Client Complaints & Feedback Alerts

What is a client complaint?

A client complaint occurs when a client (brand) messages Support with a concern or issue about an expert they have been introduced to, triggering a Client Feedback Alert.

When a Client Feedback Alert is created:

• The expert is notified in their dashboard under Active Support Cases in the Danger Zone.

• A system message is sent outlining possible next steps.

Multiple complaints from the same client are possible (e.g., one initial complaint and a follow-up if the client later reports the issue is unresolved).

How are client complaints resolved?

• Client complaints are resolved directly between the client and the expert. Storetasker HQ is not a party to expert-client contracts.

• Experts are expected to partner with clients to reach resolution.

• Storetasker Support can provide guidance and advice, but resolution is ultimately handled by the expert and client.

Automatic complaint closure may also occur if:

• A client responds to confirm an issue is resolved, or

• A disputed project is approved by the client.

Do client complaints affect my account?

Yes. Access to new leads will be paused until your complaint is resolved. Longer-term affects vary depending on the number of complaints.

• 1 complaint → Usually no long-term impact, but new leads may be paused temporarily.

• Multiple complaints → Lead flow, introductions, and account access may be restricted.

Client complaints are permanently logged, and are not removed from a member's account.

What happens at different complaint levels?

• 2 Complaints

  • Access to new introductions paused until all complaints resolved

  • Lead flow may be reduced

• 3 Complaints

  • Access to new introductions paused for 90 days

  • Proof of business insurance required to keep account in good standing

  • After 90 days → limited introductions and reduced lead flow

  • After 180 days with no further complaints → lead flow may increase

  • Slack community access may be reduced or closed

  • Cash-out delay: 5 business days

• 4 Complaints

  • Access to new introductions paused

  • To maintain account, expert must deposit into Storetasker-managed escrow:

    • $5,000 or 2× Average Account Value (whichever is greater)

• 6 Complaints

  • New introductions paused indefinitely

• 8 Complaints

  • No further introductions

• 12+ Complaints

  • Expert may only access:

    • Active clients, or

    • Clients who return to continue a relationship

⚠️ Note: Membership may be closed at any time. In such cases, for 1 year after closure, Storetasker will forward client requests to the expert’s personal email.

What is “earnings per client complaint” and why does it matter?

For members with 2+ complaints, Storetasker calculates earnings per complaint:

Formula:

Total sales ÷ Total number of complaints

Impact thresholds:

• Below $50,000 per complaint → Reduced leads + Slack access paused

• Below $25,000 per complaint → Leads and Slack access paused indefinitely

Key Takeaways

• A customer complaint and/or Client Feedback Alert is triggered automatically.

• This process is entirely automated—HQ does not play any role in creating or managing these entries.

• Client complaints are rare (80% of experts never receive one)

• Multiple complaints significantly limit introductions, lead flow, and community access.

• Earnings per complaint are also factored into account standing.

• Resolution is primarily between client and expert, with Support available for guidance.