I am an attorney and had a request for a type of legal services that I do not provide. I declined the request several days ago but the customer has now sent a follow-up message with a question. I have 2 separate questions/suggestions: 1. Is there a way to "un-decline"? At this point, I don't know that I'd pay for the lead just to respond to the customer's question but I don't like the idea that a question is sitting out there without any ability to address it. The customer may think I am ignoring them. 2. Has there been any thought given to allowing a short explanation when declining a request? I understand this could circumvent the "pay for contact" model but I have to decline far more leads than I reply to for reasons that, if a customer knew, could help them re-submit their request or take other steps to increase the likelihood of response (including from me).
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As an attorney, I often receive inquiries that have little detail or that are simply seeking an answer to a question and therefore are "unquotable." Other times, the person is out of state and I have to decline for licensing reasons. Yesterday, I declined a request without replying because the person just wanted an answer to a question. Shortly thereafter, the prospective customer was able to mark me as hired and give me a 1-star review because I didn't answer his question. Honestly, I have no idea how Thumbtack could even allow this to happen. For one, a customer should not be able to unilaterally hire a pro when the pro has not paid for the lead or otherwise replied. Second, even if there a reason why this is allowed, the customer should not be able to give a review. In fact, both of my under 5-star reviews came from customers that never hired me or otherwise spoke to me. This really needs to be resolved.
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