I have a suggestion for the refund policy. The pro should be refunded if all these conditions are met:
1. Lead uses the presets "Whats your availability" , "Can you give me an estimate" etc and no other response
2. The Pro responds within 5 mins
3. The Pro does Follow ups once a day
4. The Lead does not respond for 7 days
This seems fair for the Pro and TT.
I like this idea, but I would give it 5 days for a lead to respond, instead of 7. In my business, I could have someone waiting for me to reply or wants to book the same date as a customer that keeps us waiting.
@ChefOfAllSeason is it the customer's first response or interaction with you? Did they reach out to you through search results prior to saying that or is that their response when you sent them a quote through the Jobs tab?
@Meckell : "I am going another route" means no, no thanks in the common usage of English. Are you saying that because the word "no" is not used in that sentence, then I would be charged for the lead? They both mean the same thing. BTW- disputing anything with support is a long and timely process. Please tell us with a direct yes or no if Thumbtack defines "going another route" as different than "no".
@ChefOfAllSeason I agree that "I am going another route" is a no and would, therefore, qualify for a refund (if you're charged.) However, each situation can be unique, so if you're charged for something along those lines, I encourage you to dispute the charge or reach out to us so we can have a conversation with you about it.