In the event that a participant who attended your video-based online support group is requesting a refund due to technical difficulties, it is your responsibility to process the return. You may use your own discretion in approving the refund. The funds will be coming out of your payments and not out of HeyPeers.
HeyPeers will only provide reimbursement to you for the refund IF the technical difficulties were a platform issue not due to user error. In order to confirm that the technical difficulties were a platform issue we need as much of the following information as is available:
- Username of participant
- The device they were on for the meeting
- Web browser they were using (if it wasn’t the HeyPeers App)
- A detailed description of the issue they were experiencing
- Screenshots of the issue
If the participant requests the return “live” while in the video-based online support group meeting, please private message the following items above to help mitigate disruption to the entire meeting for other participants. You may also message them after the meeting, requesting the information.
Once you have gathered the necessary information, please submit this information to HeyPeers technical support. The technical support team will review and follow up with you whether it’s been approved that HeyPeers will reimburse you.
If the technical issue was in fact user error, it is under your discretion whether you will refund the meeting fee. Here’s how you refund the meeting fee.
To prevent user error from happening you may want to message the participants who have never been to a HeyPeers video-based online support group meeting. Here’s how you find out whether they have attended a meeting before and how to message them.
We recommend that you share these directions with users to help them prepare for the video-based online support group meeting.