Responding to reported issues

Reported issues are rare when communication is good and work is done as quoted. But they can happen, and how you respond matters — both for the outcome of the case and for your trust score. This article explains what happens when a customer reports an issue and how to respond effectively.

When issues are reported

A customer can report an issue during the 2-business-day window after you mark a job complete. Common reasons include: work not completed as quoted, property damage, a request for payment beyond the quoted amount, or dissatisfaction with quality. You will be notified immediately by email and SMS when an issue is reported.

The 48-hour response window

Once an issue is reported, you have 48 hours to respond. This is your opportunity to present your side of the story. Do not let this window pass without responding — if you do not respond, the admin team will make a decision based only on the customer's evidence, which puts you at a significant disadvantage.

How to respond to a reported issue

1. Open the job on your dashboard. The reported issue will be prominently displayed.
2. Read the customer's reason and evidence carefully.
3. Click "Respond to this issue".
4. Write a clear, factual account of what was done. Avoid emotional language — stick to facts.
5. Upload your evidence: arrival photos, work-in-progress photos, completion photos, and your completion notes. Any evidence uploaded through the platform is time-stamped.
6. If the customer's concern is partly valid, acknowledge it. Partial acknowledgement and a proposed resolution often leads to a better outcome than outright denial.
7. Submit your response.

What evidence helps your case

• Time-stamped photos uploaded through TruePro at each stage of the job.
• The original accepted quote showing the agreed scope.
• Messages sent through the platform that show what was agreed.
• Your completion note describing what was done.

Possible outcomes

• Full payment to you — the evidence shows the work was completed as quoted.
• Partial payment — the admin team determines partial completion or shared responsibility.
• Full refund to customer — the work was not done or you were clearly at fault.

Decisions are typically made within three to five business days. Case outcomes are recorded and affect your trust score — but a well-handled case where you are found to be in the right has minimal impact.

Direct jobs without TruePro escrow

Issues can also be reported on direct jobs you invoice yourself, not just marketplace jobs — right up until the customer's invoice is paid. The process is identical: same 48-hour response window, same evidence, same possible outcomes, same trust score impact.

The only difference is how an outcome is carried out. If the customer paid via TruePro EFT, funds are released or refunded automatically, exactly like a marketplace job. If not, there's no TruePro-held payment to move — instead:

• If the customer hasn't paid yet, their invoice is automatically adjusted down by the agreed/decided amount.
• If they already paid you directly, you're expected to refund the difference yourself.
• Once you've done this, click Mark refund as sent on the job page — the customer is notified, and the case is closed out. If we don't hear from you within 5 business days, a TruePro admin follows up directly.