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What is the best way to issue a refund?

I’ve been working for Rover for a couple of months now and always have trouble with how to handle last minute changes in scheduling for drop-in visits. I prefer to be super flexible for the clients, and want to offer a refund if I don’t need to do a drop-in visit after all (it makes no difference to me and it only seems fair). A couple of times an owner ended up being home that day and didn’t need a visit, another had a family emergency and was home that day, and another client wasn’t feeling well and stayed home from work for a few days and didn’t need drop-in visits. On only one occasion I got an email from Rover to confirm an unsent Rover card in order to issue a refund. But I haven’t gotten any of those kinds of emails for the others. From what I understand, if I don’t sent a Rover card, then I don’t get paid/the client doesn’t get charged (correct?). I just wish I would get some kind of confirmation from Rover so that I know if a refund is happening. This part of this gig is so confusing to me, and I never seem to get any help when I email the Rover support directly. Thanks for any guidance on this!

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Walt G.

Book a Stay
Woodbridge, VA

Only bookings booked as "recurring" require a Rover card to be sent in order to be paid. Regular bookings don't require a Rover card and you will be paid regardless of whether you perform the service or not.

If a client contacts me to cancel a visit I routinely contact Rover support to modify the booking and refund the client. This can be done by calling or modifying the booking in the App or website; this applies to 'Non-Recurring" bookings. "Recurring" bookings you will get the email asking you to confirm you performed this visit or not.

You should spend time reviewing this help section article https://support.rover.com/hc/en-us/arti…

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Thanks for the response. These are in fact my recurring clients in question, and I have never received that email confirmation from Rover after the only one several weeks ago. So I’m very confused about that. I’ve scoured the Rover resources/articles and can’t seem to find clarity.

Rose H.

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Deb A.

Book a Stay
Irvine, CA

In the interest of satisfied clients, who are not charged for services not performed, like Walt I contact Rover every time a service is cancelled. That conversation allows me to tell them if there any any exceptions to the strict booking policy (waive cancellation fees).

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Thanks for the suggestion! It seems that calling in and talking to a person was way more helpful, as I never heard back from the Rover support email I sent a few days ago...

Rose H.

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What is the best way to issue a refund?

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