How your WashPro Score and ranks work

Your WashPro Score shows how your last 100 orders went. Each order earns points, and a perfect order, picked up and delivered on time with no complaints, earns 100. Your score is your average points per order, shown as a percentage. Bonus points can take it above 100%.

• Picked up on time: 25 points, for picking up no later than 30 minutes after the customer's pickup window ends.
• Delivered on time: 25 points, for delivering no later than 30 minutes after the customer's delivery window ends.
• No complaints: 50 points, when there's no rating of 1 to 3 stars and no complaint our team confirms was a WashPro mistake. No rating is fine.

• Before you accept an order, check that its pickup and delivery windows fit your day.
• Late pickups and deliveries the customer caused don't affect your score, for example when they asked for a later time or weren't home, ready or reachable.
• A later time our team agreed with the customer doesn't count as late either.
• If you tell the customer you're running late or ask for more time, it counts as late, even if they agree to a later time.
• We check the order chat, the customer's pickup instructions and our team's messages with the customer. If a customer asks you for a later time by phone, ask them to put it in the order chat too.
• Think a late pickup or delivery wasn't your fault? Text us the order number and we'll check it.

When a customer selects you as preferred, you earn 10 bonus points on that order. A pick made automatically by your referral code doesn't earn the bonus. Tips don't change your score.

A 3-star rating takes 50 points off the order. A rating of 1 or 2 stars, or a complaint our team confirms was a WashPro mistake, takes 300 points off. An order only loses one of these, the larger. This is on top of missing the 50 points for No complaints.

• An order counts 3 days after delivery. By then most customers have rated.
• A rating or complaint that comes in later still counts, so your score can change after the 3 days.
• Your score uses your last 100 orders. If you have fewer, it uses all of them.
• Your score appears once 5 orders have counted, 3 days after your 5th delivery.

Customers who order again and select you as preferred show they want you back. Once 12 customers from your last 100 orders have ordered again, we check how many of them selected you as preferred on a later order. Each customer counts once. If it's under 33%, every order in your score loses 5 points, so your score is 5% lower.

• Orders you did in place of a customer's Preferred WashPro don't count here.
• It updates whenever a customer orders again, so it can change after an order has counted.

Say these were your last 100 orders. Of the customers from these orders, 30 ordered again, and 18 of them selected you as preferred.

• Picked up on time: 98 orders × 25 = +2,450
• Delivered on time: 64 orders × 25 = +1,600
• No complaints: 96 orders × 50 = +4,800
• Bonus, selected you as preferred: 40 orders × 10 = +400
• 3 stars: 3 orders × -50 = -150
• 1 or 2 stars, or a complaint: 1 order × -300 = -300
• Under 33% of returning customers selected you as preferred: 0 orders × -5 = 0

Total: 8,800 points ÷ 100 orders = 88%

If only 9 of those 30 customers had selected you as preferred, the last line would take 5 points off all 100 orders (-500), and your score would be 83%.

My Score shows each check and your bonus. While the returning customers rule is taking 5% off, it shows that too. If a check drops under 80%, or the returning customers rule is taking 5% off, it marks the one with the most room to grow.

It also shows your average star rating from your last 100 orders. Ratings are anonymous: we never show which order or customer a rating came from.

Each rank needs enough orders done and a high enough score:

• Legendary: 200 orders and a score of 96%.
• Elite: 100 orders and a score of 90%.
• Advanced: 50 orders and a score of 86%.
• Associate: your first perfect order (on time both ways, with no complaints), then 76% once your score appears.
• Novice: before your first perfect order, or a score under 76%.

Associate and above can take Rapid orders, and higher ranks see new orders first. Orders count toward ranks 3 days after delivery, like your score.

Your rank updates every night, up or down, to the highest rank your orders and score reach. If you move down, you move back up the night your score is high enough again.

Sometimes our team sets a rank by hand, for example when we start in a new city. You'll see "Rank set manually". While it's set, your rank stays the same. When we stop setting it, your orders and score set it again.

For the first 30 days after scores start, nobody moves down. It's a practice month while everyone gets used to scores.