"Automatic" refunds for multiple contacts from the same user

DerHilfer_LLC

I've been reviewing the last year on Thumbtack, I developed my own CRM and document everything. I came to realize that the only "automatic" refunds I ever get are if the customer cancels their job within minutes or Thumbtack deems it "suspicious" later down the road. Many of these "suspicious" leads are ones I've already requested a refund for because the phone number is out of service or rings busy constantly.

I currently have two contacts from the same customer for the same job and I'm patiently waiting for Thumbtack to automatically refund the second fee.

I also noticed several other users in my log that were not refunded who made multiple requests which I didn't catch but these of course are outside of the 30-day window..

The most prolific multiple requestor contacted me three times in the same morning and Thumbtack had the audacity to tell me the third lead was "free". No, it wasn't free, I already paid for him twice. I called him and politely asked him to stop. He said he wasn't receiving my replies (not the first time I've been informed by users of this issue). So I scheduled time to assist him and sure enough, he cancelled on me the next day.

This system needs significant improvement.

I also discovered this gem: