Expert Payment and Customer Rating Guide

Follow

Comments

18 comments

  • egc032552

    Thank You

    0
    Comment actions Permalink
  • silentashes

    Q: This is great, except I'm unclear on Refunds.
    Here's what you wrote -- can you elaborate on this?
    "Refunds:
    ...
    The customer's payment to you ///will be drawn from your earnings/// and returned to the customer at the time that the refund is issued."
    For example, What are the policies, duties & responsibilities of the Expert at that time (and after), with regard to returning payments?
    AND what happens if an Expert has zero-dollar earnings in their JA account at the time the refund to customer is issued?
    "Refunds: If a customer requests a refund within 30 days of payment, Justanswer.com will honor the customer's refund request. Justanswer.com also reserves the right to process refunds requested after 30 days. The customer's payment to you will be drawn from your earnings and returned to the customer at the time that the refund is issued."

    0
    Comment actions Permalink
  • Anh Nguyen

    Hi @silentashes, I am passing your questions to our Expert mods to better answer.

    0
    Comment actions Permalink
  • msbabyd

    I don't use PayPal any more is there a different way of being paid?

    0
    Comment actions Permalink
  • Anh Nguyen

    @msbabyd: Hi there. I've passed your question along to Lori and Maria, our Expert Moderators, who will get back to you ASAP.

    0
    Comment actions Permalink
  • aladdinosama

    What about negative rating from customer without mentioning any reason for that ?
    and timed out requests which were not rated ?

    0
    Comment actions Permalink
  • Anh Nguyen

    Hi Aladdin! Currently, negative ratings do not affect Experts. If you get a negative rating, use it as an indicator to follow up with the customer. If you get a timed out request and the customer has expressed satisifaction with your service, you can submit a no-click-rating request by clicking on the Submit a ticket button at the top of thjis page. Our Expert Moderators will review your request and if approved, you will be credited.

    0
    Comment actions Permalink
  • DrOlivia-JD-MD

    What is the procedure if you provide an answer (or multiple answers) to a customer and they will not rate you. Are those just questions you will not be reimbursed for?

    0
    Comment actions Permalink
  • Anh Nguyen

    Hi Olivia, we send customers several follow-ups on your behalf to remind them to rate. If you have a customer that was clearly satisfy with your answer but did not rate, you can submit a No-Click-Rating (NCR) request and the Expert Mods will review. To do so, just click on the "Submit a ticket" button at the top of this page. Make sure you include the question URL with your NCR request.

    0
    Comment actions Permalink
  • tduford

    I am noticing more and more that customers elect not to rate the expert, becoming abusive of the service. Is there anything that can be done with customers that repeatedly request responses, receive them, or even request a specific expert get a response but never rates the response? Is there a way to stop this as it is becoming a regular theme amongst a lot of the customers.

    0
    Comment actions Permalink
  • Anh Nguyen

    Hi Tarra, we do want to make sure that Experts are fairly compensated. We are reviewing the payout structure and will inform the community if we make any changes. In the meantime, we do send customers multiple notifications to rate and have processes in place, such as No-Click-Rating (NCR) requests, that help with rating.

    0
    Comment actions Permalink
  • RHD-Tech

    Can we implement a reminder when they try to exit the chat window to rate to compensate the expert that helped them since they have paid for the service?

    0
    Comment actions Permalink
  • Anh Nguyen

    Hi Stefan, we already do send customers several reminders to come back and rate the Expert if they have not done so. The first reminder goes out 24 hours after an answer has been provided.

    0
    Comment actions Permalink
  • silentashes

    @Anh- I'd also like to see RHD-Tech's suggestion implemented:
    "... a reminder **when they try to exit the chat window**"
    (i.e. a javascript alert dialogue that pops up in-browser)

    0
    Comment actions Permalink
  • tduford

    If reminders are sent to customers reminding them to rate the expert, then wouldn't their lack of response or rating be a conscious and deliberate act to avoid compensating the expert? Often experts send a message in their response to customers to please rate the response but this often goes ignored. Many continue to ask multiple questions as if unaware the request to rate has even been made by the expert. However, they will remind an expert if they do not feel one of their questions was thoroughly answered, to elaborate. Therefore, I do not think providing the customers with reminders is the real issue.

    0
    Comment actions Permalink
  • silentashes

    @tduford- I disagree; I think many non-tech-savvy folks miss seeing the emails in their inbox... or simply don't open them because they think, "oh well it's fixed, so i can ignore that now" -- not necessarily realizing that it's important for the expert to be paid!
    .... an in-browser popup window is easier to see than an email.
    .
    and there have been bugs/issues in the past where folks' responses aren't sent properly via email.
    .
    put it this way: is there any harm in adding an inbrowser popup? (it would take the coders like five minutes to implement, and no more than a few hours of staff time to design and plan, i should hope....)

    0
    Comment actions Permalink
  • henrysdoc

    Can I just use my personal paypal account or do I need a business one for this?

    0
    Comment actions Permalink
  • Anh Nguyen

    @henrysdoc Yes, you can use your personal PayPal account.

    0
    Comment actions Permalink

Please sign in to leave a comment.