In this guide, we’ll show you how to request a replacement or refund for a participant session on Userlytics. Please note that you need to initiate this process within 7 days of receiving the session results for it to be eligible.
Step 1: Navigate to the Study Result
Go to your Userlytics dashboard and click on the study from which you want to request a refund or replacement.
Open the participant recording that you are unhappy with. This will bring you to the participant’s session view.
Step 2: Rate the Session
Navigate to the ‘Star rating’ located in the top right corner of the video recording.
Here, you should give the session a 1-star rating. Only sessions rated with a 1-star will trigger the replacement or refund option.
Step 3: Select the Reason for Your Rating
After selecting 1-star, you will need to specify the reason for your request.
Choose from the list of reasons, the one that best describes your dissatisfaction by ticking the checkbox, such as “Participant didn’t follow the study instructions properly” or “Technical issues.”
Step 4: Request a Replacement
Once you’ve selected a reason, a checkbox labeled “Request Replacement” will appear at the bottom.
Tick this box if you’d like to request a replacement for the participant’s session.
Click on the “Save” button to submit your request.
Step 5: Requesting a Refund
If you prefer to request a refund instead of a replacement, skip the “Request Replacement” checkbox.
Write in the “Comments” section, “I’d like to request a refund please.”
Click “Save” to submit your request.
Step 6: Confirmation and Follow-up
After submitting your request, the Userlytics support team will review it and reach out to you within 48 working hours with the outcome.
