4 ms·

If they hadn't they wouldn't have been getting in touch to say that the particular individual wasn't going to make it. If anything, the OP should send Handy an

by jonknee 11y ago

If they hadn't they wouldn't have been getting in touch to say that the particular individual wasn't going to make it. If anything, the OP should send Handy an invoice for a cancellation fee, not the other way around.

robotresearcher 11y ago
This text is on the form you use to choose an individual: "We'll do our best to match you up again on your new booking, but please understand that as an independent contractor, it is up to the discretion of the professional to accept or decline your booking. In the event we cannot match you, another professional will be assigned." If you don't like that deal, don't take it. But don't be all pissed off when they do exactly what you agreed to.
- jonknee 11y ago
  I'm not the OP and have no horse in the race, but it sounds like the Professional accepted the booking and then cancelled with less than 24 hours before the appointment. The OP sounds fully within common sense and again I applaud Amex for listening to reason over a grey area policy. The reason the cancellation policy exists is because if you cancel the Professional doesn't get paid and it's too late to rebook them to someone else. According to Handy, the cancelation fee goes to the Professional who you cancelled on. In this case the Professional cancelled, why should they still get paid? A cancellation fee makes perfect sense in many cases, but sometimes companies take their own policies by the letter even when it's infuriating and bad for everyone. A better tack is to instead think about what the policy's intent is and how to handle it like adults. Usually in these cases the customer just shuts up and pays the fee and will never use the company again, but at least this time they had the follow through to take their money back (and if there's one thing a company notices it is their merchant account sending money in the other direction). A win for the little guy, great job OP!
- georgemcbay 11y ago
  All of your "read the fine-print" logic can be applied to Handy and Amex just as easily as to Handy and the customer. eg: If Handy doesn't like the deal where an Amex customer can request a chargeback for inadequate customer service then they shouldn't accept Amex as payment.
  - robotresearcher 11y ago
    It's not fine print. It's the basic service model. They are very upfront about it. I understand that lots of people in this thread would prefer a different model. But that's not what they offer right now. I'm not for or against it: just tying to add facts to the thread.

by jonknee 11y ago

robotresearcher 11y ago

This text is on the form you use to choose an individual: "We'll do our best to match you up again on your new booking, but please understand that as an independent contractor, it is up to the discretion of the professional to accept or decline your booking. In the event we cannot match you, another professional will be assigned." If you don't like that deal, don't take it. But don't be all pissed off when they do exactly what you agreed to.

jonknee 11y ago
I'm not the OP and have no horse in the race, but it sounds like the Professional accepted the booking and then cancelled with less than 24 hours before the appointment. The OP sounds fully within common sense and again I applaud Amex for listening to reason over a grey area policy. The reason the cancellation policy exists is because if you cancel the Professional doesn't get paid and it's too late to rebook them to someone else. According to Handy, the cancelation fee goes to the Professional who you cancelled on. In this case the Professional cancelled, why should they still get paid? A cancellation fee makes perfect sense in many cases, but sometimes companies take their own policies by the letter even when it's infuriating and bad for everyone. A better tack is to instead think about what the policy's intent is and how to handle it like adults. Usually in these cases the customer just shuts up and pays the fee and will never use the company again, but at least this time they had the follow through to take their money back (and if there's one thing a company notices it is their merchant account sending money in the other direction). A win for the little guy, great job OP!
georgemcbay 11y ago
All of your "read the fine-print" logic can be applied to Handy and Amex just as easily as to Handy and the customer. eg: If Handy doesn't like the deal where an Amex customer can request a chargeback for inadequate customer service then they shouldn't accept Amex as payment.
- robotresearcher 11y ago
  It's not fine print. It's the basic service model. They are very upfront about it. I understand that lots of people in this thread would prefer a different model. But that's not what they offer right now. I'm not for or against it: just tying to add facts to the thread.