On occasion, Rover has refunded amounts to pet parents in connection with a completed revenue transaction as a result of concessions for customer service matters. Rover considers customer refunds for a completed revenue transaction to be a form of variable consideration and these refunds totaled $1.1 million, $0.7 million, and $0.4 million for the years ended December 2018, 2019, and 2020, respectively and $0.7 million and $0.4 million for the nine months ended September 30, 2019 and September 30, 2020, respectively. These amounts were not material to Rover’s consolidated financial results for the periods presented.
| 33. | Reference is made to your disclosure regarding incentives to pet service providers on page F-15. Regarding incentives not recorded as a reduction of revenue, please tell us what these incentives are related to, where they are classified and what the amounts are in each period presented. |
The Company respectfully advises the Staff that Rover offers incentives to pet service providers, such as referral incentives, as part of Rover’s marketing strategy to encourage the use of Rover’s platform and to attract new pet service providers. These incentives, included within marketing expenses, were less than $160,000 in each of the periods presented and were not material to Rover’s consolidated financial statements.
The Company has revised the disclosure on pages 39, 211, 217, 225 and F-15 to remove reference to the incentives offered to pet service providers.
Cost of Revenue, page F-15
| 34. | We note that you distinguish expenses between Cost of Revenue that are directly attributable to revenue, and Service Operations which includes costs associated with your service operations team and third-party costs related to outsourced support providers. Please tell us how you determined which costs are presented in each category and how you concluded that the expenses presented in Service Operations are not directly attributable to revenue and therefore included in Cost of Revenue. |
The Company respectfully advises the Staff that pet parent and pet service provider customer support is provided by Rover internal and external resources who service both pet parents and pet service providers. For pet parents, this includes support during the sign-up or pre-booking process, during the booking or stay and post-stay. Support includes addressing comments and questions and acting as a resource for the day-to-day operations related to booking services in alignment with Rover’s guidelines. Similar to pet parent support, pet service provider support occurs during sign-up or before accepting any booking, during the booking or stay and after delivery of the pet care service. These costs are not separately managed or tracked for activities before, during, or after bookings and stays take place.
The main objective of Rover’s support function is to enhance the pet parent and pet service provider experience rather than to address issues normally encountered in the earnings process. Rover believes these support services maintain pet parent and pet service provider loyalty, garner repeat business and encourage pet parent and pet service provider engagement. As such, Rover believes these costs are appropriately classified as operations and support costs.
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