What is considered a "repeat... | Rover Q&A Community

What is considered a "repeat client"? What are the requirements for the algorithm calculation?

I am aware that the basis of a "repeat client" is when someone books a service more than once, but only the second service is where you get the "repeat" point (once they've booked you twice or more, they are considered a repeat client). However, what I don't understand is the intricacies of the requirements and how Rover calculates them and/or what the requirements are for a client to be considered a "repeat".

Sometimes I will have a request from one person to book two separate walks, but they are lumped into the same booking request. Since I am doing two separate walks for this person, does that count as a repeat even though they booked both walks before having completed a previous booking? Or does the person have to book another service AFTER the first service is complete? Would booking the two walks totally separate of each other count even though they're being booked at the same time?

Also, if a person has 2 pets, do the above apply if say they request one separate service for either pet or is it the owner/human who counts as the repeat?

Does Rover disclose which of the clients are considered "repeat clients"? I can't tell, all I can see is how many I have.

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Also, if I rebook a client but for a different service, does that count as well?

Angel A.

Erica M.

I am not sure if Rover does have it stated somewhere specifically "what is a repeat client?" From my understanding a Repeat Client counts when the "Client " books a second reservation with you. It does not matter what service, just as long as the client books again. Specifically for your question about walks- no if it is the owners first time booking with you and they book 2 walks on the same reservation , it still only counts as one reservation (not as a repeat client.) Should you have the client book them separately, that is a loop hole. If you do decide to book them separately I probably would lean more towards the idea that you want to make sure that everything goes well with the first walk prior to booking a second walk. I will do that for new clients when we are adding extra services for example I will have clients book a boarding reservation but then need to add on Doggie Day care for the last day. Because Rover does not let me add on services I will put in a new reservation for the client (of course after we already talked about adding on Doogie Day Care during their Meet and Greet so it never comes to a complete surprise to them.)
(New clients I like to add a new reservation so they know what the extra charges are for as oppose to just doing a cost adjustment.) Hope this make sense . Best of Luck!

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Thank you this answered a few of my questions and what I was assuming anyway. When you say you "put in a new reservation for the client" does that mean you send a booking offer for them so they don't have to book it themselves, they just approve? If so, how do you do that? That would be so helpful!

Angel A.

Are the third and subsequent visits counted as repeats or are we capped at 2 visits for the same client?

Karen B.

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What is considered a "repeat client"? What are the requirements for the algorithm calculation?

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