We strive to make every experience with Sawyer a positive one and expect that our providers keep this in mind when issues arise. As an independent business owner partnering with Sawyer, it is your responsibility to set clear policies and terms for the services and activities listed on your site as well as up-to-date business hours and contact information. Should any questions or issues with a parent’s experience or purchase come through to our support team, we will most likely encourage a parent to speak directly with you, the provider. In the event that a parent is experiencing technical difficulties with the Sawyer software or on the marketplace, we will of course provide assistance to both you and the parent.
We expect that providers who partner with Sawyer understand that a positive parent experience is crucial to the success of their business. You, as the provider, should respond to any parent related issues in a timely manner and seek to find a reasonable and delightful resolution to any problems.
In the event that a parent feels that a resolution with a provider has not been reached, they can submit a claim to our support team at firstname.lastname@example.org. When a claim is submitted, we will typically err on the side of the parent but will contact both parties to gather specific details as needed and try to mediate a quick and suitable resolution. In the rare event that a resolution is not reached within 24-48 hours of the claim, Sawyer reserves the right to issue a refund to the parent on behalf of the provider. You as the provider will be notified of any decision made and if/when a transaction or purchase has been refunded.