Refund Guideline

Which are the valid reasons for refund cases ?
Can select multiple answer

• Failed due to assignment quality

• Failed due to we unable deliver on the actual date

• The task result under client expectation

• Unable to deliver on the actual due date

Answer explanation

Only 3 valid reasons for refund case

What proof is required to run the validation step for every refund case ?

Answer explanation

1. Customer’s result or grade (officially by uni)

2. Our deliver date and client’s submission date

If a customer's task failed due to a quality issue and it is valid reason,

under which level of customer anger do we approve a 100% refund?

• 3

• 4

• 5

• 2

Answer explanation

For level 4 customer, they will start to make fuss / threaten us.

We will try 2 attempt to offer the 2 options then only proceed to agree with 100 % refund

What are the two options we will offer to

a customer who rejects our offer, insists on a refund, and shows signs of anger?

Answer explanation

• Keep it as credit balance (Full compensation) + Rebates RM50

• Partially Refund 50 %

For redo case, the task need to requote, which department you will need to assign to ?

• OP - Operation Team

• CS - Sales Team

• Finance

• ASD handle

Answer explanation

When the task required to requote.

CS will need to re quote client to update on the new task

Same task & No top up assign to OP

What are the steps to follow if we are unable to deliver on the scheduled date?

Please list out them from A to Z (Client agree and disagree scenario)

Answer explanation

Ask for extention

• If client agreed

Appreciate customer for their understanding

Tag OP and inform OP that client agree to extend

Inform OP to update the remark in sleek flow and sales enquiry

• If client declined

Apologies to customer and hold customer

Escalate to OP to decide the next step

Follow the advice by OP

escalate to OP to decide whether possible to complete before due date

If not possible, then ask OP to advice what method ASD should follow to address the issue

When providing a solution, how many attempts should we ask the customer?

• 2

• 3

• 1

• 4

Answer explanation

When comes to offer a solution, try 2 attempts to ask customer

Customer might consider again when you offer second attempts

If a client decides they no longer need our service after paid full,

how should we handle this if is an exam task?

• Fully refund

• Fully keep as credit balance

• Void deposit, keep 50% as credit balance

• Non refundable

Answer explanation

Exam : If client paid full but decided to cancel task. We will void deposit, but 50% will keep as credit balance

A client came in and said we failed her assignment. Below is the conversation:

You: To better understand this case, could you please provide the result of the task and any feedback from the lecturer?

Customer: This is private and confidential. I can’t provide that information.

What will you reply to the customer if she refuses to provide proof?

Answer explanation

I understand your concern about privacy, but as per our company policy, providing proof of the assignment's results and lecturer feedback is necessary to validate the process. This helps us ensure that all cases are handled fairly and accurately.

If you are unable to provide this information, we will not be able to proceed with the validation according to our SOP. We appreciate your understanding in this matter.

List out the valid steps for failed due to we unable deliver on the actual date

Answer explanation

1. Check uni grading system, our deliver date + client’s submission date is the same and lecturer’s comment / message / email

2. identify if any delay caused by client, eg. client send in materials late

3. If it’s valid proof, offer Redo for customer (2 attempts)