How to report an issue

If the work is not done correctly, is incomplete, or the tradesperson did not show up, you can report an issue through the review form before payment is released — or, if your job was invoiced by the pro directly rather than paid through TruePro upfront, any time up until you've paid that invoice. TruePro's admin team will review the evidence from both sides and make a decision. This article explains when and how to report an issue.

When to report an issue

• The work was not completed as quoted.
• The tradesperson caused damage to your property.
• The tradesperson did not arrive and has not rescheduled.
• The completed work is faulty or unsafe.
• The tradesperson is asking for more money than the accepted quote.

Do not report an issue over minor matters that can be resolved by a quick conversation. Try messaging the tradesperson first — resolution cases take time and effort from both sides.

How to report an issue

1. Open your job status link (sent to you by email or WhatsApp) while the job is in "Completed" status.
2. Click "Review and release payment →".
3. Select 1 or 2 stars — an issue section will automatically expand.
4. Fill in your comment describing what went wrong (required for low ratings).
5. Select all the categories that apply to your issue.
6. Describe the outcome you are looking for (e.g. a refund, or for the work to be redone).
7. Upload evidence photos — up to 5 photos. The more evidence you provide, the stronger your case.
8. Submit. Payment is immediately frozen and will not be released until the case is resolved.

Evidence that helps your case

• Before and after photos of the work area.
• Photos showing the problem or damage.
• Screenshots of any messages agreeing to a specific scope of work.
• The original quote showing what was included.

The 48-hour pro response window

Once you report an issue, the tradesperson has 48 hours to respond and upload their own evidence. You will be able to see their response.

What the admin team does

A TruePro admin reviews all evidence from both sides. They may ask clarifying questions. Based on the evidence, they will decide one of the following outcomes:

• Full refund to you — if the work was not done or the tradesperson is clearly at fault.
• Partial refund — if the job was partially completed or there is shared responsibility.
• Full payment to tradesperson — if the evidence shows the work was completed as quoted.

Decisions are typically made within three to five business days.

After the resolution

Once your case is resolved, you will receive a notification and be invited to update your review to reflect the outcome. Visit your job status link and click "Update your review →".

Jobs invoiced directly by your pro

Some jobs — usually a returning customer's own arrangement with a pro, or work agreed on site — are invoiced by the pro afterward rather than paid through TruePro upfront. You can still report an issue on these, the same way, any time before you've paid the invoice. A small "Need help?" link is on your invoice and on your job status page if you need it.

If you paid the invoice via TruePro EFT, an outcome works exactly like a normal payment-protected job. If you paid the pro directly some other way (cash, EFT to their own account), TruePro can't move that money back automatically — instead we record the agreed outcome, adjust what you owe if you haven't paid yet, and require the pro to refund you directly if you have. We follow up with them if they don't confirm within a few days.