If there is a problem with your lesson, you need to report:

• What happened with your lesson or the Lesson Problem?
• How do you want to Resolve the Lesson Problem?

Before you report a problem, please make sure to:

Check your italki Lesson Messages and / or SKYPE messages to see if the Teacher left you a message tried to contact you. Teachers sometimes have emergencies too. We advise that before immediately marking a lesson as a problem to give the Teacher a few hours to attempt to respond to you before marking it as a problem.

Selecting the correct Lesson Problem

Reached a prior agreement

Select this option if both you and the teacher have already agreed to a resolution for this lesson problem. For example:

• In your lesson messages you wrote to your teacher that you would not be able to attend the lesson and your teacher has agreed to a resolution (reschedule the lesson or refund italki Credits).
• In your lesson messages your teacher wrote to you that s/he would not be able to attend the lesson and you have agreed to a resolution (reschedule the lesson or refund italki Credits).
  
  
  
  Note: When selecting Reached a prior agreement both the teacher and student will not receive a missed attendance mark.  This is because had agreement ahead of time.
  

The student did not attend the lesson

Usually your Teacher would select this option if you were a no-show for the lesson. However, you can also select this option if you did not attend this lesson. This is a negative mark for the Student. For example:

• You did not provide any advanced warning in Lesson Messages that you would not be attending this lesson and your Teacher was ready to give the lesson and was waiting for you.
  
  
  
  Note: When selecting The student did not attend the lesson the student will receive a missed attendance mark.
  
  

The teacher did not attend the lesson

Select this option if your Teacher was a no-show for the lesson.  This is a negative mark for the teacher.  For example:

• Your teacher did not provide any advanced warning in Lesson Messages that s/he would not be attending this lesson and you were ready and waiting for this lesson.
  
  
  
  Note: When selecting "The teacher did not attend the lesson" the teacher will receive a missed attendance mark.
  

Other

Select this option if there are Other types of problems  For example:

• Internet power outages, natural disasters, health emergencies or any situations that are not within the Teacher or Students control.
• There was an earthquake which caused a power off. And the teacher had let the student know about this issue that the lesson is not able to occur, teacher request to refund the lesson credits to the student. 
  
  
  
  Note: When selecting Other both the teacher and student will not receive a missed attendance mark.  This is because of circumstances outside of their control.
  

Selecting the Desired Resolution

After providing what happened with your lesson, you can now specify if you wish to Reschedule the lesson or Return the lesson credits to the student or to the Teacher.

For Package Lessons, you will be asked if you wish to:

• Mark that the lesson was completed (sending the italki Credits to the Teacher)
• Mark that the lesson was incomplete (which cancels this lesson and creates a new lesson in the package that can be scheduled at a later time).  

After you submit this as a problem, the teacher has 7 days to respond.

• If the teacher agrees, then the problem will be resolved according to your request.
• If the teacher disagrees, then this will be recorded as a "dispute" and enter "dispute resolution"
• If the teacher does not respond at all, then the problem will be resolved according to your request.

Dispute Resolution

If the teacher disagrees with your request, the problem will enter "dispute resolution". italki will then arbitrate the dispute. All italki staff decisions are final.

FAQ: What is Dispute Resolution?