Guide for LoveJunk registered collectors

LOGIN INTO MY ACCOUNT 

1. How do I login?

   Click on the hamburger menu at the left top corner of the app, and select Login and then “Login as an existing collector”. 

CLAIMING A COLLECTION

1. Which collections can I select?

   You can select any ‘live’ listing. 

2. How do I claim a listing and get matched?

   Tap a photo on the home gallery or click 'go to listing' in a new job notification. Review the details, including customer offer price.

   If you want to collect for the price offered, tap the green Collect button. You’ll be assigned the listing immediately and the customer will be notified.

   If you could do the job but think the offer price is too low, you can propose a higher price using the Counter Offer button. If the customer accepts your counter offer you will be notified and the job assigned to you. 

3. Counter offers

   The counter offer function allows you to suggest what you consider to be a fair price for the job. It is not an opportunity to trick ignorant users into paying too much. Unreasonably high counter offers annoy and confuse customers and lead to loss of trust in the LoveJunk platform. Posting unreasonable counter offers will lead to your removal from the marketplace. 

4. What is the orange price on live listings?

   The orange price to the right of the listing in the gallery screen (or in brackets in the listing view) is the latest and lowest counter offer. The customer has not accepted it. If you would like to do the job for less than this counter offer, submit your own price using the Counter Offer button  

5. Is there a limit on the number of collections I can claim?

   There is no limit, as long as you can complete each collection on time, you can do as many as you want. 

MANAGING THE COLLECTION

1. Can someone else collect the item on my behalf?

   Only you or your employees can undertake a collection. This is because the customer is contracting with you through the app, and not a third party. Sharing work with another collector or someone that is not your employee is a breach of our terms. 

2. How do I contact the customer?

   Once you get matched, you can contact the customer using the “Contact customer” button in the listing. We strongly recommend contacting them immediately after you are matched to introduce yourself and secure the collection.  

3. How do I reschedule a collection?

   When you accept a job, you commit to collect at the time and date specified.  The only way to reschedule a job is to contact the customer and ask them nicely! But bear in mind the customer is not obliged to change the time just because you ask. If the customer disagrees, please select the three dots at the top right corner of the screen to report the issue, we will then release the job for other nearby collectors to accept. 

4. Can I cancel a collection once accepted?

   No, but you can contact the customer to try to reschedule. Note: we expect collectors to take responsibility for any unlucky situations and protect your and our reputation. Examples include keeping the customer fully informed of any delays; offering alternatives if you need to cancel the collection at the last minute; and even offering to pay the price difference if they have to find another collector. 

5. The customer cancelled the collection, am I getting paid?

   If you received a call from the customer canceling (rather than rescheduling) the collection, please let us know using the three dots on the top right of the listing screen and we will look to resolve the issue.

6. I’m at the collection address but cannot see the waste and the customer is not answering

   Select the three dots at the top right corner of the screen to report an issue with the collection. Note, to avoid this scenario happening in future, we recommend contacting the customer before you start or when on your way just to double check they are expecting you.

7. There is more junk than shown in the listing

   You are only obliged to collect the junk that was detailed in the listing. You are not required to pick up any extra waste. If there is a disagreement between you and the customer about additional waste that you are unable to resolve, report the issue to us by clicking on the three dots at the top right corner of the listing screen. If you agree on a different price, ask the customer to adjust the price in the listing in the app. The job will now reflect the new price.

8. Covid-19

   You must wear a mask and gloves when collecting items from inside a property. 

COMPLETION & DISPOSAL

1. How do I mark a collection as done?

   Once you have collected the junk from the customer, click on “Collection Done”. You will be prompted to confirm all items were collected and specify which disposal site you intend to dispose of the junk. If unsure of the disposal site, select one and update it later once you know.  This can be done after the collection has been paid for by the customer and the waste documentation will be updated accordingly. 

2. Does the customer also confirm the collection?

   Yes, as soon as you mark the collection 'done', the customer receives a notification asking them to confirm the collection and release payment. When they do this, you will receive a notification telling you they have and the money is on its way.

3. What happens if a customer does not confirm collection & release payment?

   Customers usually confirm the collection as soon as they are notified the junk has gone. However, occasionally people get distracted and forget. If you haven't received a notification telling you that they have released payment within 2 hours of doing the job, we recommend you send them a friendly reminder by text. If this doesn't work, please let us know using the three dots at the top right corner of the listing and we will get in touch with the customer. 

PAYMENTS, FEES & TAX

1. What is LoveJunk’s admin charge?

   The LoveJunk admin charge is 15% of the listing price.  For example, if the agreed collection price is £100, you will receive £85. 

2. How and when do I get paid?

   You will receive funds directly into your bank account within 5 banking days of the customer confirming the collection.

   note: Direct bank transfers, card or cash payments from the customer to you outside of the LoveJunk platform are prohibited.  Any instance will lead to you being banned from using LoveJunk.

3. Do I need to pay tax on LoveJunk earnings?

   1. Yes, it is taxable income. If you are VAT registered, the income will be treated by HMRC as including VAT and so will our 15% fee .Using an example Collection price of £120, the table below illustrates how much you earn ex VAT if you are VAT registered or not.  
      

      Are you VAT registered?	Yes	No
      Collection price	120	120
      LoveJunk fee (15% of price)	-18	-18
      Paid into your Stripe account (85% of price)	102	102
      VAT included in Collection price	-20
      less VAT in LoveJunk fee you reclaim	3
      Net VAT you pay	17
      Net Income to you	85	102
      % of Collection price	71%	85%