What the notice means
The customer who submitted the request was flagged for suspicious activity and their account was suspended. We closed the request.
The full notice reads:
The customer who submitted this request was flagged for suspicious activity and their account has been suspended. This doesn't affect your responsiveness score. You do not need to respond to any messages from this customer.
It does not count against you
A lead we close this way is excluded from your responsiveness statistics entirely.
It is not counted as a slow reply, and it is not counted as a decline. Your response-time badge and lead-performance stats are calculated as if the request had never arrived.
It can sometimes look like you declined the lead because when we suspend an account, every quote on that request is set to Rejected — the same status your own decline produces.
The amber notice is how you can tell the difference. If you see “This lead has been closed by RV Help,” you did not decline the lead.
Does this apply to Warranty jobs?
No. This notice can appear on Marketplace leads, whether or not you use RV Help Payments.
It does not apply to Warranty jobs, which come to you through a manufacturer partner rather than through a customer-submitted Marketplace request.
What should I do?
Nothing is required. You do not need to reply, decline, or close out the lead.
Do not reply to messages from the suspended customer through RV Help.
If the customer contacts you directly afterward by text, phone, or email, proceed with caution.
If you continue receiving reminder notifications about a lead carrying this notice, let us know in chat or support@rvhelp.com with the customer's name. The lead is closed, so you should not continue receiving reminders for it.
Spotting a suspicious request
Suspicious requests don't always look suspicious at first. Providers have reported requests that initially appear legitimate but are followed by unusual behavior — for example, a customer saying they are out of the country, attempting to move the conversation elsewhere, or requesting information before any work has been scheduled.
These behaviors do not automatically mean a request is fraudulent. However, if something about a request concerns you, reach out to RV Help at support@rvhelp.com before investing additional time in the lead.