Why should I have to pay for ghost customers?

Hi @LNN , welcome to the Community. I understand why it can be frustrating to pay for a lead and then not hear anything back from the customer.

One thing worth knowing is that Thumbtack Numbers help keep calls and texts between Pros and customers connected to the lead. That communication history also helps Thumbtack determine when certain refund protections apply.

For example, if a customer is completely unresponsive and doesn't engage with any Pro on their project within 72 hours, the lead may qualify for an automatic refund when the eligibility requirements are met. There are some additional requirements, including responding promptly and keeping the conversation through Thumbtack, so not every customer who stops responding will qualify.

For any specific lead, I'd recommend checking the lead details and refund eligibility in your account. If something doesn't look right, you can also submit the lead for review.

I also hear your broader point about paying for leads where there ends up being very little customer engagement. I'll include that context as we're continuing to surface Community feedback around the lead and customer experience.