@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!
Thumbtack's 'Price Assurance' blurb states...
On the face of it this seems fair. However upon closer examination Thumbtack's Price Assurance has two caveats for eligibility, namely...
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...
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?
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.
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.
@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.
@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.
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.
DJ Stevie 11-7-2019