How to report problems about jobs?

If you encounter any problems during the process of taking the jobs, or if you want to apply for refund of credits used for making quotations, please use the Report abuse button on the chatroom of the job.  In this way, we will know which job and customer are the problems related.  Our customer service officers will review the case quickly after receiving your report. 

We will explain the following in this article:

• How to apply for refund of credits used for making quotations?
• What are the conditions for making a report on problems?

Irrespective of the quotation methods, if you encounter the following problems, you can apply for refund of credits. Please go to the relevant job, choose Report Problems to make an application.

1. Incorrect customers contact information: incorrect telephone number or email of customers
2. Suspected recruitment action of customers: e.g. to post requests for moving workers, or recruiting employees for own moving company
3. Suspected advertisement: e.g. a personal training selling weight loss products or other products
4. Inaccurate job content: e.g. posting a job for piano teacher but looking for a cello teacher
5. Tapping into the price information of other pros:  e.g. a Pro of the same service category submitting a job request in order to get information on service content and pricing of other pros

If you encounter situations in 1 to 5 above, please go to the Job Message of the relevant jobs to report the problems within 30 days after making a quotation.  Choose the problem type and fill in the reasons, our customer service officers will review the job quickly.

👉We can refund the credits for the following condition when using Manual Quotation:

1. If your quotation has not been read by the customer within 4 hours, and you have not obtained the contact information of the customer, we will refund the credits automatically.  In this case, the system will not deduct the credits.  You do not have to worry.  You do not have to make a report nor submit a refund request. 

👉We can refund the credits for the following condition when using Promotion Service or Guaranteed Reply:

1. Customer using canned ／pre-set messages in a reply: If the customer uses Reject canned ／pre-set messages, such as ”No, thanks. ”  You do not have to worry.  The system will not charge the credits and you do not have to make a report nor submit a refund request.
2. If the customer inputs messages  ”No, thanks. ”  on his own, and shows no intention to discuss in the very first instance, you can go to Report Problem of the relevant job and make a report. 

👉Please note that all refunds will be in the form of credits, and the credits cannot be converted into cash for a refund.

We cannot refund the credits in the following conditions:

1. You cannot contact the customer:  If the customer does not respond to your message, you should contact the customer via phone.  All customer phone numbers have been verified and confirmed to be valid.  If the customer does not answer your call, it could be that the customer has already contacted or hired other pros, thus no longer consider other pros.  Since the job is a real one, we will not make a refund.
2. Job of customer already handled:  Since customers will have more than one pros for choice, the making of a deal really depends on the skills of the pro.  PRO360 will limit the number of pros to no more than 5 for each job so as to strike a balance, and to avoid over competition.  If customers have already chosen other pros, then we will not make a refund. (However, the situation will be different if a pro uses the Promotion Service of Auto Quotation, or Guaranteed Reply under Manual Quotation.  If the customer sends you a reply saying “No, thanks“ or “I have found other pros“, we will make a refund of the credits.)
3. Customer closes the job request: If the customer closes the job request, quotations will no longer be accepted.  However, before the job is closed, the customer is still looking for pors.  Therefore, if a quotation is made before the customer closes the job request, we cannot make a refund. 
4. Refund requests submitted over 30 days after making quotation: For jobs with quotation submitted over 30 days, we cannot make a refund.

Go and read “FAQ on quote fee refund”>>