a lost dispute counts toward your Damage or Cancellation metrics depending on the reason.

Do I still get the deposit if the customer disputes? The $49 booking fee is non-refundable to the customer but does not pay you. Your labor is what is at stake.