When a customer disputes a completed job and selects the Fix option in the app, you'll receive a fix request notification. This gives you the chance to return, finish the work, and earn a bonus — instead of having a portion of your payout adjusted.
This applies to Quality disputes and Partial Complete disputes only. No Work Done disputes follow a separate process and won't trigger a fix request.
WHO RECEIVES FIX REQUESTS
Not all Pros are eligible. Here's how it breaks down:
- Gold or Platinum Pros — eligible on any visit
- Silver or Blue Pros — eligible on return visits only, not first visits
- First-visit Silver or Blue Pros — not eligible; your dispute will go through the standard process instead
HOW THE 48-HOUR WINDOW WORKS
The window opens the moment the customer selects Fix. You have exactly 48 hours to respond through the app.
- At the 24-hour mark, you'll get an automatic reminder if you haven't responded yet
- If the window closes without a response, the outcome is the same as declining
- All responses must be submitted through the app
HOW TO RESPOND
- Open the Pro app and tap Inquiries & Disputes in the dashboard menu.
- The screen that opens is titled Customer Requests — find your fix request here.
- Tap into the request to review the customer's feedback.
- Choose to Accept or Decline.
CAN'T FIND THE ACCEPT/DECLINE SCREEN
If you don't see the accept/decline screen, make sure your app is updated. If it still isn't showing after an update, contact Pro Support.
IF YOU ACCEPT
Tap Accept. The status changes to fix.scheduled, and you'll schedule a return visit to complete the work.
What you'll earn:
- Your original payout for the disputed job stays the same.
- You'll receive a flat $15 Fix-It-Fast bonus once the return visit is done, and the negative review will be removed.
- Photos are required. The app will block you from closing the job without at least one after-photo.
- With at least one after-photo, you keep the full $15.
- With no after-photo, $7 is deducted — you'll net approximately $8.
- If the return visit is rescheduled or skipped, the $15 bonus is forfeited.
IF YOU DECLINE
Tap Decline (or Reject) and confirm. The status changes to partial_credit.applied.
Here's what happens to your payout:
- The customer receives a proportional credit based on the job price (between 15–40%, depending on the amount).
- 50% of that credit amount is deducted from your original payout for that job.
- The platform covers the other 50%.
Example: Job is $80. Proportional credit is 20% ($16). Your payout adjustment is $8.
WILL I LOSE THE CUSTOMER?
No. Whether you accept, decline, or the window expires, you stay on that customer's schedule. No other Pro is assigned.
HOW TO PROTECT YOUR PAYOUT
The simplest way to avoid a payout adjustment on any disputed job is to upload an after-photo before closing the job. A clear photo on file confirms your work was done.
RELATED ARTICLES
- Handling a Return Request
- Guidelines: Taking Photos