THERE ARE TWO WAYS TO RESPOND TO A CUSTOMER'S QUESTION:
1. Information Requests
When you need additional information from the customer in order to provide a complete answer to a question, leave the "I'm ready to be rated" tick box unticked when sending your replies. You can do this in the following cases:
a) Asking the customer a question
b) Verifying information with the customer, or
c) Giving any other sort of non-answer response.
When you have enough information to fully answer a customer's question, click the "I'm ready to be rated" tick box when sending your answer. The customer is notified on their screen and via email that their answer is ready, and the customer is prompted to rate and pay for the answer.