When can I get a credit for a referral (a rollback)?
We understand that sometimes after accepting a job referral, you may not get an opportunity to price a job or perhaps the key job information we sent to you was incorrect.
In these instances we offer what's called a ‘rollback’. A rollback is a notice to Service Central that the information in the job opportunity was incorrect, and therefore there was no genuine opportunity to quote. Rollbacks give us great information to use for our Quality Jobs Program, as we are always working to ensure that our registered businesses have a genuine opportunity to quote.
A rollback is also an application for a credit for the lead fee paid, and once we've confirmed with the customer that they are definitely not interested in receiving a quote from your company, we'll apply that credit to your account.
Rollbacks came from the essence of fair play. If we have genuinely created a customer who is planning to purchase from someone then the job stands and the job referral costs continue to apply. If we have created a job lead where the details are incorrect or the customer can’t be contacted then we will be more than happy to credit your account.
Here are some guidelines as to when rollbacks will or won’t be approved.
Rollback applications are approved when:
- Incorrect category. e.g. Job was listed for plumbers, but is actually an electrician job.
- Incorrect phone number. Phone number is either incomplete or goes through to different person than listed the job.
- Incorrect Description. The overall description of the job provides a picture that is different to the actual job once assessed.
- Can’t contact customer. You cannot contact the consumer after trying them 3 times on all phone numbers over a three day period.
A rollback application will not be approved when:
- You have provided a quote or offered a price or your rates (including a call out fee) over the phone, or provided an estimate.
- You change your mind or decide the job is not what you want.
- You have offered your services but the consumer is not willing to use you for reasons outside Service Central's control.
- Another provider has won the work.
- You have not contacted the customer within 24 hours.
- The customer’s price expectations are unreasonable, or makes a reasonable request you aren’t willing to do.
- You have a history of failed rollback requests, or an unreasonable amount of rollbacks (we know that a legitimate amount would be up to approximately 10%).
- The work is taking a while to start.
- For a legitimate reason, the work cannot go ahead, eg a planning permit has been denied.
- Other situations in the spirit of fairness.
Rollbacks can only be applied for online, for the 30 days following the date you accepted the job, and take 14 days to process.
For information on how you can get involved with the Quality Jobs Program and help the community to be more aware of the tricks of your trade, check out our online Provider Guide in the 'Give Back' section.
