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Refund refusals on no-hires

Active Community Member
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We've all had the situation happen to us and it's very frustrating. You go back and forth with the client only to have them say, 'no thanks, we're having a friend do it for free ' To me it communicates that they never had any intention of hiring anyone but just wanted to 'see' what free information they could get from the professionals while we pay to educate them. And when we bring it to Thumbtack's attention, of course there is no refund offered. Why does TT think this is ok?
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Re: Refund refusals on no-hires

Community Manager
Community Manager
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@needsmorecoffee what you pay for is the initial interaction, not the hire. We get you connected to the customer, but it's up to you to seal the deal and win the job! I do, however, hear how situations like this can be frustrating. I'm more than happy to take a second look into this situation and give you further clarification. Just send me a private message with the name of the customer and we can get started. 

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Re: Refund refusals on no-hires

Active Community Member
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Thank you Meckell, I will do so☺️
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Re: Refund refusals on no-hires

Active Community Member
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... however, when I click on your image or the three dots next to you I have no option to p.m. you. I'm sorry I'm just not seeing how I can do that? Please advise. Thanks.
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Re: Refund refusals on no-hires

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@needsmorecoffee to send a direct message you'll need to click on that person's picture, view profile, and then the direct message button.

Give me a 'Kudo' if you find this post helpful or mark 'Best Answer' if it answers your question.
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Re: Requesting refunds

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You are not alone. This very thing happens to me 4 times a day at 50+. No phone # no reply is not a lead to me. These leads are pushed to me also I never get a chance to really bid. I agree with you it should equal a no response reply.
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Difficult Customer and out of state Customers

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What is our cancellation policicy?  I sent a draft to a customer, she did not like it, normally I request a deposit.  However, in an attempt to get more customers I lowered the price and did not request the non-refundable deposit.  She was a difficult customer and after the first edit she had multiple changes she wanted, she sent me examples, when I asked her the name of the font, she never responded.  I called her and she told me she was doing it her self.  

Please refund my fee for this customer Amy M. Knoxville , TN

I have additional text on my on phone in addition to the ones in Thumbtack.

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Re: Difficult Customer and out of state Customers

Community Manager
Community Manager
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@jcarter613 Based on the conversation I'm seeing in the Thumbtack messenger, this doesn't qualify for a refund. You and the customer had an interaction, and that's what you're paying for. I'm happy to look into this situation deeper though. Will you send me a private message with a screenshot of the text messages between you and the customer?
 

Be sure to check out our refund policy and let me know if you have any questions about it.

 

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Hi, I'm Rosa Lagos, today I made a payment from two customers who do not accept, I need a refund, I

Community Newcomer
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Hi, I'm Rosa Lagos, today I made a payment from two customers who do not accept, I need a refund, I can not pay for a client who accepts.
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Re: Hi, I'm Rosa Lagos, today I made a payment from two customers who do not accept, I need a ref...

Community Manager
Community Manager
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@Rosa how it works is you're charged to get connected with a customer, even if it doesn't result in a job. Be sure to check out our refund policy and if you feel that these leads qualify for a refund, follow these steps to dispute that charge. 

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