Session Issues: Understanding the Basics
[MANDATORY PLATFORM STANDARD]
Aleksandra
Last Update hace 3 meses
To be a trustworthy marketplace, yosers need to be confident that the sessions they book will happen as scheduled. While we understand that unforeseen things can happen, we expect tutors to treat cancellations as a last resort.
To ensure fairness and objective tracking, our system automatically categorizes different session scenarios. Understanding these definitions is key to knowing how your sessions are tracked on Yo!
Tutor No-Show (Unreported Cancellation): This is registered automatically if you do not enter the Yo! Zone within the first 2 minutes of a session's start time. This is considered a critical service failure as the yoser is left waiting without notice. The session is immediately canceled, and the slot is not paid.
Reported Cancellation: This is when you proactively cancel the session via the dashboard before its scheduled start time.
Incomplete Session (due to Technical Failure or Early Departure): A session is also automatically tagged as a Reported Cancellation if, due to your own technical issues or an emergency, you fail to be connected for the minimum required time. To be considered Finished, a session requires an accumulated connection time of at least 20 minutes (for a 25-min session) or 40 minutes (for a 50-min session).
The system automatically cancels a session due to your absence if you stay disconnected from the Yo! Zone for 5 consecutive minutes (for both session lengths), or for 5 accumulated minutes in a 25-min session, or 10 accumulated minutes in a 50-min session.
If you experience connection issues: It's a good practice to apologize to the yoser and explain the situation clearly. You could say something like: "I'm so sorry, it looks like I'm having some connection issues. Just a heads-up, our system automatically ends sessions if there are prolonged disconnections, so this might happen. Our system will handle the outcome for your session and your ticket, and Yoser Support is always there to help if you have any questions about it later." This way, you set expectations about a potential automatic session end due to disconnection without making promises about yoser tickets.