Resolution Requests: Handling a Customer Service Concern
OVERVIEW
How coaches interact with formal resolution cases when the platform exposes them.
HOW TO
1. Review the resolution case from the coach portal or notification.
2. Read the customer concern and associated session record before responding.
3. Respond factually and keep communication inside the platform.
4. Do not promise an off-platform refund or payment arrangement.
5. Wait for the platform decision when an admin review is required.
IF SOMETHING IS WRONG
Use Help & Support to open a ticket when the screen does not behave as described. Include the affected screen, what you were trying to do, what happened, and any order, booking, session, ticket, or payout reference shown on the screen. Never send passwords or full payment-card numbers.