/Traders FAQ
Traders FAQ2019-10-07T15:48:58+00:00

Traders FAQ

I’ve signed up as a Genie what happens next?2019-10-05T17:31:11+00:00

EmerGenie will assess your application fully, checking your documents, independent compliance and research into your business status and customer reviews.  Once this is complete, if we need any further clarification, we will advise you via phone or email.

 

I’ve been waiting a while for my application to be approved, is there a problem?2019-10-05T17:15:03+00:00

The EmerGenie team are working hard in the background to work through the high demand of applications we are receiving, please do bear with us whilst we work through the applications.

I’ve been approved as a Genie, what do I need to do?2019-10-05T17:16:33+00:00

When we approve you as a Genie, we will send you an email to confirm you can download the app, check your spam just in case.  This will have your log in details for the app, this is the only way to get on the app, if you need your log in details even after searching emergenie in your emails, please contact us.

I’ve downloaded the app, what do I do next?2019-10-05T17:17:06+00:00

Please complete your available hours, it is possible to select on/offline, so please do utilise this button as there will be work around the clock.  Keep your sound on your phone and wait for alerts, you’ll love the jingle.

How much will I get paid?2019-10-05T17:31:53+00:00

EmerGenie have completed extensive research across all competitors and decided on prices which are advertised to customers, so this is the maximum Genies can charge customers.  The prices do not include VAT, so if your business is VAT registered you can add this to the price.  Click here to view the prices.

How do customers choose a genie?2019-10-05T17:18:18+00:00

The EmerGenie app will guide customers to find a local Genie, which will begin the process of looking for the most local trades person in the industry needed.  Which will begin the process of pulsing the job to Genies in the area.  There is an alternative option to find a Genie, for customers wanting to select, maybe someone they’ve dealt with before, this will show genies on and offline and change with their schedule.

I’ve got a job what to do now?2019-10-05T17:32:14+00:00

The EmerGenie app is really simple to use, if you get an alert, just click accept within 2 minutes, Genies must arrive to the location within 30-60 minutes, so only accept if you are able to pause what you are doing and attend straight away.  If you don’t accept the job, it will pass to the next nearest Genie to the customer location and so on.

Can I discus the work with the customer?2019-10-05T17:19:38+00:00

Yes, once you have accepted the job, you are able to call the customer and they can call you via the app and finalise any details or answer any questions you may have.

The customer needs an invoice, what do I do?2019-10-05T17:32:23+00:00

It is the Genies responsibility to provide clients with invoices, EmerGenie are just linking customers with Genies.  Genies will manage the transaction going forward.  If you need further help please discuss with your accountant or bank, if you still need help please do  contact us.

How much do I need to pay EmerGenie?2019-10-05T17:32:28+00:00

To begin with EmerGenie are not applying any charges to customers or Genies.  This is an interim measure whilst we build the value for customers.  We are working hard on the marketing and development of the app, with regular tweaks.  In a number of months, we will need to make a charge, however this will be competitive and once we’ve given you a lot of value.

What’s EmerGenie’s interest?2019-10-05T17:32:42+00:00

EmerGenie is interested in making sure the app is working well for both customers and Genies and for the experience to be seamless.  EmerGenie is investing heavily in various marketing campaigns to build user levels and numbers of jobs, so this will build over time.

 

We would really appreciate your constructive feedback about the app, your experience and any suggestions, so please do contact us.

I’m worried about being paid, what can I do?2019-10-05T17:32:49+00:00

EmerGenie only connect you with the customer, we would like all Genies to uphold our good reputation and customer service and do the best job they can at the time.  The transaction is all between you the Genie and the customer, there are many ways to accept payments, cash, PayPal, card via any of the options on line.

There’s been a change to my information, what do I need to do?2019-10-05T17:32:57+00:00

The easiest way to let us know of a change is to email us to advise of any changes and we’ll be pleased to help you.

What happens with further works needed?2019-10-05T17:23:08+00:00

Genies will attend to make your situation safe and will recommend any further works that are needed.  They will advise of the costs of completing the work and it’s the customers decision to go ahead or not.  This can be booked via the app up to 2 weeks in advance with the same Genie or with a different Genie.

What happens if cancel the job?2019-10-05T17:23:49+00:00

The EmerGenie app has been developed to help customers that need help quickly.  Genies will be rushing to get to your emergency, it’s very hard for them to plan their days if they are booked quickly and cancelled.  Genies will sometimes call to take an up-front payment or deposit before travelling to your emergency.   We respect things change and therefore may need to add a cancellation charge if a booked job is cancelled.

I need to cancel the job, what can I do?2019-10-05T17:24:32+00:00

I hope is that Genies only accept jobs that they can commit to attending within 30-60 minutes and not let the customer down.  We understand things do happen.  We ask that you are courteous and call the customer to advise, either scheduling another mutually convenient time or advising that you need to cancel, with a reason and they can book with another supplier.  Please do contact us with any issues.  We hope that this will be a one off, however we would need to discuss this with you if it were to happen on more occasions and it may mean that we would have to part ways.

