Fraud

glennmo

Please properly review my latest dispute and don't just send an automated response in under a minute. You've sent and charged me for a fake lead. This is fraud and I'd like to speak with a customer service rep. Your chat facility on the site is not functioning.

DustiO

I am sorry for your frustration, @glennmo. Unfortunately I am not able to help with refunds here in the Community. I was able to look into this particular lead and it doesn't look like a "fake" (or spam/suspicious) lead, especially since you did have a conversation with the customer (even though they unfortunately chose to cancel). If you do feel like it was a spam/suspicious lead, please report the customer so the team can look into it. Here are instructions on how to do that.

If you want to dispute a refund decision you'll need to send an email to support@thumbtack .com or reach out via phone. Here is the support contact info:

• Support hours are Monday - Friday 8 am to 5 pm MST
• Phone support is available by calling 866-501-5809
• Text support is available by texting 415-299-6398
• Chat support is available to pros when they login to their Thumbtack account, be sure you are logged into your account, this may be why it wasn't working for you
• Email support is available by emailing support@thumbtack.com

The team is really focused on better educating customers in 2024, to make the booking/hiring process better for pros and customers and to reduce cancellations. I always recommend sending feedback about cancellations or other things to support@thumbtack.com just to be sure that feedback is logged under your account. We're working on a suggestion box/feedback feature here in the Community that will connect that feedback to your Thumbtack account, but in the meantime support@thumbtack.com is the best route.

Sorry I can't be of more help. If you do follow up with support re: this refund I am happy to look into it and follow up to get any more information. Thank you.

DustiO

PS If you were logged in and the chat function still wasn't working, can you let me know? I will follow up with the support team if something isn't working - you can also report a bug here.

glennmo

Hi DustiO - thanks for the support email address, that's useful, I'll reach out.

It's an instant booking, and with those we get charged no matter what, and then client's first contact with us is to cancel! That's a crazy way to operate. The lead needs to be refunded as it's not legit. And sadly this type of stuff happens all the time on this platform.

DustiO

This is really great Instant Book feedback, especially about the cancellation refund window being too short, I would definitely include that in your feedback email!

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