Filter by message states (for user id: -1, login: Anonymous):
results: 6
topic id 32826: Raising prices but do not state what the prices are!!!!!
topic id 33199: IDEA- Integrity & Balance by Customers & Pros
topic id 32384: Private Chef/Catering Pricing
topic id 26197: Paying twice for the same lead
topic id 25265: Make pro pricing and rates more upfront for customers
topic id 24883: Filtering out customers with certain budgets based on pro preferences
jcp
Community Veteran

Re: Introducing Price Assurance!

@ChefOfAllSeason  well I shall let you know when I call today!  It's never been so in the past.  I had a customer last week who's budget was $400 but had to click the $400-$700 option.  My shown estimate was $500.  No refund allowed because it was within the $400-$700 budget they clicked.  I have mentioned to TT that they are too black and white on refunds and do not take a case by case evaluation.  And it is always considered that "courtsey refund".   It's not.  It's a case evaluation and determination that a refund would be "the right thing to do".   Ok - no more responding on TT this week.  I see all these messages and it is upsetting and I want to have a positive week!  Good luck everyone!   Have a fantastic week no matter what! 

Lar
Community Veteran

Why do Price Assurance Refunds only apply to Exact Match Leads?

Thumbtack's 'Price Assurance' blurb states...

  • Unread refunds. If the customer doesn’t look at your first message within 48 hours, you never really had a shot at the job. So we automatically credit the cost of the lead back to your Thumbtack balance. Look for “Read” under the messages you sent. These read receipts show you the most recent message the customer saw. 

On the face of it this seems fair. However upon closer examination Thumbtack's Price Assurance has two caveats for eligibility, namely...

  1. Only Pro's with 'targetting' enabled are eligible for Price Assurance refunds.

  2. Only Leads that are an 'exact match' are eligible for Price Assurance refunds. 

So, a Pro with targetting enabled who receives a Lead that is a 'partial match' may not be eligible for a refund.

Consider then the following scenario...

  • A Lead reaches out to a Pro. The Pro has targetting enabled but the parameters of the Lead's request do not match the Pro's targetting preferences. Thumbtack considers this type of Lead to be a partial match.

  • Because the Lead is a partial match the Pro can choose to either Accept or Decline the Lead.

  • The Pro accepts the lead (within 4 hours), they pay Thumbtack a fee for the lead and they send the Lead a message. This message is the Pro's FIRST message to the Lead.

  • The Lead doesn't read the Pro's message within 48 hours.

In this scenario would the Pro be entitled to a Price Assurance refund? If not, then why not?

 

Thumbtack assert that...

'If the customer doesn’t look at your first message within 48 hours, you never really had a shot at the job'

Surely this assertion holds true regardless of whether a lead is an exact match or a partial match. The assertion is also true regardless of whether a Pro has targetting enabled or not.

If that's the case then why are leads that are 'partial matches' excluded from Price Assurance refunds?

Likewise, why are Pros who don't have 'targetting' enabled excluded from Price Assurance refunds? 

Regards,
Laurence.

Moderator Meckell
Moderator

Re: Why do Price Assurance Refunds only apply to Exact Match Leads?

Thanks for your feedback on this @Lar. You're right, price assurance covers leads that exactly match your targeting preferences, as long as you respond within four business hours. It doesn’t cover leads that only partially match your preferences or any open opportunities you express interest in. That’s because you opt into those jobs after seeing the details. Price Assurance is our way of having your back on the leads you pay for automatically.
 

Give me a 'Kudo' if you find this post helpful or mark 'Accept as Solution' if it answers your question.
0 Kudos
Lar
Community Veteran

Re: Why do Price Assurance Refunds only apply to Exact Match Leads?

Thanks for the reply @Meckell.

@Meckell, you say that the reason Price Assurance doesn't apply to 'partial matches' is because Pros opt into those Jobs after seeing the details.

My question to you is, why is 'opting in' and 'seeing the job details' even a reason for exclusion from Price Assurance?

We can hopefully agree that when a Pro decides to pay for a 'partial match' Lead they do so with the expectation that they have a real shot of winning the Job.

We can also hopefully agree that when a Lead doesn't read the Pro's first message within 48 hours then by Thumbtack's measure the Pro had no real shot of winning the Job.

Refusing to refund a Pro for a Lead when Thumbtack subsequently determine the Pro had no real shot of winning that Job seems quite wrong.

