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How We Work to Ensure Your Expectations are Exceeded
If you choose to use Scribendi, you can and should expect to receive high-quality editing or proofreading. So what happens if your expectations are not met? At Scribendi, complaints are taken very seriously, and we have established an efficient quality assurance procedure to ensure that all edited documents meet our high quality standards. Here's what we will do to help if you are not completely satisfied with our work.
How Quality Assurance Checks Work
If you receive your completed document and have concerns about the quality of the edit, we encourage you to let us know. The fastest and easiest way to do this is to provide a feedback score after you have retrieved your document from our system. This can be done by assigning a score out of five stars or by providing direct feedback in the comments section. If you are unsure about how to provide a feedback score, you can also email or call customer service directly.
Once you have provided a customer relationship specialist with the details of your complaint, that representative will initiate a formal quality assurance check. This means that one of our senior staff members will review your document to check for errors. The results of this quality assurance check will be used to determine whether the edit has met Scribendi.com's strict quality standards. If the document does not meet our standards, we will contact you immediately to address the concerns. If the document does pass the quality assurance check, you can be assured of the accuracy of the edit.
Sometimes, our clients are satisfied with the quality of the edit they received, but they still have some questions. If you are unclear about something your editor has done or about a comment he or she has made, please let us know. Please email or call customer service with your questions or concerns. One of our customer relationship specialists will get in touch with your editor to answer your question(s) as soon as possible.
If you have any problems with your document, please do not hesitate to contact our customer service department. Note that our customer relationship specialists are available via phone and email between 7 a.m. and 10 p.m. EST (GMT -5). If this does not correspond with your availability, please fill out the online form on our contact page, and we will email you within 12 hours.