Hi all. I am still new to Rover and had my first cancellation due to coronavirus (plane was cancelled, so trip is not going to as well). How do I get a full refund to my client? Do they have to send me a cancellation request and then I select full refund? Thanks.
The easiest way to cancel and offer a full refund is for you to call support if you or the client cancels on the App or website your cancellation policy will kick in and only refunded per that policy [Edit: Rover’s contact options have changed. Visit the Rover Help Center at https://support.rover.com/ to find the phone number, help articles, or chat with the team]
Hi Tami! It looks like your cancellation policy is Moderate, according to your profile so if the client cancels through the app or website before noon the day before the stay they will automatically get a full refund. (I think it's noon the prior day but you might want to check FAQs just in case I'm mis-remembering). Rover does not allow you to cancel on behalf of clients on the app or website - another miss in my opinion (it only allows you to cancel if you are backing out, unless you contact Rover).
Here's what I have my clients do: I ask them cancel the booking through the app or the website - it takes a minute or two. If they need help I send them the FAQs* which are super helpful. If they cancel prior to the cutoff based on your policy a full refund is automatic. After the client cancels, you receive a message from Rover that the booking has been cancelled and it gets moved to your Archive folder. If the cancellation occurs after the deadline for a full refund and I want them to receive a full refund, I still have them cancel, then I send a note to Rover asking them to provide a full refund through the Contact Rover link. Someone typically emails back within a few hours to confirm that they will do this. Or you could call them, as Walt recommended, if that's your preference. That part really depends on what's easiest for you.
*Side note: I'm having issues pulling up FAQs (not sure if it's my comp or a Rover issue - I have to research). If you can't pull up the FAQs, here are some quick instructions for clients to cancel: From the website - Go to the booking page (where the message you) and select the Cancel booking link on the left side in the grey area with the booking details. It's pretty self-explanatory after that. From the app - Click Details (green bar toward the top) > click Modify (top right) > click Cancel booking (pop up toward bottom of page).
Good luck! If you have any other questions feel free to comment.