After a session is successfully delivered and completed, learners have the option to report any issues regarding the session. Reported issues are escalated to you for resolution and are displayed on the Reported Issues page.

 

You will receive payment for the session only after the reported issues are resolved. 

 

Reported issues for both one-on-one lessons and group classes are displayed in a list format. The list is organized by the current issue status, with ongoing issues appearing at the top, followed by resolved issues, issues escalated to the admin, and closed issues. On this page, you can view details such as the learner's name, session language, session date and time, current session status, issue title, and the current status of the issue. Several functionalities are available on this page for managing these issues.

 

Click the "view details" icon to open the details window. You can review the full information about the reported issue in the following sections.

 

 

 

- Issue Detail: View the issue details from this section, such as, current issue status, reported issue, name of the learner who posted the issue and the date and time of reporting the issue. The action taken by the learner is also displayed in this section.

 

 

- Issue Logs: View the timeline of the reported issue. The section displays the actions taken by the concerned users and the comments posted with the actions.

 

 

- Session Details: View the information for the session in question, including the class/lesson ID, order ID, teacher session ID, session price, and the name of the user who ended the session. This section also shows the names of the tutor and learner, as well as their respective joining and ending times.

 

 

 

The resolve issue icon button is displayed for the reported issues that are yet under progress. Click the button to open the Issue Detail window containing the Resolution Form.

 

View the issue status, issue in question, name of the learner who posted the issue and the date and time when the issue was reported. The following fields are available in the resolution form:

 

- Take Action*: From the drop down list, select the best possible resolution for the reported issue. The actions list is populated with the resolution alternatives as defined by the admin.

- Your Comment*: Enter the relevant supporting comments and details you want to share with the learner. Once done, click Submit. The issue status is updated accordingly on theReported Issues page and a system generated alert is sent to the learner via email.