Do you provide refund in this situation?

asked 2016-05-02 19:19:31 -0600

To my experienced pet sitters. I find this happening a bit more often, how do you handle this scenario. A pet owner pays for 5 days so you've charged the 5 days plus a daycare fee because it's past the 24 hour stay but now they've called to extend the stay. Do you refund the daycare fee and just charge the overnight fee or do just leave it as is and charge the additional nightly fee? I find that I always have to submit a refund and it just does not sound right. Thoughts?

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answered 2016-05-02 20:13:56 -0600

I haven't had your scenario happen yet. It sounds like even though the time was extended overnight, it's still approx. 24 hours (not requiring additional daycare beyond). Based on that, I'd be inclined to just charge the difference between the daycare fee and overnight fee. If I couldn't just charge that difference between those two amounts, I'd refund the daycare and charge the additional overnight fee.

I minimize the number of adjustments that need to be made by informing everyone that I only book the current and next month. Although I'll enter dog care dates in my master calendar, I wait to book on the system (thus, no charge) until it's closer to that date.

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Thanks Deb, that's how I've always done in but I was wondering if some sitters leave the charge as is for the inconvenience of having to juggle schedules to accommodate for a longer stay.

Frances M.'s profile image Frances M.  ( 2016-05-03 07:30:14 -0600 ) edit

Perhaps another sitter will chime in with a different way of handling, but I agree with the way you've done. I like to think that all the gracious, understanding, fair, and kind things we do for clients are appreciated and reinforce long-term relationships with many return services for their dogs.

Deb A.'s profile image Deb A.  ( 2016-05-03 13:46:00 -0600 ) edit

So true. I just told her I was going to give her a refund for the daycare that she did not consume and instead turned into an overnight and she was so grateful :) Thanks again Deb

Frances M.'s profile image Frances M.  ( 2016-05-03 14:08:38 -0600 ) edit
answered 2016-05-06 11:57:46 -0600

That's exactly what I would do - refund the daycare portion and charge only for an additional overnight stay. I think that's simpler financially for everyone involved, they owners are reassured their baby is cared for, and you still get paid.

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