Refund Requests for Featured Listing Businesses

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Featured Listing Businesses have the exclusive ability to apply for a refund of their quoting credits when a customer has been unresponsive.

To maximise your quoting opportunity and improve your likelihood of winning a quote, we advise that you attempt to contact the customer via all possible means. As you have been provided with their details, you can call, SMS, use the messaging function with the Oneflare app, or directly email them.

Should your customer still remain unresponsive, you can request a refund within 72 hours of sending your quote. Simply click 'Request Refund' from your Inbox, and we'll do the rest. If we too cannot reach the customer, your credits will be returned to the original credit pack.

How do I request a refund?

Mobile:

1. Navigate to your Inbox and select the quote for refund consideration. 

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2. Select the three dots in the top right to access Settings.

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3. Select 'Request a refund'. It's that simple! We will be in touch within 7 days with an outcome of your request. 

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Desktop:

1. Navigate to your Inbox and select the quote for refund consideration. 

OF-23278_Design-_Update_Business_Inbox_screenshots_on_Help_Centre__inbox_desktop_.png

2. Select the three dots in the top right to access Settings.

OF-23278_Design-_Update_Business_Inbox_screenshots_on_Help_Centre__inbox_desktop_just_3_dots_.png

3. Select 'Request a refund'. It's that simple! We will be in touch within 7 days with an outcome of your request. 

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Frequently Asked Questions

When can I submit a refund request?

We recommend that you try to contact the customer through all of the available options before applying for a refund. If all of these options have been exhausted and the customer is still unresponsive, please submit a refund request from your Inbox. You can request a refund up until 72 hours after submitting your quote.

What is considered to be a response?

A response includes a phone call, SMS, email or chat message received, or a customer updating the status of their job.

What happens once I submit a refund request?

Once you submit a request, our support team will verify if the customer is still unresponsive. You will be notified of the outcome of your request via email from our Support team within 72 hours.

What happens if my request is successful?

If your refund request is successful, it means our team were unable to get in touch with the customer and the quoting credits will be returned to your account.

What happens if my request is unsuccessful?

If your refund request is unsuccessful, our team were able to get in touch with the customer and a refund will not be processed. We will encourage the customer to update their job and reach out to you, but we suggest that you try to get in touch with the customer again to discuss the outcome of your quote.

Can I submit a refund request if I have already been in touch with a customer?

We want to ensure that you have a genuine interaction with every paid quote, so if you've already been in touch with the customer or won the job, a refund will not be processed. If you are found to be raising requests that breach this policy, you will be subject to an audit that may result in the feature being revoked in line with our fair use policy.

What happens to existing automatic credit refunds?

If the customer cancels the job and is no longer going ahead, your credits will be automatically returned to the original credit pack.

Why can't I see the 'Request a refund' option?

Make sure you've clicked on the customer's phone number to reveal it completely and attempt to call them before requesting a refund. If the customer has messaged you via Oneflare, the refund request button won't appear because the customer is deemed responsive. Similarly, if the customer has updated their job details you won't be able to request a refund as they have been responsive on the platform. If you're still unsure why you can't see the refund request option, give us a call on 1300 306 727 so we can help you out.

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