A failed pickup charge happens when a pickup request is attempted but not successful. While this is usually due to a bag not being out at it's designated location when a driver arrives, from time to time, a driver error or technical error may occur that results in a failed pickup when there should have been a successful pickup.
If you believe that you received a failed pickup charge in error, please reach out to our support team so they can examine the situation. If it's found that the failed pickup was in error, we're happy to offer you an account credit to cover the charge.
I didn't have my bag out when the driver arrived, how can I make sure I do in the future to avoid the failed charge?
The best way to make sure to avoid your pickup not being completed is to make sure you have your bag out at the designated location by 8 AM. If that isn't possible for any reason, please make sure to have your 2ULaundry app notifications on and you should receive an alert when your driver is nearby. If you have text alerts on, you should also receive a text the morning of your pickup that gives an estimated 3 hour window of when the driver should arrive (keep in mind this is an estimate and can change based on traffic, weather, or other logistics-based factors).
I scheduled a same-day pickup and did not receive any notifications on when the driver would be there, what should I do?
Because our notifications are set based on when our original routes are set up in the early AM, you may not receive text or app updates on when your driver will be there if you set up a pickup same-day. We recommend setting out your bags as soon as you schedule a same-day pickup to avoid a failed pickup.