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What to do if client has not paid?

Hi all. I have a client whose dog stayed with me for daycare for a few weeks, I got paid and all was great. The client had two more days they needed to bring their dog over for daycare that popped up so I said absolutely, I had room and to drop of her doggy. I have not been paid for those two days and it's been almost a week. I've contacted her twice and now I'm getting the silent treatment. What should I do? Just forget it and never accept her doggy again? I plan on giving the client the benefit of the doubt and just hanging in there hoping they'll pay eventually. They were pleasant and were very pleased with my services as I'm pretty flexible. So I'm confused a bit. Any other info would be great. Thanks!

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Karen R.

Book a Stay
Chicago, IL

You allowed her to bring the dog over without getting payment first? Well, you may be out of luck, given that she hasn't responded.

You should never allow a dog to be dropped off without a finalized booking. Did the request come through Rover's messaging system? It almost sounds like the customer contacted you directly and there was never a booking request for those two days. That would be a violation of Rover's TOS.

If the booking was requested through Rover, then see if Rover can collect for those two days. If a dog's stay hasn't been paid in advance, you should never take in the dog. Offer to complete the transaction with the client right there and then, telling them that Rover's insurance protection would not be in effect.

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Yes, you're right. They texted me thru the rover number and didn't book the stay as the previous stays. I guess I figured since they were booking and bringing their doggy everyday and paying each day all was on the up and up. Lesson learned. I'm a rover newbie.

Chrissy G.

See if Rover can collect; it is revenue for them as well. In the future, just make sure the booking is paid, even if it is a repeat client who has always paid in the past. There are ways of doing it nicely and professionally when a client is rushed or scatterbrained. ;-)

Karen R.

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Moureene T.

If you haven't already, I would contact Rover. This is one of the reasons to always go through Rover and make sure payments are squared away before Services, even if it's just to extend a stay.
For example, she needed two extra days. I can understand a little leeway with a repeat client but if by the end of the first day she had not submitted payment, then I would not have accepted her pup for the second day.
It's surprising but not unusual for good clients to become not-so-great clients.
Sorry. I hope Rover is able to help.

All the best!

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Jessica M.

All payment questions have to go to Rover. They are the ones who collect payment, and then channel it into your account. I would stop addressing your questions to the owner, and approach Rover staff instead.

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What to do if client has not paid?

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