Responding to Props

Props are the tap-tag reviews tied to your verified jobs. You can respond to any of them, in public, on your profile. What you cannot do is delete or hide one, and neither can we on request. A reputation you can edit is not a reputation, so the record stands as customers left it.

Respond yes, delete never

Every Prop on your profile is permanent. The only Props ever removed are fraudulent ones or ones that break the rules, and only on review. You will not find a delete button, because if you could quietly remove the bad ones, the good ones would mean nothing. The whole record is what makes the good Props worth something.

How to respond well

A response is your one chance to add context, so use it the way you would talk to the customer's face.

• Stay calm and plain. A short, even-toned reply reads better to the next homeowner than a long defense.
• Own the part that was yours. If a job ran late, say so and say what you did about it. Honest beats spotless.
• Add the fact that was missing, not an argument. The reader is deciding whether to trust you, not refereeing a fight.
• Do not name-call or share private detail about the customer. You are talking to everyone who reads it later.

Flagging fraud for review

If you believe a Prop is fraudulent, from someone who was never your customer, or a competitor, or a review that breaks the rules, flag it for review from the Prop itself. Flagging sends it to us to check against the verified job record. Because a real Prop can only come from a verified, signed, completed job, a fraudulent one usually does not line up with any job you ran, and that mismatch is what review looks for. Flagging is not deletion. You are asking for a check, not pressing a remove button.

The dispute path

If a Prop is from a real customer but you believe it is unfair or factually wrong, that is a dispute, not fraud. The dispute path is different: respond on the record first, then if you still believe it breaks the rules, flag it with your side of the story. We review against the job record and the rules, not against who complains louder. A Prop that is simply a low rating from a real job is not removed, because that is the honest reach of the system working.

What a good response does for the next reader

Remember who actually reads your response. It is rarely the customer who left the Prop. It is the next homeowner, six weeks out, weighing whether to call you. A calm, specific reply to a hard Prop can win that homeowner more than a wall of glowing ones, because it shows how you handle a problem when it is in writing for everyone to see. A contractor who answers a tough review with grace looks more trustworthy than one with a suspiciously perfect record. Treat every response as a small audition in front of the customer you have not met yet.

What not to do

• Do not argue line by line. You will look defensive, and the reader stops reading.
• Do not threaten or imply you will get the Prop removed. You cannot, and saying so reads badly.
• Do not post anything you would not say to the customer's face on the job. The response is public and permanent, same as the Prop.

For how Props are earned and why they are tied to verified jobs, see Your Props and reviews.