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Sat  9am - 4pm PST

the

AssemblyPros

network

Pro Handbook

Reference Guide 
Introduction
Using The App
On The Job
ProPortal
Getting Paid
Quick Links

Introduction

Welcome!
Congratulations. If you are reading this you have been approved as a member of an exlusive club - the AssemblyPros network.  APi || The AssemblyPros network is an Amazon Preferred Provider and we work exclusively with their Home Services program. APi is your link between Amazon and the Customer. So from here on, if you have any questions, comments or concerns, please work directly with a member of the APi support team. Details of how to reach us is below. There is no need to reach out directly to Amazon for any support related issues as they are typically not well equipped to answer most of your questions. Again - welcome; we are glad to have you aboard.
Rev: March 15, 2019
How to Reach Us
Always call (877) 565-3036 for all order assistance (menu option #1) or in the field technical help/questions (menu option #3).

If you are unable to reach an office representative, please leave a voicemail.
Only text an APi representative in cases of *EXTREME* urgency.
Learn More >
March 1, 2019
ProPortal
Your one-stop location for all assembly pros needs. From here, you will be able to get news, updates, information and generate requests to better serve your needs. No need to call, text or email. It's all right here at your finger tips and accessible right from your mobile phone! So visit the portal often to stay in touch.  Password is: gopros
Rev: March 15, 2019
Track Your Orders
April 15, 2019
​​It is highly recommended that Pros  manually track all completed orders during the 2-week Amazon cycle to be reconciled against the earnings statement produced bi-weekly by APi.  We recommend you track the following:
  1. Order ID
  2. Assembly $ Amt



Using the Mobile App

APi Platform: ProEdition
If you haven't already, please download the "Selling Services on Amazon" App from the app store and open it once downloaded. Login to the Mobile App using the email and password you used to submit your background check. Then select "APi || AssemblyPros" as the provier and you are ready to begin. 
Rev: April 15, 2019
Job Details
From the main menu, click Jobs to Complete. This brings you to the details page which has all the info you need to perform the job, The type of service is shared and the price you see is the amount charged to the customer by Amazon for the service, not your share of the revenue.
Scrolling down gives you more information including detailed product info (if available) and the Order ID. You can ignore any reference to how long the assembly should take. It is rarely accurate.
March 18, 2019
Assembly Times
In the Each Service Includes section (see 3rd panel), Amazon may include a line item that states "typcical assembly time of xx hours".  This estimate of effort is usually way off (in both directions) and should be ignored.  Your experience should determine how long.
Pro Tip >
Send ETA and Start Job
1 hour before your arrival window, select Send ETA and press 'Text Customer' to trigger a default text message (see images).  Sending your ETA let's your customer know what time to expect you.

You must select Start Job prior to the end of the arrival window. If you do not start the job on-time, it reflects negatively in APi performance metrics - Amazon counts the number of orders that started after the arrival window.

1 hour before your arrival window, select Send ETA and press 'Text Customer' to trigger a default text message (see images).  Sending your ETA let's your customer know what time to expect you.

You must select Start Job prior to the end of the arrival window. If you do not start the job on-time, it reflects negatively in APi performance metrics - Amazon counts the number of orders that started after the arrival window.

March 1,5 2019
Replace Amazon's default message with the following:
Hi, this is ______. the technician for your Aamzon Home Services appointment. I wanted to verify your item has been delivered and it's in the location  where assembly is to occur. Please confirm. I should be there around 1:30pm today. Thank you.

TEXT CUSTOMER

Pro Tip >

1.

2.

3.

Send message to the customer.
Complete Job
You must have the customer review all pages of the sign-off, including the acceptance of the price. Do not skip over this step 

Once an order has been completed and signed-off by the customer, it will no longer be visiable to you in the App.

Be sure to take a selfie OF YOURSELF, not the item, as part of the verification stop.​
Watch the Video >
March 1, 2019
Keep a Log of Completed Orders
It is highly recommended that Pros  manually track all completed orders during the 2-week Amazon cycle (e.g. "Order IDs"" and "Amt")
Pro Tip >
Photo Verification
After the order has been completed, signed off and your selfie uploaded, please take a picture of the completed project and text it with the associated Service Order ID to:

(949) 301-4413

We will use this photo as evidence in the event that the customer reports any dispute with Amazon.
April 15, 2019
Appointment Notes
Use appointment notes to update order status if/when you are unable to complete it as scheduled. Format is as follows:

2/12: Broken Part. Reschedule. MM


Also, a dark blue dot next to the "Notes" label indicates that something is in there for you to see (i.e product info, gate codes, etc.).

