Hi! I was doing drop-in visits for a client and I sent them photos and gave updates on their rover cards. They then stated that I never gave any updates or photos after their visit. Is there a way to fix this? It has negatively affected my account as it states that I only give photos 80% of the time for visits when I have been doing it with every visit.
The following applies to sending updates to the rover assigned client number or through the website. I can’t comment on If rover cards are different, but I would think it’s similar.
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First, I would look at the rover messages for this pet (under “Past stay”). Review if your photos and updates are shown there. If you don’t see them, maybe you had a connectivity problem or maybe you tried to send a photo or video (rover platform doesn’t support sending videos) which didn’t go through.
Second, call Rover and ask why those photos and updates aren’t reflected in the percentage.
Third, this is completely optional: You may choose to message the client and let them know that you’re very sorry that they did not receive the photos and updates you sent. Through a learning curve, you since discovered the reason why was __ and that you hope that they will contact you in the future.