Intro
Disputes happen when a Customer is not completely satisfied with a service. When you receive a Dispute you may have some questions. This article has the most commonly asked questions by Pros.
Q&A
When should I report a problem?
You should report a problem if there is anything on the property that prohibits you from fully completing the job (property obstruction) or if there is any issue that arises while at the property. If you are not sure whether or not to report something, go ahead and report it.
It is also important to report the issue as quickly as possible so we can let the Customer know what's going on with their property.
What if I'm unable to complete the Customer's service?
Don't attempt to do any work.
Don't mark the job complete.
Report the issue in the app as either an Obstruction or Access Issue.
Always remember to take pictures of any issues so we can have a better idea as to how to instruct the Customer to prepare their lawn for service.
What if I'm unable to return to fix an issue?
If you feel the return request is invalid and is not included in the Customer's subscription, contact Support and let us know so we can review your return request.
If there was an obstruction at the property and you reported it, you will still have to return once the Customer removes the obstruction. If you did not report it, please be sure to do so the next time.
Failure to return and address the Customer's issue will result in the following.
- Having your full pay pulled
- Negative impact on your rating
- Losing the property
Do I have to return on the same day I receive the Return Request?
You can choose to schedule a return for the same day, or you can select Show Next 2 Days when accepting the return request to give you a little more time to get back out to the property.
How long do I have to respond to a Return Request?
You have 24 hours to respond or the dispute will expire.
If the dispute expires, your payment will be automatically deducted for that service.
What if the payout is too low for the job?
It is important to us that you are compensated fairly. If you feel the payout is too low you can request to drop the property.
If this is your first time servicing the property, we ask that you complete the first service before requesting to drop the property so the Customer doesn't experience a disruption in service.
Will I receive an additional payout for returning?
Yes! You will receive a $15 trip fee if the return visit is scheduled on the same day and $10 if it is scheduled the next day. However, you will not receive a trip fee if the return visit is scheduled past the next day.
Do I have to take photos when I return?
Yes, photos must be submitted on a return request or the app will not let you mark the return complete.
- A $15 Trip Fee will be given if the Fix is made on the same day.
- A $10 Trip Fee will be given if the Fix is made on the following day.
- There will be no Trip Fee if the Fix is completed after the second day.
|