@Outrunmehaha Responding quickly to customers is key to being successful on Thumbtack. Also, remember for a lead to qualify for Price Assurance we need to see that you have responded to the customer within 4 hours. We are happy to look at these situations on a case-to-case, feel free to read over our refunds policy to learn more. https://help.thumbtack.com/article/refunds.
@AndrewCasanave unread refunds is a huge step in the right direction for Thumbtack to be able to help our professionals with targeted customers that may not be the best of quality. As long as you respond quickly, the customer’s request meets your preferences, and they do not view your message within 48 hours we will issue the refund. If the customer does view your message within that 48 hours, we see that as the customer still being engaged with the project and you have the opportunity to win that job, and will not issue a refund.
@HMSPros We can’t refund if the customer doesn’t respond. However, If the customer doesn’t view your leads, you're automatically credited. Our system waits 48hrs to see if a customer views your message, then the credit is issued automatically within the next 24-48 hrs. So you should have your refund within 3-4 days of the time you sent your message. You can check if it's been viewed in the inbox/messages tab underneath your message. If the customer has viewed your message you’ll see a “read” indicator.
@WillC In a recent post you said "We can’t refund if the customer doesn’t respond. However, If the customer doesn’t view your leads, you're automatically credited." Does that mean the system technically cannot tell if a lead responded and thus this is the reason that you can't refund? We are all looking for a bit more detail here in that is this a technical limitation of the system or is it a business decision that TT has made? If this is a business decision, can you provide some insight into why this choice makes the most sense to all parties involved vs. refunding (or crediting) if the lead does not respond? Thanks in advance.
@MR Happy to clarify - we do know in our system whether a customer has not responded. What we don't know is why they choose not to respond. They may have already hired another pro, or perhaps they read a pro's response and decided they weren't a good match for their job. We unfortunately don't have a black and white way to know whether the pro had a chance to win the job in these cases, but we do know that if the customer doesn't even view a pro's response, they never had a chance. That case is very clear, and we don't think you should pay for that.