@HandyBam response time is not a factor in determining if a lead is refundable. Be sure to check out our refund policy to see what does and doesn't qualify for a refund. At Thumbtack, you pay for that introduction. We introduce you to the customer and it's up to you to seal the deal. However, we understand that it is frustrating when a customer reaches out showing interest and then you don't hear back. We appreciate you voicing your concerns and we'll be sure to pass them along.
This is ans has been the question regarding a policy that requires trust but offers no verication. This is a unsustanible policy for many and is leading to Pros seeking to find work elsewhere. There has long been, an rightfully so, a question about what constitutes a legitimate lead that a Pro would be willing to pay for. This "ghost" lead is a total deal breaker, because as I see it, not to many people will fork over good money for bad leads, or in this case no lead. You can't charge someone for no actual contact with a real person and exspect to build a long term business this way. As it stands now we have a huge number of people who get the referral, so your competiton in huge, and prices for those leads have way increased in recent times, and that's if they even respond back to you.
So...in summing up! We, meaning as large pool of competion, get a lead and respond anyway. We've paid what is now an unresonable amount for this lead, and keep in mind most of us consider contact with a person as he only definition of an actual lead. So as in this example no one gets back to you in any way,shape or form and you're charged for that and told by TT that you're paying for the "lead" regardless of weather you've had an contact with a real human being or not.
We're forced to trust TT that there was an actual person there. The problem with that is that only Thumbtack benefits from such a seemingly unfair policy and that Pros juist have to trust TT about that. I think I can speak for ALL pros when I say that the answer to this problem, certainly from the many Pros who have voiced complaints about the policy, is that only actual human response qualifies as a lead. If they choose to respond to one or more Pros, only a verified contact with email address, phone number, and an exchange of information can constitute a billable lead. Trust but verify!!
I think that's a great place to start from before Thumbtack finds itself with an ever changing group of Pros who will eventually figure out that this policy doesn't pay for them. I'm sure that will still make you money for TT for a time but by then have become toxic with a reputation to match. Let's fix this before that happens! For Thumbtack to survive the people who generate your revenues must thrive as well. Thanks!
Tina I am in the exact same boat! I’ve been trying to get refunded for people reaching out to me then ghosting...how does it make sense that we are the ones who pay for that?? If someone reaches out and then they don’t reply why are we getting punished!?
Here's my suggestion & one that on different threads in these forums has been suggested multiple times by me & other service pros:
The service pro should have the right of first refusal & be able to decline any request & not be automatically charged. I don't care if the date on my calendar is open, meets my preferences, travel area, etc. The way the TT disputed charge system works I would never get a refund again because of the fact the date on my calendar was open, lead met my preferences, etc. There’s no human factor allowed by TT. Mistakes are not allowed! This capitalistic approach that you folks at TT have is wrong on many levels. It’s almost like I’m being told that TT is ALWAYS right & me the service pro who, by the way, is also a TT customer is always WRONG. If I purchased an item at a big box store, on line retailer, etc. & decided that the product I purchased didn’t meet my needs do you think they would tell me “Sorry sir we can’t refund your money because our refund policy states that when you purchased that item it met your needs at the time of purchase & you walked out of the store with that item or accepted our delivery of that item. We are not able to offer you a refund”. Of course not. They would gladly refund my money. That’s what is wrong with the Promote product. There's no room for error. But if I pause Promote, I’m screwed because I won’t get any leads. Why can't TT make this a win win for all involved? The Jobs tab (if you can call it that) is an absolute joke. I haven’t had a lead respond to me via the Jobs tab in almost 5 months now.
@jcp the reason you received that was because @Meckell deleted my post & sent me a private message for violating the Community Guidelines because I wasn't being constructive which I begged to differ with her. Please don't send me the Community Guidelines link again @Meckell I am more than aware of them. It wasn't a very lengthy response to what you posted@jcp In any event if you wish to reach out to me send me a private message. Have a good day!
@jcp The conversation starter questions on Thumbtack are to me very vague to say the least. I've mentioned that in the past. A job poster shouldn't have to ask if you are available or ask for a quote. When they fill out the request they can get the answers to those questions on their own. I suggested this 9 months ago & multiple times since then on many different post discussions since that time. This in my opinion is the only conversation starter question needed “I read your profile & your reviews. I really like what I’ve read. Your reviews are awesome! I would love to speak to you further about my event/job. Please call me at (insert phone number here) or e-mail me at (insert e-mail address here). Thank you”. Not sure where that suggestion is at in the robust feedback system.
Again, I agree with your suggestion!! There should only be 1 starter question, and what you mentioned is a great idea. It will prove to the Pros that "customers" have read our profiles and reviews. As it stands now, we have no idea IF anyone reads our profiles. They are just click happy, just price shopping. Our prices are in our preferences and profiles. It should be matched up with their requests.
As for refunds, I was denied a refund on one "customer" a couple of weeks ago, but decided to email support and see if I can get that refund, along with 3 other refunds for ghosts. I'm just tired of hearing "what's your availability", "what's your estimate", and being charged before knowing who the "customer" is and what event they are hosting..
DJ Stevie 8-12-2019