The refund process is maddening at times...

Matt

Sometimes Thumbtack gives me free leads for various things that I do, recently a lead came through and it was a free lead to me. I was able to convert the lead (awesome!), we were texting, and even had a couple calls on the phone. Things were progressing just fine, but for some reason my client couldn't find our conversation, and reached out again on Thumbtack, creating a "new" lead. I was charged for this one, and I was like, this is a slam dunk for a refund, being its a duplicate, and he mentioned the exact same things in the lead as the project we were working on.

I submitted a request for a refund, with the reason being a duplicate of the same job. I was rejected, I appealed, and was rejected again on the basis that I never paid for the first one, therefore the second one was a "new paid lead". So if I would have paid for the first lead, it would have been a refunded, but because they gave me a free one, I have to pay for the duplicate.

Not sure how this makes any sense at all, I provided all screenshots, conversations, phone numbers and they acknowledged it was the same job, it was just that I didn't pay for the first that I am responsible for paying the second. 😐️

DustiO

@Matt Sorry to hear about this — that definitely sounds frustrating. We normally can’t help with refunds in the Community, but since this is a bit of a unique case, I reached out to the team to see if they might reconsider it.

My guess is that it may have been denied because it doesn’t fully appear as a duplicate lead. It looks like the customer created a new account before reaching out the second time and changed one of the job parameters.

I’ll let you know as soon as I hear back from the team!

CC: @ArvinC

Matt

thank you I appreciate it. Here is a copy of the emailed reason. What’s interesting is they consider a “significant amount of time” to be February 16th - March 7th. I thought it was supposed to be 45 days to be considered a duplicate?