A client isn't responding- what do I do?

Unresponsive Clients

Why did this client stop replying after submitting a brief?

It’s not uncommon for prospective clients to become unresponsive after submitting a brief and receiving an introduction. We know this can be frustrating, and we’re actively working on improvements to reduce ghosting.

Does this affect my close rate or metrics?

No need to worry. Our system already accounts for unresponsive clients when calculating expert close rate metrics. While we can’t remove individual instances from the stats you see on your dashboard, Storetasker’s expectations factor in the reality that some clients won’t reply.

We’ll also be iterating on close-rate metrics in the future to further exclude non-responsive clients.

What happens to clients who ghost?

If a client is consistently unresponsive, this is tracked. They receive automated reminders from HQ urging them to reply. A pattern of ghosting may negatively affect their ability to continue hiring through the Storetasker network.

How many times should I follow up?

We recommend sending no more than 2–3 follow-ups. More than that can feel excessive and is unlikely to improve response rates.

What if a client becomes unresponsive after you’ve started or completed work?

It’s rare, but sometimes a client goes quiet midway through a project or after you’ve delivered your work.

First steps

If you haven’t heard back:

• Send a brief, professional message checking in.

• If you have a phone number or secondary email for the client, try reaching out there as well.

• We recommend giving the client a quick call when possible — this is often the fastest way to resolve things.

If you can’t reach the client at all

If multiple attempts go unanswered, and the work is fully completed:

1. Let the client know that you will be marking the project complete unless you hear from them within a set timeframe (typically one week).

2. After that time passes, go ahead and mark the work as completed in your dashboard.

3. This will trigger a 3-business-day review period for the client.

   • If they respond, they can approve the work or request changes.

   • If they do not reply within 3 business days, the work is automatically approved.

This ensures your project can wrap up smoothly — even if the client is unresponsive.

Pro Tip: Ask for backup contact info upfront

To avoid communication gaps later, we strongly recommend asking each client for:

• A phone number, and

• A secondary email (if available)

Having a backup contact method makes it much easier to keep projects moving and avoid long delays.