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Refunds for targeted leads that conflict with my Thumbtack calendar.

Community Regular
Best Answer

Last week and this week I blocked off days on my Thumbtack calendar because I have a project to finish and I will be traveling.  However, Thumbtack is continuing to send me targeted leads that are pre-paid.  I have requested refunds and my requests are regularly rejected.

 

On the Thumbtack calendar, it specifically says Pros will not be charged or sent targeted leads on the days their calendar is blocked off.

 

What can I do?  These leads need to be refunded.

*title edited by moderator on 2/12/2020 for clarity*

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Re: Refunds for targeted leads.

Community Manager
Community Manager
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Hi @smishra. We definitely want to look into this further and see what we can do to help. Go ahead and give our customer support team a call at 800-948-2034 and they'd be more than happy to help! 

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Re: Refunds for targeted leads.

Community Regular
Best Answer

This happened to me when they first started promoting using the calendar.  They do it in a way that is completely misleading.  You can block off your calendar and you will not receive leads if the customer requests your service on the specific day you have blocked off.  IF they submit a request and it is for any other day, even if the request happens on the days you have blocked off, you still receive the lead, pay for it AND no, they will not refund you for it.  

Basically, if you don't want to receive leads at any specific time, you have to pause promoting the service not block off your calendar.  I learned that the hard way.  

Hope that helps!  

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Re: Refunds for targeted leads.

Community Veteran
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@smishra If I may ask... from whom did you request the refunds? Was it the Support Team?

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Re: Refunds for targeted leads.

Community Regular
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Yes, I called Customer Support and they helped me to get refunds for the leads that were sent to me when I had paused "targetting leads" and for when I had days blocked off on my calendar.  In this instance, Customer Support was very helpful.

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Refunds

Community Newcomer
Best Answer
I am being charged for events that I am not being hired for prior to even interacting with the client!
Incredibly frustrating and expensive!!!
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Re: Refunds

Community Manager
Community Manager
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@slhruzga I want to make sure there isn't any confusion on how Thumbtack works and what you're charged for. What you pay for is the lead and then it's up to you to seal the deal and win the customer over. Learn more about paying for leads here and let me know if you have any questions. 

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Refund for cancelled job

Community Newcomer
Best Answer

I had a lead, which was not correctly entered. Client said her laptop screen was cracked/broken and I responded.  She contacted me and we spoke a couple times for me to get the computer model, etc. But she also told me her real problem was that the screen was very dark and she could not brighten it.  We were about to schedule a time for me to come and check it out, when she called me back and said it had started working on it's own.  So now I had to pay $5.88 and I got NOTHING for the job.  This is my problem with Thumbtack, which may cause me to stop accepting any leads.  I feel we should only have to pay for a lead if it actually generated a job. Then yes, it is only fair that some of that gross income, goes back to Thumbtack, since they provided the lead.

Is there any way I can be refunded this lead fee, in this instance?

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Re: Refund for cancelled job

Community Manager
Community Manager
Best Answer

@QuiGonJohn If you look at our Help Center article, refunds, you'll see that a customer canceling a job is not something that we currently offer refunds for. We understand that situations like these are frustrating and we're happy to take a look into this situation if you'd like. Just give our customer support team a call at 800-948-2034. 

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Pearl R.

Community Newcomer
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She intitated the inquiry by asking for my avaiablity. I don't like that at all. That triggered a Thumbtack charge. I follwed up with some questions of my own and after awhile she responded followed by another question. Then she disappered. The date for the shoot is today. I was NOT hired for this job.

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