Client booked a stay and paid. Today was notified by Rover it was cancelled and she already has paid. Who do I contact? How is this resolved? How to we reassure the client that Rover is not a scam? I am concerned because the client tells me her credit card was billed. Is there a number to call for help in this kind of situation? Please advise.
Rover cancelled your client's stay? That's certainly odd. Usually it is the customer or the sitter who cancels, but you are saying that the customer did not initiate the cancellation? Have them call Customer Service at [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] and you should probably contact them yourself to find out what has happened. If a customer tells me they need to cancel, then I notify Rover to refund their payment, depending how far in advance of the beginning date of the stay.
Thanks. Somehow when the customer paid two threads for the same stay were initiated. It caused confusion. It was cleared up when I called customer service. A relief for the customer who thought I had cancelled the stay.