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“Suppliers given 72 hours Only! To request Credits - What a joke”

1/30/19

I have just been informed that if leads are uncontactable or do not respond suppliers only have 72 hours to request a refund on that lead otherwise your Refund will be declined. We feel this is not enough time!. Sometimes we may not get hold of leads for afew days! This new 72 hour time limit was put in place on the 3rd January 2019 When most tradespeople are closed down for the xmas break. I was informed I should have read the email that was sent out on the 3rd January. I found the email in my spam folder and no where in the body of the email does it mention a 72 hour time frame to request refunds. I guess this is just an extra way for them to make money. When I mentioned this to them they claim you have to 'click' through the email to 'Find Out more.' A very disappointed long term supplier on Oneflare. I guess we are just a number now.
And why is there no customer service phone number advertised anywhere?

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Jenny A. – Oneflare Rep Over a year old

Hi R E,

Thankyou for reaching out to us, we're disappointed to hear you haven't been able to take full advantage or our new refund policy on unresponsive customers yet.

We apologize the email wasn't more detailed. We included the main points of the change and why we were changing it and then urged the reader to click the link to be taken to the Help Centre article we had explaining all the finer details.

We understand that we implemented this change just after the start of the year and so some businesses were on holidays and may not have opened the email, or, in your case it had directed to your Spam folder. This is why we had a banner displayed at the top of your account with a link to the detailed Help Centre article.

The reason Oneflare implemented refund requests is to give businesses easier and quicker access to refunds and to encourage you to contact the customers immediately after quoting - which has been proven to be the optimal time to get in touch with them. If you're unable to get in touch with a customer, you can request a refund at anytime within that 72 hour period so we can investigate for you.

You stated that sometimes you don't get hold of leads for days, the refund request is the perfect remedy for that. No more waiting around trying to contact the customer, just let us know they're not responsive ASAP and we will take care of the rest.

Regarding our contact number, you can find this on the 'Contact Us' page which is linked at the bottom of our website along with other helpful information about Oneflare.

Give us a call on 1300 306 727 if you'd like us to go over the refund request in more detail so you can take full advantage of it.