Handling a Return Request

Intro

If a customer rates a service below 4, they have the option to request issue correction. In such cases, you will receive a Return Request. 

Before You Begin

• Make sure that you have either the LawnStarter or Lawn Love Pro app.

Select Inquiries & Disputes

• On the Task Dashboard when you open the app, select the Inquiries & Disputes option.
• Select the Respond button next to the return request from your customer.
  • You have 48 hours to respond to a fix request. If the window expires, 50% of the proportional credit amount will be deducted from your payout for that job.

Accepting a  Return Request

• A screen will show the reason for the return request and the area of the yard that needs to be addressed, select the Next button at the bottom of the screen.
  • Confirm if you can return to the property for the fix. Benefits of returning include receiving a Trip Fee, keeping the full payout, and removal of a negative review.
• If you can return, select Yes at the bottom to schedule the return visit. You'll receive a flat $15 Fix-It-Fast bonus on top of your original payout once the return is complete.
  • If you select Yes.
    •  You can schedule a return for Today or tomorrow.  If neither of those days works, select Show Next 2 Days to give you a little more time to go back out to the property. 
    • You can return to the screen within the first two days by selecting Show Previous 2 Days.
    • After you select a date, select Confirm, and a confirmation screen shows you the date selected to return.
    • Photos are required on return visits. The app will block you from closing the job without at least one after-photo. With a photo, you keep the full $15. With no photo, $7 is deducted.
  • If you select No, see the process under Declining a Return Request.
• Select OK at the bottom to add the return visit to your and your customer's schedule,

Declining a Return Request

• If you are not able to return, select No. 
  • A screen explaining that 50% of the proportional credit amount (between 15-40% of the job price) will be deducted from your original payout. The platform will cover the other 50%. 
  • You remain on the customer's schedule for their future visits, even if you decline the return request or let the window expire. 
• If you can't return to complete the job, choose Yes to confirm you'd like to decline.