Though uncommon, cancellations are an option to resolve issues, such as when students accidentally select the wrong tutor for their question or make an error in posting their question that impacts the matched tutor’s ability to work on the question. Studypool offers these guidelines to help educate tutors on dealing with these unexpected situations.
Valid reasons to cancel a question
The student is matched with a tutor that they do not want to work with for whatever reason (e.g., they chose the tutor by mistake) and lets the tutor know in a prompt manner.
The student made an error in posting the requirements for their question (included errors in time limits, budget, or specific requirements) and the tutor is therefore no longer able to answer the question according to their bid.
The student is unable to provide the required materials needed to answer the question that they thought they would initially be able to provide.
The student no longer needs the question answered and lets the tutor know right away.
Note: Per Studypool Policy, tutors who cancel a question outside of the above situations are subject to receiving sanctions.
How should tutors cancel a question?
If you can see that one of the above scenarios has occurred, you should acknowledge right away that you intend to cancel the question and confirm with the student that they are in agreement.
At the bottom of the discussion page, you will see the option to 'Mark as complete and say goodbye' or 'Cancel'.
Select ‘Cancel’. This will take you to a menu where you can submit the reason for cancelling the question.
Upon cancelling the question, the downpayment will be refunded to the student’s balance and the tutor will no longer be able to work on the question.
The Studypool moderation team will then review the refund request. If the cancellation is in good faith, we will remove any negative reputation resulting from the refund on the tutor’s profile.*
* Please note that when any cancellation occurs, Studypool will determine, in its sole discretion, to warn the Tutor, to suspend the Tutor, or take no action against the Tutor. Please refer to the Studypool Policy page for further information and context.
What if the tutor has already spent time answering the question?
Suppose a tutor has already completed answering the question in full or even partially before they are alerted by the student about the request to cancel, they should immediately upload the work in progress explanation and answer. Though the student may still request a cancellation, Studypool will handle these questions on a case-by-case basis, and if the tutor has complied with the student’s initial requirements, then it is most likely that the refund request will be declined.