At MyTradesShop, we work hard to ensure every lead you buy offers a fair and genuine opportunity to win work. However, we know that unexpected situations happen—such as clients becoming uncontactable or cancelling projects. When a lead falls short of our standards, you can submit an official dispute through your account portal for our support specialists to investigate.
How to Lodge a Lead Dispute
To raise a dispute, follow these simple steps within your dashboard:
- Sign in to your MyTradesShop account dashboard.
- Navigate to the My Jobs section.
- Find the relevant lead entry and select View Job.
- Click the Dispute Job button to open the submission form.
- Fill out the form with thorough details, including specific call dates, times, and communication channels used.
Note: Providing thorough context helps our review team investigate the situation with the homeowner and process your claim faster.
Eligible Grounds for Raising a Dispute
A maximum of 3 tradespeople can access contact details for any given job listing. Disputes are evaluated against specific conditions outlined in our platform Terms and Conditions:
1. Uncontactable Homeowner
While all homeowners verify their email address and phone number during registration, some clients become unresponsive after posting. If you have made multiple attempts across all supplied channels without getting a response, your lead is eligible for review.
2. Non-Genuine or Invalid Lead ('Dud Lead')
A 'dud lead' refers to a posting where the client created a job listing with no actual intent of hiring a trade professional. If you contact the homeowner promptly and they state they never intended to proceed or no longer want the service, this qualifies as a dud lead.
3. Job Cancelled or Awarded Prior to Quoting
If the client informs you that the project was cancelled or awarded to another party before you were given a fair chance to provide an estimate, you can submit a dispute.
Important Restriction: Refunds or credits cannot be granted if the homeowner has already selected another trade from MyTradesShop, provided all participating trades were given an opportunity to quote for the project.
The 48-Hour Dispute Rule
To qualify for a monetary refund or lead credit, you must lodge your dispute within 48 hours of purchasing the lead. Purchasing a lead and waiting several days before initiating contact invalidates your eligibility under company policy.
What to Check Before Filing a Dispute
Before lodging a dispute for an unresponsive client, make sure you have applied these contact best practices:
- Vary Your Timing: Try calling at different points during the day (e.g., right after purchase, then again in the early evening or following morning). Avoid repeated calling in rapid succession.
- Consider Time & Social Hours: Avoid calling late at night, early in the morning, or during bank holidays when clients may be busy or sleeping.
- Use All Contact Methods: If phone calls go unanswered, send a polite SMS or introductory email. Some homeowners prefer written communication over unexpected calls.
- Act Fast: Waiting several days to make first contact drastically reduces response rates and voids eligibility for a refund under our 48-hour rule.
Our Investigation Process & Outcomes
Once submitted, our team independently contacts the homeowner to verify the status of the job and your outreach attempts. Once reviewed, one of three outcomes will apply:
- Monetary Refunds: If the lead charge has already cleared, funds will return to your bank account or payment card within 3 to 5 business days. If the transaction is pending, it will be voided immediately.
- Promotional Lead Credits: In many cases, an approved claim results in a promotional lead credit added directly to your account balance, visible under the Promotions section.
- Declined Disputes: If the client confirms that the project remains active and open for estimates, we will notify you with the outcome and explanation.