Clients are encouraged to provide feedback on our services. They do this by submitting a rating (1–5 stars) and/or comments for completed orders that they receive. Scribendi's CS staff reviews and acts on every feedback item that we receive from clients. For some ideas about how to get five star feedbacks from clients, check out our Five Star Feedback Report, available in the Five Star Editing Documents section of our Guidebooks tab in EditorWorks™. 

• If the feedback is high (4 or 5 stars), you will receive an e-mail indicating that the client was pleased with your services. Keep up the great work!  

• If it is a low feedback (3 or fewer stars), but the complaint has nothing to do with editing or proofreading quality, Customer Service will handle the complaint and change the feedback rating to zero (not applicable).  

• If it is a low feedback (3 or fewer stars) and the complaint is related to editing or proofreading quality, a QA check is initiated. You will receive a copy of the client's feedback. A redo of the work may be required (so schedule accordingly), or we may have to refund the client if the complaint is valid. Customer complaint QA checks should be completed within 24 hours. 

Once the QA check is finished and the feedback is interpreted, Customer Service will act on the results as appropriate. 

If the QA results validate the negative feedback, you will get a copy of the client's feedback and the QA result.

• If the order requires a redo, you will see that order back in the order queue. If you are able to do the redo, you are asked to accept the request promptly so we can address the client's concerns as quickly as possible. If you are unable to do the redo, you should reject it promptly, but be advised that it will be removed from your editor log when this happens, and you will not receive payment for this order. If you do not respond to a redo request at all, the order will be redone by another editor, and you will not receive payment for the order.  

• Remember, even though the QA score may be high (above 80), the client complaint may still be valid, in which case you may be asked to redo the order.  

• If the client cannot accept a redo for whatever reason, the work will have to be refunded, and you will not receive payment for the order.

If the QA results show the complaint wasn't valid, Customer Service will moderate the feedback score.

We've put together examples of a Five Star Edit, a Five Star Proofread, a Five Star ESL Edit, a Five Star Business Edit, a Five Star Resume Edit, a Five Star Admissions Essay Edit, a Five Star Fiction Edit, and a Five Star Query Package in the Five Star Editing Documents section of our Guidebooks tab in EditorWorks™. 

Last Updated: 09/09/2022