When a pro identifies a new case, he must pay the quotation fee before making a manual quote. If the customer doesn’t read the quotation within 48 hours, or pro cannot get the customer’s contact, PRO360 will refund the quotation fee to pro.
Besides, if the following situations happen, the pro should report the case to the PRO360 customer service team. Our customer service team will review and arrange a refund if the pro notifies the problematic issue within 30 days. But if it exceeds 30 days, no refund will be applied.
1. Wrong customer’s contact information: including phone number and email address.
Message → choose problematic case → report case → wrong customer information
No refund will be applied if the customer’s contact information is correct, but the pro cannot reach the customer. Please be reminded that when a customer submits his request, PRO360 will verify his phone number. If a customer chooses to share his phone number with the pro but cannot reach the customer, there is a chance that the customer may reject the call from an unknown caller. PRO360 suggests the pro contact the customer via email or message.
2. Recruitment: if you see a customer submits a request similar to his industry, this customer may use the PRO360 platform to recruit. Please report this case to PRO360 immediately.
Message → choose problematic case → report case → suspected recruitment.
PRO360 customer service team will arrange a refund to the pro immediately and terminate that customer’s account.
3. Suspected advertisement: for example, if you see a “personal trainer” pro posts dietary supplement information or promotes a dietary supplement, please report this case.
Message → choose problematic case → report case → suspected advertisement.
PRO360 customer service team will arrange a refund to the pro immediately and terminate that customer’s account.
4. Wrong information for submission: For example, in the customer’s request, a customer posts a request for a piano lesson but is looking for a cello lesson. Please report this case if you see it.
Message → choose problematic case → report case → wrong information for submission.
PRO360 customer service team will arrange a refund to the pro immediately. If the pro can provide any supporting information such as screen captures or documents, it will certainly speed up the customer service team’s investigation.
5. Price check from other platforms: please report to us if you identify anyone / any company who wants to check pro’s service price.
Message → choose problematic case → report case.
PRO360 customer service team will arrange a refund to the pro immediately and terminate that customer’s account.
6. Customers read quotation but cannot be reached: this request might be expired as the customers may already identify another pro from other this / other platforms.
7. The customer reads the quote, calls the pro, and indicates the case is solved: The customer confirms with the pro and closes the case. In this case, no refund will be arranged.
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