Thumbtack needs to figure out a few things

julianmylesphoto

I am a top pro as a photographer in Cincinnati. I had a potential lead enter the wrong city for their gig. I requested a credit refund, and thumbtack told me it was my job to message the customer to fix THEIR inquiry in order to receive my credit back. Is this how you treat top pros who spend thousands of dollars Per month with you guys?

Thumbtack needs to figure out how to assist pros when the potential client makes a mistake with their inquiry? It should not be my job to get them to adjust the listing/gig if they have entered wrong information. If they don't, then I don't qualify for a refund or credit? Ridiculous

DustiO

@julianmylesphoto I am sorry about this situation, I am sure it is really frustrating. We have made a lot of improvements to our refund process and policy recently, so I am especially sorry that you still had a frustrating experience! We now have a direct email address for refund disputes — refunddisputes@thumbtack.com — have you already tried that? I took a look and it is most likely because there isn't any evidence within the conversation that the customer put the wrong location. Did you chat with them over the phone or text? If you texted you could send a screenshot of that conversation to that email address. Let me know if you already tried that. Thank you!