Mistakes happen — a customer books the wrong inspection type, you tap Accept or Invoice a second too fast, a price comes out wrong, or a customer's email has a typo so they never get the invoice. The good news: none of these are emergencies, and none of them require you to repeatedly cancel and re-book (that usually makes things harder to untangle). Here's how to handle the most common cases.
A customer booked the wrong service or paid the wrong price
Example: a customer books and pays for a Class A inspection when they actually need a fifth-wheel inspection, or selects the wrong fixed-price service.
How a refund works depends on whether the job was prepaid:
Prepaid fixed-price service (e.g. an inspection paid upfront): canceling that booking automatically refunds the customer. But if they simply picked the wrong service and still want the work done, don't cancel — message us and we'll switch it to the right service so they don't have to re-book and pay again.
Regular marketplace job (a quote or invoice, not prepaid): canceling does not refund anything on its own. Message the RV Help team and we'll process any refund — the full amount, or just the difference if they paid too much.
Either way, message us with the customer's name and what's wrong (e.g. "booked Class A, needs fifth-wheel") and we'll sort out the correction and any refund.
Refunds, once issued, typically take a few business days to appear on the customer's statement, depending on their bank.
I tapped too fast and moved the job to the wrong step
Example: you meant to send an invoice on a fixed-price inspection but accepted it as a standard repair job instead, and now you want to go back.
You can usually fix this yourself — you don't have to cancel and re-book. In the job workroom you can step back to an earlier workflow step if you moved ahead too soon.
If the job was set up under the wrong service category, use Adjust this job to change it — this re-labels the job without moving money or notifying the customer.
If you can't get it back to the right place, message the RV Help team with the customer's name and what the job should be, and we'll move it for you — say so if it's time-sensitive and we'll prioritize it.
The customer's email is wrong, so they can't get the invoice
Example: you finish the job and realize the customer's email was mistyped, so the invoice won't reach them.
You can fix this yourself: open the job, use Adjust this job, correct the customer's email, and re-send the invoice to the new address.
Prefer us to handle it? Send the RV Help team the job/customer name and the corrected email address, and we'll update it and re-send the invoice.
The fastest way to get a booking fixed
When you need our help with any of the above, the quickest path is to contact RV Help directly and include enough detail for us to find the job on the first try:
Use the green in-app chat button when you're logged in, or email support@rvhelp.com.
Include the customer's name, what's wrong, and what it should be.
Mention if a customer has already paid, so we can handle any refund at the same time.
Related: "When and how do I get paid through RV Help?" and "How do I decline a lead or close out a job when a customer cancels or doesn't respond?"