Pro FAQ
Getting Started
For your safety and for the safety of your customer, we ask all of our service pros to pass a background check before being accepted to Wayfair Home Services.
Background checks are conducted by our background check provider, Evident. Wayfair, in its reasonable discretion and in accordance with applicable law, reserves the right to conduct additional background checks at any time. Wayfair will always comply with all federal, state, and local laws in completing background checks.- In most states, no professional license is required. However, if working in the state of California or New Jersey, all pros are required to have a registered LLC with an up to date certificate of insurance (COI).
- Multi pro is a type of assembly that requires 2+ people instead of 1. These items are bigger or heavier than standard items and require additional people to complete. Multi pro jobs are only available in selected metro areas. In order to become a multi pro, you need to have a registered LLC with employees and a certificate of insurance.
- No, Wayfair does not provide insurance to service pros.
- Please remove yourself from future jobs and alert our pro support team as soon as you begin experiencing symptoms. Once your symptoms have fully improved, you can start claiming jobs again.
On The Job
If you’re running late, even if it’s only by a few minutes, please reach out to your customer right away to let them know when you’ll arrive. Their contact info is available in your Service Pro app. If you can’t get in touch with your customer or will be more than 20 minutes late, please contact
.After 1 hour, the job may be marked as a missed appointment, resulting in a $40 no show fee. Continuing late arrivals or missed appointments will affect your ability to receive future jobs from us.Make sure you have tried all methods to get in contact with the customer, this includes calling your customer, texting your customer, and ringing the doorbell or knocking on the door. If these steps are not taken, this is considered a missed appointment.
If the customer is running late or has not responded when you tried contacting them, you are expected to wait for 20 minutes. If they’ll be more than 20 minutes late or if you can’t get in touch with them, report it in the app and you will be properly compensated.First, make sure your Service Pro app is the most up to date version. If it isn’t, please update it. If this doesn’t fix it, please delete and reinstall the app.
If after these steps it is still not working, please contact . You may need to provide your phone type, phone version, and app version in order to further assist. If you can identify what’s causing problems in the app, let us know so we can get things back up and running as soon as possible.- Take a photo of the damage, inform the customer, and contact to assist with reporting the damaged pieces.
- Yes. If your customer offers you a tip, you may accept it. Please do not ask for a tip.
Safety on the job is our top priority for both pros and customers. Before anything else, please seek any necessary medical attention, whether this means calling 911 or visiting the hospital.
Once the injury has been addressed, contact Wayfair Home Services to report it, even if it was only a minor injury.- Your customer should provide you with a safe, well-lit area with enough space to work. If you have any safety concerns, exit the area immediately and call Wayfair Home Services.
- Yes, you can cancel an appointment directly in your Scheduled tab in the Service Pro app with no fee if it is at least 24 hours before the job. Cancelling within 24 hours will result in a fee based on the time of cancellation prior to the scheduled job. The fee structure is as follows:
- If you cancel a job within 2 hours after claiming it, there’s no fee no matter how long until the job starts
- Otherwise:
- $15 fee for cancellations within 24 hours to 4 hours from the start time
- $30 fee for cancellations less than 4 hours from the start time
- $40 fee will be applied for cancellations after the job start time
If you do not show up or are more than 1 hour late to a job, the job can be marked as a missed appointment and a $40 fee will be charged to your account. Failure to arrive at a job that you claimed causes a very negative customer experience that erodes trust in Wayfair and reduces repeat customers.
If you believe a mistake has been made, email .Yes, if the customer is unable to move the item to the room of choice, or has yet to move it by the assembly start time, you are expected to assist the customer in doing so.
No, you are not responsible for hauling away or removing anything from the job site. You are expected to dispose of the packaging materials in a waste bin of the customer's choosing. Additionally, you are expected to leave the space as clean as you found it.
If the customer reschedules or cancels within 12 hours of the job start time you will be paid $15 per SKU automatically. For example, a set that includes multiple dining chairs is only one SKU and one payment, but a table and a bed would be two SKUs and two payments. You will still receive the full payment if the customer reschedules or cancels after the scheduled job time.
You will be paid $15 per SKU. For example, a set that includes multiple dining chairs is only one SKU and one payment, but a table and a bed would be two SKUs and two payments. You are expected to proactively communicate with the customer to ensure the item has arrived. If you don't communicate with the customer to confirm, this payment is subject to removal.
If the job takes longer than expected, report the additional time, in minutes, you spent on the job in the google form on the app. If approved, your submission will be paid out in the next 1-3 days after reporting it.
No, only you can perform services. The only exception is registered LLCs who are approved by Wayfair.
Payments
Once we’ve confirmed that the job is complete we’ll release your payment for processing with the bank. This usually takes 3-4 business days. You can ensure your payment is released quickly by remembering to tell us when you finish the job in your Service Pro app.
View all of your pending and deposited payments in your Payments tab of Service Pro.- We calculate job rates based on a variety of factors, including industry rates in your area and the length of time each job is expected to take. Job rates are clearly indicated for each job before you book it. Please note payments on jobs labeled as Multi Pro may be removed at Wayfair Home Services' discretion based on the amount of the job completed. Adjustment deductions may include, but are not limited to, product damage, weather-related reschedules, customer cancellations, or other unforeseen circumstances impacting the job's completion.
- Wayfair will mail a 1099 income tax form to the address associated with your account by February 1st if you made $600 or more through Service Pro. You are responsible for paying your own taxes. Wayfair does not provide tax advisory services. If you do not receive your tax forms by March 1st, please contact .
