Damage reporting responsibility

When customers file a damage report, resolution is on you — not on the platform. Here's how to handle it.

Overview

Move Gigs Board holds independent movers responsible for damage they cause. This article explains the reporting process, how claims are resolved, and what to do to protect yourself.

Why this feature exists

Customers hire movers to protect their belongings. Clear damage responsibility is the platform's guarantee — and the reason customers trust hourly labor over unknown alternatives. It also protects you: documented pre-existing damage cannot be pinned on you later.

Before You Begin

Photos of the item(s) before starting work
Move must be in working or completed status to file
Customer contact through in-app messaging

Step-by-step instructions

1. Photograph the item at arrival

As you walk through with the customer at check-in, photograph anything already scratched, dented, or fragile.

What happens next: these upload to move_photos with type pre_existing and are timestamped.

2. If damage happens during the move

Stop, tell the customer, and photograph the damage from multiple angles.

What happens next: honesty here is your biggest asset. Concealed damage discovered later leans the resolution against you.

3. File the damage report

On /mover/timeclock (before marking complete) or /mover/moves/<id> (after), tap "Report Damage". Fill in the item, description, estimated value, and attach photos.

What happens next: a damage_reports row opens with status = open. The customer is notified.

4. Customer responds

The customer can Agree (accept your description), Dispute (their version differs), or Escalate to admin.

What happens next: on Agree, the resolution moves to Value & Remedy. On Dispute, admin steps in.

5. Resolution

Options: repair (you cover), replacement (fair market value), monetary compensation (agreed amount).

What happens next: the resolution amount can be deducted from your payout for the move. If it exceeds the payout, admin creates a receivable.

6. Insurance escalation

For claims over $500, admin may involve platform-level insurance depending on the incident.

What happens next: you may need to provide a written statement and any photos.

Helpful Tips

Always do a walkthrough with photos before touching anything.
Use moving blankets on wood furniture even for short carries.
If you drop something, tell the customer immediately. Denials lose disputes.

Common Mistakes

Hiding damage hoping it goes unnoticed. Customers find it. Trust destroyed = worst possible review.
Blaming a teammate. Admin looks at photos, not accusations.
Ignoring a damage report notification. Silence gets resolved against you.

Troubleshooting

Cannot upload damage photos. File size limit is 10 MB per photo; compress and retry.
Report cannot be filed after complete. You have 24 hours post-completion to file; after that, only the customer can open a claim.
Payout deducted without notice. Every deduction is logged; check /mover/earnings for the move breakdown.

Frequently Asked Questions

Am I personally liable for damage? Yes. As an independent contractor, you are responsible for damage you cause. Move Gigs Board mediates and processes; the financial responsibility is yours.

Should I have my own insurance? Strongly recommended. General liability policies for independent movers are affordable.

Does one damage claim ruin my Quality Score? One recent claim = −5. Handle it well and it ages out in 90 days.