How can I get a refund for FREQUENT customers' mistakes?

jojoFradell

I teach Piano Lessons in-person and also over the internet. The problem is, I receive leads (one or two per month) from potential students who are out of state but they are looking for "in-person" lessons. The customer accidentally chooses the option "this can be done in person or over the internet". I make it clear in my description that I am in California and lessons will be over the internet if they don't live locally. When I reply to the lead and they respond "Sorry but I'm looking for in-person lessons". Why would that not qualify for a refund since the potential customer made a mistake? The reply from Thumbtack is that my refund is denied because the job was not drastically different than stated?? It's so drastically different that it's impossible for anyone to do from 3 states away. It doesn't make sense and I'm losing money.

DustiO

@jojoFradell I'm sorry this keeps happening, this would be really frustrating. Have you tried following up with support on those denied refunds? I would definitely recommend following up to those denials and attaching any screenshots where the customer says they want in-person and they are (way!) outside your travel area.

jojoFradell

Thank you, I will try again. When I called about it last time, they said that when I submitted through the computer it was already denied so they wouldn't change it. I will call about this latest one and let them know that in the conversation it shows that they are looking for in-person only.