I had to re-think and cancel a stay when the GSD was showing too much aggression towards my current client as well as my small terrier. I paid the owner back for the stay in cash. Was this the way to handle this?
No, the way to handle it was to issue a refund through Rover. If you had called Customer Service, they would have processed the refund by crediting the original method of payment, i.e., the owner's credit card. As it now stands, you will not get all your money back from Rover because Rover is going to subtract its percentage when it remits payment to you.
Also there's no proof you refunded the stay when you pay in cash. An unscrupulous owner might try to get another refund from Rover itself. Not a good situation.
Shoot! You are so right, live and learn. I really wanted to get this dog out of my house so i paid the guy cash.:( Thanks Karen
Yes, Rover is going to take their percentage out of it so if the guy was charged $100 and you gave him back $100 in cash you will only receive $80 from Rover. You essentially paid this client $20. Also, you will have that $100 reported to the IRS even though you didn't actually keep it.
AND if you cancelled the stay (after it had begun) without alerting Rover support to the issue there is a very high probability that A) Rover will turn off your profile and investigate and B) the guy can still file a claim with Rover to get his money back from them too as the stay was not completed.
I had to email Rover Support to request the payment be cancelled. They handled it right away!
The GSD seemed to be OK at the meet and greet on Tuesday.
Namasté, If you have to cancel, you have to do it through Rover. The payment is pending on till the end of the stay. You were never paid. Namasté, Marcus