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Customer complains about the quality of the paper (Has the 14-day free…
Customer complains about the quality of the paper
Has the 14-day free revision deadline passed? (for big and rich orders 30 days)
NO
The paper is low-quality. The customer is angry and not satisfied at all
YES
The customer has submitted the assignment and has received the grade
NO
Comments of the customer refer to the assignment
YES
Open Quality Issue investigation with a comment on the case, add penalty to the writer. Can we revise or re-write the paper?
2 more items...
NOT SURE
Try to double-check on the key phrases that are similar to the instructions and the paper. Ask your colleagues to check and assist in identifying the comments. If still not clear, ask the customer to give more details if possible. Return to the previous question (Do comments refer to the paper?)
NO
Explain that to the customer. Ask to doublecheck. No need to open Quality issue
YES
The grade is A, B, C
NO
Open Quality Issue investigation. Ask for a grading sheet. Check the paper to see if the complaint has grounds and may be our fault and leave a comment about that (or set reminder to check the paper).
1 more item...
YES
Not a case for Quality issue investigation or any compensations. Explain that we do not guarantee any specific grade.
NO
Not at all a Quality Issue case. May need to be followed-up with Not followed instructions, Quality Control, Bad English investigations
YES
Is this customer's first order?
NO
Express your apology and tell the customer that the complaints should usually be provided within 3 days after the deadline for the reimbursement requests and Send to Money Back Guarantee terms. And revision can be done for free within 14 days. Offer a paid revision
YES
Express your apology, inform about terms and offer free revision as a one-time offer. Can we revise?
NO
Check the paper. Depending on the quality, offer a discount (15-20%) or a $5-10 refund to SC
YES
Send the paper on revision. Open Quality issue investigation to follow up on the outcome