Confused on how someone can decline a lead - I do not mean pass on an opportunity.....

beachscribe

I responded to a lead last evening. The person selected 4 Pros and I am the only one who responded which is very strange. I wasted my money because it was a calligraphy job for 6 envelopes and 12 place cards for "maybe" April of 2027. You just can't make this stuff up! 😡 I put in for a refund which I probably will not get.

I checked the other Pros he chose (or did the computer select the pros???)😓 Anyway 2 never even responded and 1 declined the lead? What is that about? Does that person not have to pay for the lead since he/she declined the lead? I need to know more about this. I get so many leads from clear across the country (I have my state next to my title. I really want to know if these people can read or is the computer program at Thumbtack just selecting Pros for them? If that is the case, then it is wrong!

So again….tell me about "declining" a lead and I am not talking about passing on opportunities. 🤷‍♂️

ArvinC

Hello @beachscribe , I think what you were seeing in the lead insights is that one of the other pros likely received this as a partial match lead, which works differently from a standard lead.
With partial match leads, pros can choose to “decline” the request at no charge because the job falls outside their targeting preferences. Standard leads do not have that same decline option, which is why it appeared differently in your account.

Based on what you shared about the project being for only 6 envelopes and 12 place cards, I would definitely recommend keeping your refund request open for review, especially if smaller quantity projects are not enabled in your preferences. That is exactly the kind of context the team looks at when reviewing whether a lead matched your settings.

And to your question about customers selecting pros, customers do choose who to contact, but Thumbtack may also recommend pros based on profile relevance and matching technology. That can sometimes result in requests that feel outside your ideal fit or service area.