@Kim39 it sounds like you're referring to unread refunds under our new Price Assurance. Unread refunds are for when a customer reaches out who exactly matches your preferences. You respond within 4 hours Business hours (between 8am - 8pm local time). But if the customer doesn’t even look at your message within 48 hours, you never really had a shot at the job. So we’ll automatically refund you the price of that lead. The refund is NOT based on whether or not they respond. To learn more you can read our recent announcement on Price Assurance.
I think if we pay for a lead we should immediately be given their contact information instead of relying on TT as the middle man. Many of my exact matches fail to follow the TT protocol and miss my communications....until I BEG them to text or write me directly to firm up details on the job.
I have had $451 in "no response" leads in the past couple months. I was not aware of the 30 day refund policy and unfortunately customer service did not refund a single penny back to me. Is there anything that can be done. At this point I will have to move to a competitor if Thumbtack is unwilling to make it right. I am a 5 star Pro and am too busy most days to review all "no response' leads and file for a refund. My busy season is over and now have time and can't get anyone to help out.
@gregvanham non-responsive customers are not something we refund for, however, if you're targeting and have a perfect match customer who doesn't view your quote within 48 hours, you'll be refunded. Please check out this article with more info on our refund policy and let us know if you have any questions!