Managing Marketplace Leads

Availability: all plans

The Marketplace is where customers who have never worked with you can find your business, read your profile and ask you for service. Each request that comes in lands in your Marketplace Leads list, where you decide whether to take the work. Accepting a lead turns it into a job; declining it tells the customer you cannot help this time. This guide covers the whole decision. Booking requests that arrive through your own booking link are handled on the same page, and the card-by-card detail for those is in the guide on handling online booking requests.

Before you start

Your role needs permission to accept job requests. Without it, Marketplace Leads does not appear in the menu. It is included in every plan.
A lead only becomes answerable once the customer has confirmed their contact details by entering the six-digit code sent to them. Until then the card is marked Awaiting Verification and shows the note "Waiting for the customer to verify their contact information before you can respond."
Creating the job from a lead is separate from creating a job yourself. It is meant for work that arrived from outside.

Steps

Open Inbox in the main menu, then choose Marketplace Leads. The page is titled Requests and shows how many requests are pending.
By default only verified requests are listed. Choose Show unverified to include the ones still waiting for a code, and Hide unverified to go back.
Read each card. The heading is the service the customer asked for. Badges tell you whether the person is an Existing customer, whether the request is Verified or Awaiting Verification, and where it came from: Marketplace for a request found through the Marketplace, or Your booking link, Service link, Your website, QR code, Customer portal or API. The card also shows their contact details, the service address, the description, when they asked, any preferred date and time (marked as a preference, not a booked slot), and a count of their earlier requests. Open customer profile takes you to their record.
To take the work, choose Approve & Create Job. The dialog is titled Review Address & Create Job.
If the contact details look like someone you already know, a panel says "This may be someone you already know". Choose This is them next to the right customer to attach the request to that record. Nothing is matched automatically.
Check the Property section. It tells you whether the address links to a property already on the platform, is new, or resembles an existing one. For a close match, pick the right property or None of these — create a new property, and write a Reason for this decision.
Optionally pick a Job Type (for example Time & Materials or Fixed / Flat Rate) if the terms are settled. Leaving it blank records no terms. Open Edit address (if needed) only if the submitted address is wrong.
Tick I confirm this is the correct service location for this job. and choose Create Job. You see "Request accepted!" with the new job number. Schedule and assign it from your jobs list.
To refuse instead, choose Decline. In Decline Request, pick a Reason (Outside service area, Fully booked, Service not offered, Insufficient information or Other), add an optional Message to customer (optional), and choose Decline Request. The page confirms that the customer has been notified.

Tips

If the address was outside every location's radius, the card says Address outside location radius and the lead was sent to your primary location.
A request marked Accepted automatically has already become a job for you.
Answer promptly. A request nobody answers expires after seven days, and a verified customer is emailed that it expired.

If something goes wrong

If Create Job is greyed out, tick the location confirmation, and if the property section asks for a choice, select one and give a reason.
If you see "Request not found or already processed.", someone on your team has already answered it or it expired. Refresh the page.
If a lead is missing, choose Show unverified; the customer may not have entered their code yet.
If the page says "Unable to load marketplace requests. Please try again.", reload it.

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