Please do NOT use notes to request a price review or notify staff of missing product info.
April 15, 2019
Customer No-Shows and Cancellations
When the customer is not home at the scheduled time or texts you back to cancel the order, please notify the dispatcher on duty and update the notes with the appropriate information.
April 15, 2019
TIP TIP TIP
We highly recommend that you "look-ahead" for any potential conflicts in your schedule as the amazon assignment process does occasionally allow for multiple jobs in the same arrival window.
Pro Tip >

On The Job

It's Not Just a Job - It's an Adventure!
We know how stressful it can get being in the field. We get it. A lot of unexpected things can happen and you have to know how to respond in those circumstances. We have attempted to list below most of the non-standard issues that come up during a customer visit that you may encounter. When in doubt, give us a call. Otherwise, please familiarize yourself with each of the items below so you will be prepared to provide the upmost 5-star service!
Rev: April 15, 2019
Moving Items
This is not included in the assembly service.

Some general guidelines (but not company policy) when you arrive and the box(es) are not in the right place:

 => Charge $35 if box(es) are less than 100lbs
 => Charge $50 for extra heavy boxes.
 => Charge $75+ for stair carry
Rev: April 15, 2019
Make Sure it Works
Anything that requires either electrical or propane gas hook-up/connection needs to be tested by the Pro to ensure it's in working condition prior to getting sign-off
March 1, 2019
Extra Work
Never ever request or receive cash for additional assembly work not specified in the order. When in doubt, call or text the office..
March 1, 2019
Cash Tips
You are more than welcome to accept tips from a customer and you are not required to report it to APi. It is all yours to keep for yourself.
March 1, 2019
Trash
We ask that you break-down boxes and other trash and dispose of it using the customer's onsite trash cans. You are not expected or required to haul away any trash.
March 1, 2019
Rescheduling
Stuff happens. We get it. But...

Pros should never reschedule a customer order themselves using the mobile app.

Only customers or an APi dispatcher (in extreme cases), should be rescheduling an order when it's due to a problem with an order such as product not delivered or damaged.
Learn More >
April  15, 2019
Trip Fees
Unfruitful trips to a customer location are eligible under certain circumstances. Use the Credit Request form to submit your trip fee requests via Mobile or desktop devices. Certain limitations apply so be sure to review the criteria on the request form.

Also on the ProPortal is a link to the credit request tracker available online.
April 15, 2019
Issues Management
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Learn More >
March 1, 2019
Helpful Hints
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Learn More >
March 1, 2019

ProPortal

APi Platform: ProPortal
The ProPortal is your one-stop location for news, information and links for common requests to support you. From here, you will be able to get news, updates, information and generate requests to better serve your needs. And most if not all request forms can be accessed from your mobile phone. No need to call, text or email. It's all right here at your finger tips and accessible right from your mobile phone! So visit the portal often to stay in touch.  Password is: gopros
Rev: April 15, 2019
News & Information

At the top of the ProPortal page, you will always find news and information relevant to you. Also, we post the top performers for the prior period here. 

Also, other tools are available right below the news and info; just click the icon to launch to the appropriate web page.
Learn More >
April  15, 2019
Request Links
Common requests are accessible from outside of the portal as well via the drop-down menu. But if you are in the portal and wish to submit a request, use one of the quick links there.
Learn More >
May 15, 2019
Payout Calendar
The right side of the page shows when the cut-off is for the payment cycle and when the deposit is scheduled to be made. 
Learn More >
April 15, 2019

Getting Paid

Show Me The Money!
Unfortunately, Amazon at this time does not give you the ability to view your completed orders in the App. So when it gets time to be paid, please refer to your own tracker for reference.  As a reminder, the cut-off for jobs to be paid in a particular window is 10am PST of that wed cut-off. Any job completed and signed off post the cut-off time will be processed in the next payout cycle.
Rev: April 15, 2019
Deposit Set-up
APi does not currently offer direct deposit so please sign-up with Zelle, our preferred payment processor, to receive realtime payments from us.

The payout schedule and cut-off dates are available from the ProPortal. 
March 15, 2019
Earnings Statement
APi tracks all orders completed by each member and produces a detailed earnings statement every 2 weeks for you to view prior to payout.

Please review the earnings statement prior to the scheduled payout and advise member services of any errors, omissions or corrections. See example below with explanation of how the statement works.
Sample Below \/
April 15, 2019
Rates & Terms
Persuant to the Assembly Pro Agreement, services to be performed by member and APi are outlined in Schedule A. Also, this is where all revenue share guidelines are published (i.e. how to compute your commissions).

The revision # of the Schedule A is as identified at the bottom of this box. You may have signed an ICA with different Schedule A that expired in 2018 or earlier.
effective May 15, 2019

What it Means:

1.  Pro Name - Sef-explanatory
2. Rank - Use d to identify top performers
3. Period - Starts and ends at 10am PST on the day(s) indicated
4. Date of Issue - Self explanitory
5.  Date - Date the item was completed
6. Trans Type - Order, Trip Fee, Refund, etc
7.  Order ID - Amazon Order ID for reference.
8.  Item - Desciption of Service per Amazon
9.  Location- City where the install occured.
10. Adj - Any additions or subtractions to commission rate.
11. Amt - Your net share of the revenue
12.Total(s) - Total # of orders completed and Amt earned.