The following aims to outline under which circumstances returns will be issued:
Invalid phone number or email address
We do our best to verify our customers’ phone numbers and email addresses, but if they are invalid or disconnected, let us know, and we’ll do our best to confirm your request. When submitting your request, explain why you believe the contact details are invalid.
Please note that we can’t guarantee that customers will answer or reply to you. Failure to answer a phone call or reply to messages doesn’t mean the phone number or email address is invalid.
The customer wasn’t looking for the service requested
On occasion, a request may turn out to be erroneous or disingenuous. Some examples of this could be that the requester is under 18 years of age or looking for free services. Additionally, it could be that the request was made by someone else using their contact details without permission or consent.
Please note that if a customer has hired someone else or simply changes their mind and is no longer interested in moving forward with any professional, that is not a valid reason for requesting a return.
Lead contained incorrect information
When the customer submitted the request, the information was either inaccurate or inadequate. Examples of this are requests that were in the wrong service category or included misleading information, such as location.
Please note that if a customer has changed the scope of their project after speaking with professionals, that is not a valid reason for requesting a return.
The customer misused the platform
The request was an attempt at phishing for seller information, created by a bot, a competitor testing the platform, or the customer was looking for employment and didn’t make this clear in the request.
You made an error when purchasing the customer’s request
Accidents happen, and we acknowledge that occasionally, you may mistakenly purchase a lead. We will only return credits in these instances if your account is in good standing and we can verify that this was an isolated incident.
Please note, there is a limit to the number of times we can return for this reason, so please take extra care when navigating your 'Leads' page and your emails. You can always click the 'Not interested' button on a lead, and we will politely inform the buyer on your behalf that you are not able to help them with a particular request.
Here you can see examples of why your request may be unsuccessful.
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