When you have recruited participants from our panel for your moderated session, we have some guidelines in place for rescheduling and canceling sessions. Please note that in order to cancel or reschedule a test participant you would either have to reach out to UserZoom GO support to move forward with it or contact the participant directly. The feature to allow the researcher to do this from their end is on our roadmap.
Canceling moderated sessions:
24 hours notice is required for a moderator to cancel a moderated session. If less than 24 hours notice is given, the participants will still need to be paid for their time by the researcher. (The participants have taken time out of their day to sign up to speak with you!).
Canceling with more than 24 hours notice will not result in the participant being paid their incentive.
Rescheduling moderated sessions:
If it is less than 24 hours and you need to reschedule (not cancel) a session, you or UserZoom GO (at your request) will contact the panel participant to discuss the possibility of rescheduling to a new date/time on the study. If the participant can reschedule, you will not be charged for the rescheduling. If the participant is unable to reschedule, you still need to pay the participation fee/incentive since the request came within 24 hours of their scheduled interview.
If there is a no show, we will recruit a replacement participant (available time slots need to be added to the study calendar so that scheduling the replacement is possible). Customers do not pay for anyone they don't talk to!
To mark a participant a no-show, allow 15 minutes to pass from the scheduled session time then give your browser a refresh. The option to mark them no show will appear.
Please contact us as soon as possible if you feel that your participant is a no-show so that we can attempt to get you connected or start to recruit a replacement! We do not tolerate no-shows from participants on our panel. They are very aware that, in the case of no-show, they will be removed from our panel and any future studies.