CUSTOMER SERVICE AND COMPLAINT HANDLING POLICY


INTRODUCTION

At Promptearn, we are committed to providing excellent customer service and ensuring a seamless experience for our Vendors, Buyers, Affiliates and other users. Our mission is to foster a positive and professional environment where customers receive timely assistance and their concerns are handled efficiently. We recognise that customer satisfaction is key to our success and strive to build trust and long-term relationships with all stakeholders.

This document outlines our structured approach to handling customer inquiries, resolving complaints, and maintaining a high standard of service. Our goal is to resolve issues fairly, transparently, and in a manner that upholds the integrity of Promptearn’s digital marketplace.

We believe in continuous improvement and encourage feedback to enhance our service quality. Every interaction is an opportunity to strengthen our commitment to excellence and ensure that our Vendors, Buyers, Affiliates and other users have the best possible experience on our platform.

SCOPE

This policy applies to all customer service interactions at Promptearn, ensuring prompt and efficient resolution of inquiries, feedback, and complaints. It includes but not limited to:

General Inquiries & Feedback

  • Questions regarding Promptearn’s platform, services, and processes.
  • Suggestions for platform improvements.

Complaints & Issue Resolution

  • Technical Issues & Platform Access: Troubles related to system functionality, login issues, or performance.
  • Product Quality Concerns: Complaints regarding the quality or accessibility of purchased digital products.
  • Vendor & Affiliate Disputes: Issues arising between vendors, buyers, and affiliates regarding transactions or service delivery.
  • Commission Disputes: Cases where affiliates claim a sale was made, but their dashboard does not reflect the commission.
  • Payout Delays: Instances where users report that they placed a withdrawal on Saturday but did not receive funds in their bank accounts on Sunday.
  • Course Access Issues: Situations where customers have paid for a course but did not receive an access email or link.
  • Withdrawal Process Inquiries: Assistance for users who need guidance on how to withdraw their earnings.
  • Password Reset Issues: Cases where customers repeatedly need to reset their passwords due to login difficulties.
  • Missing Email Confirmations: Situations where users claim they did not receive a confirmation email after making a purchase or sale.

Dispute Resolution & Payment Issues

  • Conflict resolution between vendors, buyers, and affiliates.
  • Payment processing issues, refund requests, chargeback issues and account security concerns.

COMMUNICATION CHANNELS

To ensure efficient support, Promptearn provides multiple channels for customer service:

  • Email Support: Direct assistance from the customer service team.
  • Support Ticket System: A structured approach to logging, tracking, and resolving complaints.
  • Social Media & Community Forums: Active engagement and response to inquiries, feedback, and discussions.

CUSTOMER SERVICE COMMITMENT

At Promptearn, we are committed to providing an exceptional customer experience through proactive engagement, efficient resolutions, and a dedication to continuous improvement. Our approach to customer service is guided by the following core principles:

  • Responsiveness – We prioritize timely responses to all inquiries, ensuring that Vendors, Buyers, and Affiliates receive prompt and effective support.
  • Professionalism – Every interaction is conducted with courtesy, respect, and a customer-first mindset, regardless of the nature of the inquiry or concern.
  • Transparency – We believe in open and honest communication, keeping customers informed about their concerns, resolution timelines, and available solutions.
  • Efficiency – Our goal is to resolve issues swiftly while ensuring a thorough and accurate investigation of reported concerns.
  • Continuous Improvement – We actively collect and analyze customer feedback to refine our support processes, enhance service quality, and align with industry best practices.

At Promptearn, every customer interaction matters. We strive to not only meet but exceed expectations, fostering trust and long-term satisfaction.

CHANNELS OF COMMUNICATION

Promptearn provides multiple channels for customers to seek support and assistance, ensuring accessibility and convenience:

  • Email Support: Customers can submit inquiries and complaints via email at . This channel is suitable for detailed concerns requiring documentation.
  • Support Ticket System: Customers can log and track their complaints through the Promptearn dashboard, ensuring transparency and systematic follow-ups.
  • Social Media DMs Support: Our team monitors social media platforms and community forums to address inquiries and concerns in a public or private setting.

COMPLAINT HANDLING PROCESS

To ensure a structured and efficient approach to resolving customer complaints, Promptearn follows a four-step resolution process:

Step 1: Submitting a Complaint

Customers can lodge complaints through any available support channels, including email, the support ticket system, or social media direct messages (DMs).

Complaints should include essential details for a faster resolution, such as:

  • Full Name & Email – For identification and communication.
  • Issue Description – A clear explanation of the problem.
  • Supporting Documents – Screenshots, transaction records, or other relevant evidence.
  • Previous Correspondence – If applicable, any prior interactions related to the issue.
  • Commission Disputes – Name and email of the prospect in cases where a sale was made but commission was not credited.
  • Payout Issues – Bank account details and withdrawal amount in cases of missing payouts.

