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Premium Services - When you wish to decline

By Maria Castillo |

It's easier now than ever before for customers to initiate premium service requests with Experts. With the launch of the Auto Phone Call and Auto Secure Remote Assistance features, we made it even easier by suggesting phone calls or secure remote assistance to customers. For you, customer initiated requests validate the amazing quality of information and service you've provided, and take the pressure off of you to upsell.

While customer-initiated Premium Service requests are great for most Experts, we do understand that not all Experts are available when the request is made or they may not be willing to fulfill a Premium Service request. Experts always have the option to decline any Premium Service requests. When declining a request, make sure you follow the site guidelines and policies.

Please keep these things in mind:

  • Experts have the option to fulfill or decline premium service requests for any reason. If you are unable or unwilling to fulfill premium service requests, simply let customers know. For Auto Premium Service offers, you can let customers know that other Experts can assist if you are unable to.
  • Q&A conversations and Premium Services are defined as "information only" services under our Terms of Service. Customers are presented with the Terms of Service when using JustAnswer, and must agree that all information received through JustAnswer, including through premium services, are for "information only." You can review this section of the Terms of Service here.
  • There are four general types of Expert replies that are permitted: (1) Answers to questions, (2) Legitimate requests for information, (3) Polite replies prompted by customer posts, (4) Communications letting the Customer know you are working on an Answer.

If you have any questions, please contact Expert Support.

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