Frequently Asked Questions - Service Providers

The following questions are most commonly asked by service providers.

Since service calls take place in the homes of service customers, we require background checks for all service providers. For a limited time there is no charge for this valuable service, which is performed by our partner, Plus1 Solutions.

Great service ratings help you earn more business. At the completion of each order, buyers can rate the service provider on the following categories of service:

Each category of your buyer ratings is graded on a 5-point scale. Your overall provider rating is a mean average of all of these categories added together.

In addition to buyer ratings, your ServiceLive reputation will be based on behavioral metrics tracked by the site. These metrics, which will be posted along with customer ratings, include, without limitation:

Service providers can accept orders they’ve been selected to receive with a counter offer to the buyer. They may want more information about the job, request the job be performed on a different date or they may want more money.

It’s up to the buyer to accept the service pro’s new terms. A conditional acceptance does not keep the order from being routed to other providers, so it’s possible other providers may accept the work exactly as requested by the buyer.

Service buyers pre-fund their ServiceLive Wallets when they post their service orders. Payment will be deposited to your ServiceLive account once the order is completed to the buyer’s satisfaction. The provider firm can withdraw ServiceLive funds via an online ACH request located in the ServiceLive Wallet.

The service fee is assigned to compensate for ServiceLive’s investment in the technology and marketing which includes credit card payment transaction costs. Our goal is to make ServiceLive the most robust tool for buyers and providers to connect with each other.

Unlike other sites, providers are not charged any other fees for registering or for service orders. Providers should consider the value of these benefits as they accept work through ServiceLive.

Buyers are often homeowners or contractors looking for help from sub-contractors. Currently, most service orders are completed by commercial buyers for large corporations, which could include big-box retailers who have service obligations to fulfill on a national level.

All buyers have pre-funded their accounts and scheduled their services so you know they are serious about having work completed and committed to paying you for a job well done.

If you accept a service order that is then canceled by the buyer, the buyer will be assessed a $25 fee, which will be paid to the provider. If you arrive at the service location and cannot complete the service order through no fault of your own, the buyer will be assessed a $49 travel fee, which will be paid to the provider.

A Select Provider Network, commonly referred to as SPN, is a group of uniquely qualified Service Providers based on the criteria of the buyer. Each enterprise buyer will be able to create their own SPN that will be committed delivering Best-in-Class customer satisfaction to their customers. Joining an SPN allows Service Providers more exclusive opportunities to receive service orders by specific buyers which could mean greater revenue potential.

At the start of every project there are guidelines one should follow to help avoid unexpected issues that may result in disputes between the buyer and service provider.

ServiceLive offers a number of communications tools you can use to resolve disputes if they arise. Upon request of both parties, ServiceLive may provide voluntary, limited Dispute Resolution Assistance to work with buyers and providers to help them resolve their disputes; provided that final payment for services has not been issued. In such instances where a buyer and service Provider are unable to mutually agree upon an equitable resolution, ServiceLive will forward the dispute to the Dispute Resolution Committee, which will review the case and offer a non-binding recommendation. In keeping with the spirit of the marketplace, we recommend the committee recommendation be accepted by all parties.

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This report displays the total payments made to the Provider by each unique Buyer for a defined period of time. This report is broken down by Gross Revenue, Service Fee, and Net. If the Provider should receive a tax reporting statement from one or multiple Buyers, this report may be used to assist in reconciling to the statements.

"Gross Revenue" is the total amount of all Service Order(s) Closed and paid from the specified Buyer during the defined period of time. This is the amount actually paid by the Buyer for the completion of the Service Order.

The "Service Fee" is the amount which the Provider paid ServiceLive for utilizing the ServiceLive Platform. .

The "Net" amount reflects the funds available for withdrawal in the Provider's account (Wallet). This represents the Gross Revenue earned less the fee paid by the Provider to ServiceLive.

This report details the Service Order payments received by the Provider. Revenue is broken out by Labor and Other. Providers may use this report to assist in their bookkeeping and payment reconciliation.

The "Total Gross Service Order" amount represents the final total amount of the Service Order. This is the amount actually paid by the Buyer to the Provider for the completion of the Service Order.

The "Service Fee" is the amount which the Provider paid ServiceLive for utilizing the ServiceLive Platform. .

The "Net" amount reflects the funds available for withdrawal in the Provider's account (Wallet). This represents the Gross Revenue earned less the fee paid by the Provider to ServiceLive.