Complaints and withdrawal

List pages on the web

On the web, complaints load from the server 10 at a time. The matching total, 10 / 25 / 100 page sizes and page navigation appear below the table. Changing the status filter opens the first page.

Mobile web

On a phone, complaints appear as cards with their number, subscriber, subject, status and deadline. The action button stays visible and opens a menu with a link to the complaint detail. Filters wrap to fit the screen.

Working with lists on the website

Status filters remain above the list. Each row has one actions menu for opening its detail; complaints do not have bulk changes. Resolution rules and permissions are unchanged.

How you learn about a complaint

The subscriber files a complaint in the app about a visit, a booking, a payment or something else. They describe what happened and when, and which remedy they want (a refund, a replacement service or something else), and they can attach photos. A complaint received by email is entered into the app by SUBVY support.

• The owner receives an important notification in the app and by email. Members with the Complaints permission receive a notification in the app.
• The number of complaints waiting for you is shown next to Complaints in the menu.
• A reminder arrives the day before the deadline.

5 working day deadline

You need to respond by the end of the fifth working day after the complaint was filed. The exact date is in the complaint detail in the Deadlines section (Business to respond by).

• If you do not respond within the deadline, SUBVY takes over the complaint and decides based on the records in the app (bookings, check-ins, payments, messages).
• The whole complaint must be settled within 30 days of filing; this is the legal deadline (To be settled by).
• You handle complaints even when your business is suspended.

The rules for subscribers and businesses are summarized in the complaints policy.

How to uphold a complaint

1. Open the complaint and read its content, photos and messages.
2. In the Your response section, click Uphold.
3. Choose How to settle: Refund, Replacement service or Other remedy.
4. For a refund, select the payment and enter the amount. The app shows how much of the payment can be refunded.
5. Describe how you are settling the complaint. The subscriber will see this text.
6. Click Uphold the complaint. For a refund, you confirm it is you (password or a code from your authenticator app).

• The money goes back to the subscriber's card from your share of the payment. The SUBVY commission is not refunded.
• If you check Return the visit in the complaint to the subscriber, the item will not count towards their entitlement. An upcoming booking is canceled at the same time.
• For a gift voucher, the refund goes to the buyer, because they paid for the voucher.
• You cannot refund a payment that is subject to a dispute with the bank.

When you disagree with a complaint

1. In the complaint detail, click I disagree.
2. Explain why you disagree with the complaint (at least 20 characters). Both the subscriber and SUBVY will see your reasons.
3. Click Send the statement.

SUBVY then assesses the complaint. Until it decides, you can still settle it by upholding it, or add to your response with a message in the complaint thread.

Assessment and review by SUBVY

• Waiting for business: it is your turn.
• SUBVY assessing: your deadline has passed or you disagreed. SUBVY upholds the complaint (also with a refund from your share) or rejects it with written reasons.
• Upheld, Rejected, Withdrawn: the complaint is closed.

A subscriber can have a rejected complaint reviewed once, within 14 days of the rejection. The review is done by SUBVY, which decides within 30 days of the request. You receive notifications about its progress.

Subscriber withdrawal within 14 days

A consumer can withdraw from a subscription within 14 days of taking it out, on their own in the app. You do not have to do anything; you receive a notification with the amounts.

• The subscriber gets back the amount paid minus the prorated part for items used before the withdrawal. That part stays with you.
• For a gift voucher that has not been used yet, the full amount is refunded. If the recipient has already used it, the withdrawal is handled by SUBVY support.
• The subscription ends immediately.
• A purchase made as a company (with a company ID) does not have this right.

Who bears the refunded money

For an upheld complaint, a withdrawal, a subscription canceled by the business and a gift voucher refund, the money is refunded from your share of the payment and deducted from your Stripe account. The SUBVY commission is not refunded.

The exception is a complaint caused by a SUBVY error. In that case the commission is refunded as well. The refunded commission appears in the commission statement.