On the Helpling platform, you can receive two types of customer offers: "Selected Offers" and "Countdown Offers". In this article, we explain the differences between these offer types and how you can handle them successfully.
💡Tip: Click here to watch our short tutorial video about customer offers. It is a quick and helpful guide that explains how to handle offers effectively.
What is a "Selected Offer"?
A "Selected Offer" means that a customer has actively selected you for their service request based on your profile. Important: The customer may have selected multiple service providers for the same request.
How do "Selected Offers" work?
The customer's offer remains exclusively available to all selected service providers for 4 hours.
During this time, you can review the offer and accept it if it matches your personal preferences.
If none of the selected providers accept the offer within 4 hours, it becomes visible to other service providers who match the customer's criteria (such as price, date, time, and duration). This transition creates a "Countdown Offer".
As a selected provider, you can still accept the offer after 4 hours — as long as no other provider has accepted it in the meantime.
What is a "Countdown Offer"?
In addition to selected offers, you may also receive "Countdown Offers". In this case, the customer did not directly select you, but your profile matches the service request.
How do "Countdown Offers" work?
You have up to 12 hours to express your interest in the offer.
This gives you more time to check your availability and review the offer carefully.
After 12 hours, the customer reviews all interested service providers and makes the final decision.
Please note: The customer always decides which service provider they would like to work with
💡Tip: If a customer offer does not match your personal preferences and you are not interested, we kindly recommend that you decline the offer. By doing so, customers are informed in good time and can request other service providers if needed. Good to know: Declining a customer offer does not have any negative impact on your service provider profile.
What should you check before accepting an offer?
Before accepting any customer offer, make sure it matches your personal preferences:
Distance: Is the service location easy for you to reach?
Date and Time: Are you truly available at the requested day and time?
Duration: Does the job duration fit your preferences?
Hourly Rate: Does the hourly price meet your expectations?
Frequency: Is the service one-time or recurring?
Tip: Please check each offer carefully to avoid cancellations and possible cancellation fees. Learn more about how cancellations may affect your reliability score by clicking here.
Data Protection Notice:
Please note that, for data protection reasons, you will not be able to view the customer’s full name and address at the time of the request. These details will only be shared with you 36 hours before the scheduled start of the appontment, provided you win the relevant offer.
💡 Summary
Selected Offer: You were actively chosen by the customer. The offer is exclusive for 4 hours.
Countdown Offer: You match the request, but were not selected directly. You have up to 12 hours to show interest.
Always check distance, date, time, duration, price, and frequency before accepting an offer.
The customer makes the final decision on who will be assigned the service.
Data such as the customer’s full name and address are not visible at the time of the request, due to data protection regulations. These details will be shared with you 36 hours before the scheduled start of the appointment, provided you win the relevant offer.