There are no jobs, what’s happening?2019-10-05T17:25:06+00:00

We have launched the app in London and within the M25, with lots of marketing being undertaken.  We recommend outing your available hours in as wide a range as possible, or keeping yourself online as much as possible, then jut accept the jobs you can complete.  Jobs will come through based on your location, so you can carry on with your day as normal, although it will be based on signal, you may get different work in different locations.

I’ve arrived at the address but the customer isn’t here?2019-10-05T17:25:42+00:00

When the booking is taken, customers must either input their address or approve the GPS address that shows up in the app, we have highlighted this field to draw the users attention to it.   It’s always worth calling the customer via the app to check the address is correct or any access arrangements.  On the rare occasion something may have gone wrong for the customer, but they should let you know if they can no longer make it or need you to come at a later time.  Please contact us with any concerns, feedback or additional help you need.  We are really keen to help suppliers the best we can and want the opportunity to resolve your issues.

Can I reschedule the job?2019-10-05T17:33:26+00:00

As the call outs are emergency call outs, Genies will be on their way to customers as soon as they have accepted the job.  We understand that things can go wrong and we ask that you call the customer through the app to discuss a mutually convenient time.

Can I cancel the job once I’ve booked it?2019-10-05T17:27:55+00:00

The EmerGenie app has been developed to help customers that need help quickly.  Genies will be rushing to get to your emergency, it’s very hard for them to plan their days if they are booked quickly and cancelled.  Genies will sometimes call to take an up front payment or deposit before travelling to your emergency.   We respect things change and therefore may need to add a cancellation charge if a booked job is cancelled.

or advise the client they will need to rebook on the app.  It may effect your reviews and if you continually accept and cancel jobs, we would need to part ways under the terms of the contract.

The customer isn’t satisfied with the work?2019-10-05T17:33:34+00:00

We have hand selected the Genies that are trustworthy and have careful vetted them all.  So we are confident they are able to complete the works to a high standard, however sometimes things can go wrong.  The nature of Emergency fixing can be a temporary fix is put in place, with further works needed to scheduled with more parts.  Via the app you are able to contact the Genie to request a revisit.  If you need another call out to complete works, this can be booked via the app up to 2 weeks ahead of schedule.  If you have any problems please do contact us;

Why has my Genie only completed a temporary fix?2019-10-05T17:29:05+00:00

Because it is usual for Genies to be the first to attend, they may only have commonly used parts to repair the problem straight away making sure you are safe.  Additional parts will be needed and a return to fit to get a more permanent fix.  The Genie should advise you what type of fix they are able to provide at the time.  A charge will still apply for their attendance, even if you choose not to accept their fix or advice.  For example there are many types of boilers all with their own differing parts, so one would need to be ordered once the Genie knows what is needed.  If you need more information about this, please do contact us.

 

The customer isn’t satisfied with the work?2019-10-07T18:44:28+00:00

We have hand selected the Genies that are trustworthy and have careful vetted them all. So we are confident they are able to complete the works to a high standard, however sometimes things can go wrong. The nature of Emergency fixing can be a temporary fix is put in place, with further works needed to scheduled with more parts. Via the app you are able to contact the Genie to request a revisit. If you need another call out to complete works, this can be booked via the app up to 2 weeks ahead of schedule. If you have any problems please do contact us.

The customer is asking why it’s a temporary fix?2019-10-07T18:44:59+00:00

It is common for Genies to be first to attend, they may only have commonly used parts to repair the problem straight away making sure it is left safe. However if the part is easily obtainable or a van stock type of item, it is expected that Genies will make a permanent repair. If additional parts will be needed and a return to fit can be booked via the app, to achieve a more permanent fix. Genies are expected to fully explain to the customer what they have done and what may need to happen going forward. A charge will still apply for your attendance, even if the customer chooses not to accept your fix or advice. For example there are many types of boilers all with their own differing parts, so one would need to be ordered once the Genie knows what is needed. If you need more information about this, please do contact us.

Why was my application declined?2019-10-07T18:45:37+00:00

We promise customers that we will provide highly pre vetted and have good standing, we perform many rigurous checks, which may mean you were not approved on your first application, if we could not satisfy our searches.

Can I apply again?2019-10-07T18:48:45+00:00

Yes if you feel your circumstances have improved or changed and would like to reapply, we welcome you to do so and we can assess your application fairly.

How to complain?2019-10-07T18:47:30+00:00

We appreciate that you may need our help with a situation, so we welcome your email:
We will acknowledge your complaint within 24 hours, we will need longer to investigate it further and will respond to you with updates. Contact us

Need more help?2019-10-07T18:49:40+00:00

We will be happy to assist you with any queries, do get in contact.
If you have an emergency please contact us directly.

Would I need to wear EmerGenie branded clothing?2019-10-07T18:50:34+00:00

As long as you are wearing clothing that keeps you safe in your job, we are happy.

How will customer know I’m from EmerGenie?2019-10-07T18:50:59+00:00

The app will only show the Genie the address of the customer, you can call them through the app, which adds to the customer feeling at ease.