When a customer needs to move your scheduled Live Conversation to a different time, they can send you a reschedule request, and you'll get an email with a link to choose a new time slot.
In this article
- What does it mean when I receive a reschedule request?
- How do I select a new time?
- What if I can't find a time that works for me?
- Will I be paid if I reschedule?
- What if I miss the request email?
- Why isn't the reschedule link in the email working?
- Why did my original session disappear from my dashboard?
What does it mean when I receive a reschedule request?
The customer is asking to move your session to a different time. Select the link in the email to view their available time slots and pick one that works for you.
How do I select a new time?
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Open the reschedule request email.
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Select Choose new time to view the customer's available time slots.
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Choose a time that works for you and confirm your selection.
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Once you confirm, you'll receive a calendar invite for your new session.
What if I can't find a time that works for me?
There's currently no option to formally decline a reschedule request. If none of the available times work for you, you can leave the request unanswered. The customer will see the request as pending and can choose to cancel it on their end.
Will I be paid if I reschedule?
Yes. Your payment terms stay exactly the same as your original session. Rescheduling doesn't affect your payment eligibility or your standing on the UserTesting Network.
What if I miss the request email?
If you don't respond within 24 hours of the customer's reschedule request, you'll receive one reminder email. After that, you can still pick a slot using the link until the customer cancels the request.
Why isn't the reschedule link in the email working?
If the customer cancels the reschedule request while you're trying to book a new time, the link will no longer work, and you'll see a message letting you know the study is full. You'll also receive an email confirming the customer has withdrawn the request. No action is needed on your part.
If you have questions about your session or payment, chat with our virtual assistant, Edison, to connect with Support.
Why did my original session disappear from my dashboard?
This is expected. When a customer sends a reschedule request, your original session is removed from your Upcoming sessions right away. Once you select a new time using the link in the reschedule request email, your new session will appear there.
If you don't see your session in Upcoming sessions, check your inbox for a reschedule request email before contacting Support.