Oneflare

Hi Mikel,

I'm sorry to hear this has been your experience with Oneflare.

To increase your chances of getting in touch with customers, I'd encourage you to quote on 'Verified' leads. If a lead displays that the email or phone number has been Verified, this means the customer has gone out of their way to confirm their contact details are correct and will be more likely to respond.

All businesses on Oneflare will receive a refund if the customer lets us know they're no longer going ahead with the job. Additionally, if you're a Premium business, you can also request refunds for unresponsive customers.

Updating your profile with your trade-specific qualifications, photos of past work, insurances and inviting customers to leave a review for you after you've completed their job, will encourage potential customers to get in touch more often as well.

We hope you continue to use Oneflare and have more success in the near future.

Hi Patrick,

Thankyou for taking the time to give us some feedback.

We're sorry to hear your experience with Oneflare hasn't been as successful as you'd hoped.

We've taken a look into your account and can see that you don't have any reviews on your profile. As you'll possibly be in competition with two other businesses when you quote on a customer's job request, it's crucial you gain as many reviews as possible to stand out. You can get these reviews from past customers external to Oneflare, simply give them your profile link so they can write you an original review. We would recommend getting at least 5 onto your profile before spending the rest of your credits.

Another great strategy to increase your chance of getting in touch with customers, is to only quote on leads with Verified mobile numbers and email addresses. This means the customer has made the effort to verify their details with Oneflare and are more likely to be responsive.

We hope you have more success with Oneflare when you use the rest of your credits.

Hi Paul,

When signing up to our Premium Listing we advise businesses need to get in touch with us prior to the renewal date to cancel, as it is an automatic monthly renewal. We require you to acknowledge and agree to this before we place the Premium Listing on your account.

As we did not hear from you until we contacted you in the fourth month of your Premium Listing subscription and you failed to call us before the renewal date, your monthly renewal had already been processed for the fourth month.

Regarding your invoice, we resent this to you after the discussion we had with your partner this morning, before you called in yourself. We can resend this again if you need us to.

We are more than happy to discuss this with you further if you wish. Please feel free to call us on 1300 306 727 9am-5pm Monday to Friday AEST.

Hi Steven,
It's disappointing to hear that you have had some difficulties with customer jobs. If a customer does not see your quote within 48 hours or notifies Oneflare that they no longer need the job done, the quote is able to be refunded to you. We have a wonderful Customer Happiness Team that are happy to assist you with any concerns or issues Monday to Friday, 9am-5pm AEST on 13 18 18, or alternatively, you can email support@oneflare.com.au. We would be keen to talk more with you, so please do give us a call.

We look forward to helping you out and resolving this issue for you!
Oneflare

Hi Michael,

Thanks for taking the time to write us a review here.

I'm sorry to hear your experience with Oneflare was so frustrating, that's definitely not what we want for our businesses. Due to the nature of the platform, customers do come on to Oneflare to seek the lowest price by getting a few different quotes but we've found that great reviews will sway the majority of our customers who will lean towards a more reputable business instead of the lowest price.

I understand it's not a one size fits all, but our Featured Listing is an excellent way of giving your business some extra exposure with boosted advertising on the platform so you can take advantage of our already established SEO and SEM. With the Featured Listing you'll also get the refund request feature which allows you to request and receive refunds for unresponsive customers, meaning you can use the returned credits on another customer. You can call our Business team on 1300 441 593 if you'd like anymore information about this.

Whatever direction you choose, we wish you all the best with your business endeavours.

Hi Tony,

We're sorry to hear you've had a negative experience with Oneflare.

When you sign up to a Premium Listing, you are required to let us know before renewal if you wish to cancel as it is a monthly renewing subscription. This is outlined to you before you sign up and you are required to acknowledge this before we proceed with placing the Premium Listing on your account. We listened to the call recording and have confirmed you acknowledged and agreed to this in the initial phone call you had with our New Business Consultant when signing up to the Premium Listing. As you notified us you wanted to cancel after your renewal had already been processed, we are unable to provide a refund.

We understand how frustrating it is when customers don't respond, which is why we send them periodic emails and SMS to request an update on the job. We are also happy to follow up with them manually if you let us know you haven't heard from them after 7 days of sending through your initial expression of interest to the customer.

We will automatically refund your quote if the customer indicates they're no longer going ahead with the job, or if the quote hasn't been seen within 48 hours and you haven't attempted to contact the customer.

Hi Becky,

Thankyou for taking the time to leave us some feedback.

I'm sorry to hear that you feel you aren't receiving genuine leads through Oneflare. Our purpose as a business is to match customers to experts across Australia, so we too share your frustration when customer aren't responsive.

To combat disingenuous leads we have designed a detailed job form that requires thought-through information from the customer. We also ask for the customers' contact details so that you may contact them directly to gain a better understanding of their needs. If a lead displays that the email or phone number has been Verified, this means the customer has gone out of their way to confirm their contact details are correct and will be more likely to respond.

If you're a Premium business, you can request refunds for unresponsive customers. All businesses will also receive a refund if the customer indicates they're no longer going ahead with their job.

You can definitely close your account if it still has credits on it, however, we would have advised you to use them up before you closed your account so that you didn't waste the credits you paid for. If you're still wanting to close your account now, please let us know at support@oneflare.com and we can get that completed for you.

Hi Justin,

Thankyou for sharing your feedback!

We're disappointed to hear that you feel you've been treated poorly by Support, we always endeavour to provide as much help as we can!

You can always tell if a customer is genuine by the updates we send you if they view your profile, reviews or website. And you'll know if they're interacting with your quote as it will say "Seen" or "Unseen".

We can't guarantee the customers will get in touch with you every time, however, if they advise us they're not going ahead with the job anymore or if the quote is unseen for 48 hours and you haven't revealed the customer's contact details, then we will refund the credits automatically.

We hope you continue to quote with Oneflare as we grow and improve with feedback such as yours.

Hi Euan,

Thanks for getting in touch.

I've taken a look at your account and can see you've incorrectly input your business email where your name was supposed to be entered when posting your job request which is why your email address went out to all businesses. I've now rectified this for you.

I can't find a record of you trying to contact us but we have a 'Contact Us' page at the bottom of each page on our site if you're ever looking for our contact details in the future, and a Live Chat button on most pages so you can contact us instantly.

My apologies if any businesses listed on Oneflare acted unprofessionally due to the confusion and I'd love to help you avoid this in the future. I've tried calling you but had no answer so I've sent you a quick email - hope to hear from you soon.

Hi Mat,

At this time, depending on your category, leads will be priced based on a number of factors such as the value and location of the job. Lower priced leads means lower value jobs and vice versa - but the cost to quote will also be specified to you before you quote so you can pick and choose which leads to spend your money on.

At Oneflare we provide you with the opportunity to quote on leads posted by customers who are looking at getting jobs done. If, at any point, the customer indicates they no longer want to go ahead with the job anymore we are more than happy to refund your quote to you. Additionally, if the customer has not seen your quote within 48 hours and you haven't tried to contact them, we will refund these quotes automatically.

In an effort to ensure our customers are genuine, we are now implementing verified mobile numbers and email addresses on leads. You will be shown if either of these contact details are verified on a lead before you quote so be sure to look out for those!

We hope you continue to use Oneflare as we improve the platform with help from feedback such as yours.