Step 2: Acknowledgment

Upon receiving a complaint, customers will receive an acknowledgment via email within 24 hours confirming receipt.

The acknowledgment will include an estimated resolution timeframe and the next steps in the process.

Step 3: Investigation & Resolution

  • The complaint will be assigned to the appropriate support representative for assessment.
  • If additional details are needed, the customer will be contacted within 24 hours.
  • Depending on the complexity of the issue, a resolution will be provided within 24 to 48 hours.
  • If necessary, the complaint will be escalated to a senior representative or a specialized team for further investigation.

Step 4: Resolution & Follow-Up

  • Once resolved, the customer will receive a detailed notification outlining the resolution, actions taken, and any next steps required.
  • A follow-up may be conducted via email or phone to ensure customer satisfaction and gather feedback on the complaint-handling experience.
  • If applicable, insights from recurring complaints will be used to improve processes and enhance the overall customer experience.

DISPUTE RESOLUTION

At Promptearn, we are committed to resolving disputes fairly, transparently, and efficiently. If a customer is not satisfied with the resolution provided, the following escalation and dispute resolution process is available:

Escalation to a Senior Representative

  • If a customer feels that their complaint has not been adequately resolved, they may request an escalation.
  • The matter will be referred to a Senior Support Representative or the Customer Service Manager for further review.
  • Customers should provide details of the initial complaint, and any additional information that may aid in reassessment.
  • A response will be provided within 48 hours of escalation.

Review by the Dispute Resolution Team

  • If the issue remains unresolved after escalation, it will be reviewed by Promptearn’s Dispute Resolution Team, which specializes in handling complex cases.
  • The team will conduct an independent review, gather relevant information from all parties involved, and propose a fair resolution.
  • Customers will receive an update within 3 to 5 business days.

External Mediation (If Required)

If internal resolution efforts do not satisfy all parties, Promptearn may recommend engaging an independent mediation service to facilitate a fair and impartial resolution.

Legal Action (Last Resort)

Legal action will only be considered if all internal resolution avenues and mediation efforts have been exhausted.

Promptearn remains committed to handling disputes in a manner that prioritizes fairness, efficiency, balancing customer rights with business policies, and compliance with applicable laws. We continuously refine our dispute resolution process to maintain trust, transparency, and customer satisfaction.

CONFIDENTIALITY & DATA PROTECTION

Promptearn is committed to protecting the privacy and security of all customer interactions. We handle complaints and personal information in strict compliance with Promptearn’s Privacy Policy and applicable data protection laws. Key principles include:

  • Confidentiality: Customer information, complaint details, and resolution outcomes are kept strictly confidential and shared only with authorized personnel involved in the resolution process.
  • Data Security: All complaint records are securely stored and protected against unauthorized access, breaches, or misuse.
  • Limited Access: Only designated customer support representatives and relevant personnel have access to complaint-related information.
  • Compliance: Our data handling practices align with industry standards and legal requirements, including NDPR, and other relevant regulations.
  • Customer Rights: Customers have the right to request access to their data, seek corrections, or request deletion in accordance with Promptearn’s Privacy Policy.

CONTINUOUS IMPROVEMENT

Promptearn believes in ongoing enhancements to our customer service framework to provide an exceptional experience. We take a proactive approach to refining our support processes through:

  • Complaint Analysis: Monitoring service interactions, analyzing complaint trends, and identifying common issues to implement preventive measures.
  • Performance Metrics: Evaluating response times, resolution rates, and customer satisfaction scores to assess service efficiency.
  • Customer Feedback: Encouraging customers to provide feedback on their support experiences and using this data to make informed improvements.
  • Regular Training: Conducting frequent training sessions for support teams to enhance communication, problem-solving, and dispute resolution skills.
  • Technology Upgrades: Leveraging automation, AI-driven chatbots, and ticketing system enhancements to improve efficiency and customer experience.

CONTACT INFORMATION

For any inquiries, complaints, or assistance, our customer support team is available through multiple channels to ensure a seamless experience:

Email Support

📧 help@promptearn.com – Reach out to us via email for general inquiries, complaints, or technical support.

Support Ticket System

Submit and track your complaints directly through the Promptearn Dashboard for structured assistance and faster resolution.

Social Media Support

Connect with us via direct messaging on our official social media pages:

  • Twitter (X): @Promptearn
  • Instagram/Facebook: @Promptearn
  • TikTok: @UsePromptearn

POLICY REVIEW & UPDATES

To ensure continued relevance and effectiveness, this policy will be reviewed periodically and updated based on:

  • Changes in customer service best practices.
  • New regulatory and compliance requirements.
  • Insights gathered from complaint resolution data and customer feedback.
  • Enhancements in technology and service delivery.

All policy updates will be communicated to customers through our platform, and the latest version will be made available on our official website.