General Consumers: Evaluating E-Commerce Refund Disputes

We're running a paid study on customer service decision-making and policy enforcement. The goal is to understand how everyday consumers interpret written store policies when faced with conflicting information. This work helps evaluate the clarity of standard e-commerce refund guidelines.

You will review eight short refund dispute scenarios for a fictional online course store. For each scenario, you will read the customer's claim and consult the store's provided written policy. You will then decide whether the refund should be approved or denied based solely on the text. The entire task is completed asynchronously on your own computer.

We welcome general consumers and internet users with strong reading comprehension skills. No specialized customer support or e-commerce background is required to participate. Anyone comfortable reading short policies and making logical decisions is encouraged to apply.

• Read a short written policy for a fictional online store
• Review eight distinct customer refund dispute scenarios
• Apply the provided policy rules to evaluate the validity of each claim
• Decide the final outcome for each dispute based on the text

• Strong reading comprehension in English
• Comfortable evaluating scenarios against a set of written rules
• Ability to make objective decisions based on provided information
• No prior customer support experience required

• You will be engaged as an independent contractor.
• This is a fully remote opportunity that can be completed on your own schedule.
• Opportunities can be extended, shortened, or concluded early depending on needs and performance.
• Your participation will not involve access to confidential or proprietary information from any employer, client, or institution.
• Payment is issued as soon as your work is approved.
• We are unable to support H1-B or STEM OPT candidates at this time.