Problems With Lead Refunds
I am having significant problems with my requests for lead refunds.
A recent one was exceptionally frustrating. I received a lead request from a client who canceled within 5 minutes of her request. I tried to immediately respond, but she had already canceled before I even finished reading it. I could not send a message and I could not call her. I could also not decline the request and it sat in my Leads tab for over a week. A representative was finally able to decline it for me and told me to request the refund. She also said that I would not be penalized for the amount of time that it took to respond because the request had been immediately canceled by the customer. I followed the instructions given to me by the Premium representative and then I received a DECLINE for my refund! When I opened up the Lead, it showed the decline, but then asked me "Why I declined the Lead!" What happened to the CANCELED that was placed on the request by the customer? Why was I declined the refund? There are also several others with refund requests that are clearly following Thumbtack protocols and then denied. Can anyone offer any advice? Are there any other Pro's going through this? I have been with Thumbtack for over 8 years. I need help.......😕
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