When a pro identifies a new case, he must pay the contact fee before making a standard 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.
Whether you are using Standard Quote or Promotion Service, you will only be charged a contact fee when the customer replies, indicating that you have successfully obtained this lead.
If any of the situations listed below occur, you may report them to the customer service team to request a refund. To be eligible, the issue must be reported within 30 days of the job date. Requests submitted after 30 days will not be accepted. Our customer service team will review your case and arrange a refund if it meets the refund criteria.
1. Wrong customer’s contact information: including phone number and email address.
Messages → choose problematic case → report issue → 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.
Messages → choose problematic case → report issue → 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.
Messages → choose problematic case → report issue → 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.
Messages → choose problematic case → report issue → 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.
Messages → choose problematic case → report issue.
PRO360 customer service team will arrange a refund to the pro immediately and terminate that customer’s account.
No Refunds Will Be Issued in the Following Situations:
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You have obtained the customer’s contact information but are unable to reach them.
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The customer states that their request has already been resolved.
If you have obtained the customer’s contact information but cannot reach them, or if after calling, the customer indicates that the case has already been resolved, they have found another pro, or they have closed the request, we will not process a refund.
PRO360 provides you with potential leads, and at the time the customer submitted their request, it was a genuine need. We recommend that you keep the customer’s information for follow-up, marketing, and promotional purposes.
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