I hope that Thumbtack rethink their Price Assurance policy to make it fairer to all Pros. Thumbtack need to do a far better job of protecting Pros from Leads they have no real shot of winning. 


Regards,
Laurence.

ChefOfAllSeason
Community Veteran

Re: Why do Price Assurance Refunds only apply to Exact Match Leads?

@Lar You are absolutely right. We are all entitled to an explanation why a partial match lead has no "Price Assurance" protection. My money is just as green for any matched lead I pay. 

Highlighted
Lar
Community Veteran

Re: Why do Price Assurance Refunds only apply to Exact Match Leads?

@ChefOfAllSeason, I would indeed like a full and informed explanation from Thumbtack, however I don't believe one will be forthcoming.

Regards,
Laurence

Moderator Kameron
Moderator

Re: Why do Price Assurance Refunds only apply to Exact Match Leads?

@Lar @ChefOfAllSeason In Meckell's last response she gave the reasoning for partial matches not being included for unread refunds.

I'll remind you to please see our new updated Community Code of Conduct. Section #2 in particular. "We do our best to answer questions quickly and with as much detail as possible. If your question has been addressed, please accept the answer in good faith and move on."

At this point, we've addressed your question to our fullest extent and knowledge and won't be discussing it further. 

0 Kudos
Lar
Community Veteran

Re: Why do Price Assurance Refunds only apply to Exact Match Leads?

@Kameron, I did see @Meckell's reply and her answer, for which I thanked her.

I made a post in reply to @Meckell in which I asked her a direct question related to her answer. My question was...

"...why is 'opting in' and 'seeing the job details' even a reason for exclusion from Price Assurance?"

In that same post I described at length my reason for asking that follow up question.

Thank you @Kameron for taking the time to remind me of the Thumbtack forum code of conduct. 

As quoted by yourself @Kameron, "If your question has been addressed, please accept the answer in good faith and move on."

My question, "...why is 'opting in' and 'seeing the job details' even a reason for exclusion from Price Assurance?", has not as yet been addressed or answered. When it has then rest assured I will accept the answer in good faith and move on.

Regards,
Laurence.

DJStevie
Community Expert

Re: Why do Price Assurance Refunds only apply to Exact Match Leads?

@Lar 

I hope that it's ok for me to chime in here as I have an example to share.

The other day,  a "customer" asked for my availability. It wasn't an "exact match", as customer checked off a fog machine in their preferences. I don't offer fog or bubble machines for various reasons, one being that accidents happen.

Lead cost was $42, and after reading Price Assurance again, and chatting with a rep via email, I found this lead not to be "exact", and was told by rep that it wouldn't be guaranteed via Price Assurance policy. So I declined it because if customer ghosted me, I wouldn't be refunded this very high lead cost.

Question to @Meckell and @Kameron, will Price Assurance be expanded to help Pros, if we accept these leads, such as I received the other day.

DJ Stevie 11-7-2019

0 Kudos
jcp
Community Veteran

Re: Why do Price Assurance Refunds only apply to Exact Match Leads?

- just read your post. What is so disheartening about what I read was the cost of a lead for you. $42. sad. I really appreciate that - after 15+ months since changing the format - and many of us Pros losing a lot of money - and the triple cost increase being beyond comprehension - that a step towards adjustments has finally been made. However, the main problem and complaint is not being dealt with. Triple cost in leads. I’ll say again - Triple Cost In Leads. I bet before Promote you never saw a lead that cost $42 right? I couldn’t even look at My last 4 week insight report. Seriously. Made me sick. My concern is not just for me - but all these Pros out there with small businesses who are trying to get ahead in the world and provide for their families or simply survive. $42 a lead? I can relate. I am attending the Los Angeles Thumbtack event tonight and this will be the top of my list to speak up about. I truly suggest that TT pull statistics and look and track actual pros statistics over the last few years. Before Promote and after. I’ve done it. The numbers don’t lie. The triple price has had a major impact on this platform for us Pros. Price Assurance helps - but lead costing $42 will not sustain for long term loyalty or success for individuals Pros on this site. What has been so noticeable is the amount of new pros in my category. And the drop off of pros with with a lot of hires or reviews. Better for me right? No. I believe I’m now getting under bid. So far this week - I have yet to get a lead. Zero.

Finally - when I google TT in my area for videographer, google shows Thumbtack “cheap videographers in your area”. So - what message does that send to the public? Cheap? Amazing choice of words.

Adjust the triple price. Not one Pro should be paying $42 a lead.