A pop up should appear when a customer rates negatively requesting the reason for doing so. That reason is then shared with us.
A pop-up should appear when a customer rates negatively requesting the reason for doing so. That reason is then shared with us.
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Michael commented
I think the process of refund is riding on the back of the expert who provides, their time and expertise. Just Answer must show some restraint and resist customer abuse when a correct answer is given and implemented. The Experts must have a chance to defend their answers, or work with the customer until a solution is clearly achieved or agree with the refund.
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Michael commented
I think the expert must be included in the refund process and provide input when the customer is abusing the refund process. The customer should not get a refund after receiving a correct answer.
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Gary Rolfe commented
I see this as a way out of paying, after you have given an answer, especially those that give no correspondence after asking their question.
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Judy Bailey commented
One thing that would be nice to know is if the customer asks for refunds. I had a customer that asked for four refunds from previous months, and I got slammed with them all at the same time. Ouch.
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Jay Duployen commented
The current system for Feedback is very unfair, recently I received several negative feedbacks from customers who rated me badly, not because of myself or performance, but because of site itself and/or their ignorance as to the fact this is a paid service.
One customer was fed-up that they kept getting emails every time I responded to them and were confused as to what was going on and where to reply. They told me said they had enough and left me a negative feedback. I mentioned this to customer services whom I asked if they could review and remove the feedback as it was clearly aimed at their frustration with the site and not due any mistake by myself. I was told that there was no process to remove this and not to worry as other customers couldn’t see the feedback.
Another person suddenly discovered that this was a paid service, immediately was not happy and left me a negative. My main concern is the fact that this his has happened time and time again, I had several of these in the past 2 weeks and they have badly affected my average feedback. Because my average fell below a certain point I was removed from my main category “computers” and now get a fraction of the work I was before (probably 10%).
There has to be a process to review negative feedback upon request by the experts, otherwise the site is inherently unfair.
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Tim commented
agrred
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Irwin Law commented
It was back in Dec. 2014
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Irwin Law commented
I believe I suggested the same thing many months ago. I would add one additional thought. The customer should get a pop-up that says negative feedback, one or two, will not be posted to the answer unless reasons are stated.
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Amedee commented
YES, I agree. I would like to see that as well
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PitRottMommy commented
I love this idea! It would, at least, address the concern that people are simply rating negatively because they don't want to pay.
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Allen Tate commented
Great idea. Of course, I'd be satisfied if I received an email notification of a negative review. There is a very narrow time window to try and change a person's mind.
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Gary Jensen commented
I agree that the negative rating issue should be addressed. There are also a percentage of savvy customers know that they can get a correct diagnosis or information and all they have to do is rate us at one or two stars and they don't have to pay. I support the idea that, if they are giving a negative rating, they should be required to justify the rating before it can be registered. We can also then have greater feedback as to the main reason for the negative rating.
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Phil Scott commented
That would be a very good idea.... it would show that 8 or 9 out of 10 negatives are a result of the customer being mad with the site itself for one reason or the other, not upset with the expert... it would allow JA better insight on what needs to be fixed as well.
We saw that a few years ago when moderators were reviewing for bogus negatives..
80 or 90% were not the fault if the expert... but customers complaining about credit card charges they did not understand, or pop ups of various sorts, or difficulty navigating the site.... or a drunken rant of one sort or the other.
At least we should know the reason.
Targeting the expert hurts morale, and expert retention, and that hurts everyone, including JA...
Many of the questions that go cold, with no answer, are the result of the expert not wanting to take the chance of getting a negative on a problem situation that we can see coming.
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spooge031 commented
absolutely too easy to hit negative and not get paid for a question but does the site get paid either way? how much is the site losing on negatives?
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anonymus commented
at the very least a customer should have to explain why they want to leave a negative rating.
9 out of 10 times I have noticed it has nothing to do with what the expert provided. Yet the expert has no recourse.
Plus there are some customers that are trolls, I think they come on, ask a seemingly legit question, just to get a kick out of rating negatively
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Maverick commented
IF AN EXPERT HAS NO UNDERSTANDING OF WHY HE/SHE HAS RECEIVED A NEGATIVE RATING, THEN THERE IS NO OPPORTUNITY FOR THE EXPERT TO IMPLEMENT ANY TYPE OF SELF IMPROVEMENT PROGRAM. - Case in point at the link below:
I have asked the customer to provide an explanation as to what, if anyhting, I have done to receive a negative rating so that I can try to rectify the situation. The customer has not responded. I am at a complete loss as to why I have received this negative rating when the answer is on point and correct.
Just Answer declined to remove this negative rating.
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Anonymous commented
I would like to see a multistage process required for a customer to leave a negative rating. Building in some type of required additional communication with the expert, in order for a customer to leave a negative rating would be desirable. Allowing the expert to satisfy the customer is what it is all about. I realize that the customer needs to be able to rate an experts answer, and ultimately if they choose a poor rating so be it. Still it doesnt have to be easy, and allowing the issue to alert the expert, thus allowing an expert to try to make a happy customer out of displeased customer would be a win win for everyone from my point of view.
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Irwin Law commented
I think the "poor" and "bad" ratings are meaningless unless they are followed by a pop up telling the customer to state a reason for the rating, otherwise their rating will not be communicated to the expert.
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Anonymous commented
case in point is yes, while most customers may just close the question because they are angry and frustrated some do in spite leave a poor rating .so they feel better .understandable perhaps but not warranted to having a poor rating stay,
I try to calm them down a bit and ask if I can further help them .which works in the most part,but not always.
I guess it is like life itself there are some people you really cant deal with,which because they dont see themsevles to blame but everthing else out there ,.shame ,but thats life (monte python)
ALWAYS LOOK ON THE BRIGHTER SIDE OF LIFE .
here is an examplehttp://www.justanswer.com/jeep/8m62z-1988-grand-wagoneer-recent-camshaft-lifter-replacement.html?L=T&r=ems|2014-08-21|902|ln=topicsubject_ln
so this should have a reverse of the poor rating but it wont happen-policies not individual decisions . -
Muddyford commented
Agree, we need to know why there rating bad, since only site issues, are the ones than can get refuted. A customer simply not wanting to pay should not warrant the expert having to keep the negative. Negatives should only be for incorrect answers. We are getting rated bad for even the simpliest issues. What wire colors go to X, we answer and get rated bad.