The question
A tip showing up as an uneven amount, like $5.16 instead of a round number, is normal. Every tip a customer gives you is yours in full, with nothing taken out.
How it works
Customers have 5 days from service completion to rate and tip. Both happen in the same flow, and a 4- or 5-star rating is what shows the tip option. The customer picks 10%, 20%, or 30% of the customer's price for the job, enters their own amount, or has AutoTip apply automatically. Whatever they choose is credited to your balance in full and included in your next weekly payout. Most uneven amounts come from a percentage tip on a customer price that isn't round.
What you control
You don't set or influence the tip amount. The customer chooses it, and it's credited to your balance automatically. What you can do is check it: in the app, tap the menu, then Settings, then Billing, to see itemized, per-tip detail. The same breakdown is on the Pro website under Billing > Balance.
What to tell the customer
If a customer asks why their tip wasn't a round number, it's the percentage they chose of their price for the job, applied exactly. Nothing is taken out of it.
Key facts
- A percentage tip is a percentage of the customer's price for the job, not of your payout, so it won't match a round percentage of what you were paid. For example, 20% of a $25.80 customer price is exactly $5.16. The whole tip is yours.
- Customers pick 10%, 20% (the default), or 30% of the customer's price for the job, or enter their own amount, up to $150.
- When AutoTip is on, it's the tip for that job. The customer doesn't also add a separate manual tip.
- Don't take a tip outside the app, even if the customer offers. Thank them and ask them to tip you in the app instead. Every tip in the app is yours in full.
- Tip Matching is a separate, Platinum-only quarterly bonus. We match the tips you received that quarter, capped at 25% of your net quarterly earnings. It isn't part of the customer's own tip. It shows as a "Matched Tips" line in Billing on the first day of the next quarter (January 1, April 1, July 1, and October 1), for the quarter before, and goes out with the next Monday payout. To see the date, open Performance in the menu, tap Rewards, then Learn more on Tip Matching.
- A tip can reverse a few ways: automatically, if the customer had AutoTip on and then rated the job below 4 stars within the 5-day review window; if the customer contacts Pro Support to have a tip removed; if the customer accidentally submitted the tip twice and the duplicate is refunded; or automatically, when a customer dispute about the job is resolved with a full service credit. A standalone service refund or credit doesn't automatically reverse a tip.
What to do
Nothing is needed to receive a tip. It's fully automatic. To find your tips:
- In the app: tap the menu, then Settings, then Billing. Look for lines labeled "Tip for [service] at [address]". Each one is an individual tip.
- Or on the Pro website: go to Billing > Balance, select the payout week you want to review, and look for the same "Tip for [service] at [address]" lines.
To understand an uneven amount, find the line for the tip. A percentage tip is a percentage of the customer's price for the job, not of your payout, so it won't match a round percentage of what you were paid. The whole tip is yours.
If something goes wrong
My tip is an uneven amount, like $5.16. That's the exact amount the customer chose, most often a percentage tip on a customer price that isn't round. Nothing is taken out of it.
I expected a tip and don't see one. The customer didn't tip (many don't); the customer rated the job below 4 stars (tipping only shows at 4–5 stars); the customer had AutoTip on but rated below 4 stars, which reverses it automatically; the customer contacted Pro Support to have the tip removed; or the 5-day rate-and-tip window closed before the customer got to it.
I see a tip, then a negative amount for the same tip. That's a tip reversal. In Billing, a reversed tip shows as its own line. "Autotip refund issued" means the customer had a tip set to add automatically and rated the job under 4 stars, which reverses it. "Tip refund issued" means a dispute ended with the customer getting a full credit for the job.
My quarterly Tip Matching doesn't look right. Tip Matching is Platinum-only and capped at 25% of your net quarterly earnings. If that cap is lower than your total tips for the quarter, the matched amount is the capped number, not the full total. Contact Pro Support if the math still doesn't check out.
My tip total doesn't match between the app and the website. Both show the same itemized detail and should add up to the same total. If they don't, contact Pro Support.
I think a tip is missing or wrong. Contact Pro Support. They can look up the underlying balance items and confirm what was credited and when.
Your outcome
Every tip a customer gives you is yours in full, with nothing taken out. Tips are included in your regular weekly payout. Tips themselves aren't part of the tier metrics that are tracked (rating, completion rate, cancellation rate).
Was this article helpful?
Thanks — glad it helped.