If you encounter a problem with your lesson, such as you or the other party missing or being late to the lesson, or any of you facing technical issues, please communicate to each other and then use the “ there was a problem” button when the lesson time passed.
Both the student and teacher can report a lesson problem after the lesson has finished. However, this needs to be done within 3 days of the lesson finishing, after 3 days italki will automatically confirm the lesson as being completed.
Please note that it is up to the teacher to resolve the issue. italki will only resolve issues in extreme cases where a student and teacher cannot agree on a resolution and it becomes a dispute.
If you would like to report that the student missed the lesson, please make sure that you have waited for your student the entire booked lesson time. For details please refer to the Lesson Policy.
Please make sure that you correctly select the lesson problem and the resolution you want. If the student is reporting a problem, then you must double check both the lesson problem reason and resolution before deciding whether to agree or not. A wrongly confirmed lesson problem report cannot be reversed.
Here’s how to report a lesson problem:
- Click “There Was A Problem” and then select the Lesson problem and desired Resolution.
2. After submitting the other party has up to 7 days to respond.
- If the other party agrees the problem will be resolved according to your request.
- If the other party disagrees this will be recorded as a "dispute" and will enter "dispute resolution" handled by italki.
- If the other party does not respond at all, then the problem will be resolved according to your request.
What is Dispute Resolution and how does italki handle this?
If the other party declines your problem request and you cannot come to an agreement, then the lesson becomes a dispute.
italki mediates disputes by taking a look at all the evidence and circumstances surrounding the dispute. italki makes their final decision based on supporting evidence including:
Lesson Problem Report
The lesson problem report submitted by the party reporting the problem.
Messages and Chats
In addition to the lesson problem report, we will also look into communications between the teacher and student in their messages and interactions on italki.
Sources outside of the italki system (SKYPE Chat, Screenshots) will sometimes come into play if the above information is not sufficient.
Based on the above evidence italki will arbitrate the dispute. Outcomes vary based on the specific situation. The credits could be returned in full to the student, released in full to the teacher, split between the two parties, or the lesson could be rescheduled.
All italki decisions are final.