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.
@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.
@HandyBam I'm sorry to hear that lead didn't get back to you. One big thing to remember is that how quickly pros reply will have a direct impact on customer responsiveness. When compared to responding after 2 hours or more, if a pro responds in one hour they are 20% more likely to hear back from the customer, and 50% more likely when within 5 minutes. Right now I see that your average response time is just over 20 hours, so working to cut that down should be a big help.
Also, note that there’s no extra charge for following up with customers as much as you need, so you can reach out again and let the customer know you’re still interested in their project.
As for the statement that Thumbtack creates leads. I can assure you with the utmost certainty that this is not something we do at Thumbtack.