> ## Documentation Index
> Fetch the complete documentation index at: https://docs.refairn.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Earn Your Certified Support Agent Status on Refairn

> Complete product training, pass the assessment, and get approved by the business to become a Certified Support Agent and earn support commissions.

Certification is the gateway to support work on Refairn. As a Referral Agent you can promote a product and earn referral commissions, but to be assigned customers for ongoing support — and earn the additional support commission that comes with it — you must first become a Certified Support Agent. Certification shows the business that you understand their product deeply enough to represent it to paying customers, and it earns you a visible Certified Support Partner badge on your agent profile.

## Why Certification Matters

<CardGroup cols={3}>
  <Card title="Unlocks Support Customers" icon="users">
    Only Certified Support Agents can be assigned to manage ongoing customer relationships.
  </Card>

  <Card title="Earns Support Commission" icon="circle-dollar-to-slot">
    Certified agents receive an additional monthly commission on each customer they support, on top of referral earnings.
  </Card>

  <Card title="Builds Your Reputation" icon="star">
    The Certified Support Partner badge appears on your profile and is visible to every business that views you.
  </Card>
</CardGroup>

## The Certification Pathway

<Steps>
  <Step title="Request the Support Role">
    Inside the business workspace, navigate to **\[Business Name] → Certification → Request Support Access**. Submitting this request signals to the business that you want to pursue support certification and unlocks the training module library for that program.

    Not all programs require a formal request — some automatically grant training access to all approved agents. Check the program page for details.
  </Step>

  <Step title="Work Through the Training Modules">
    Once training access is granted, open **\[Business Name] → Training**. Your progress tracker shows each required module and your completion status.

    Training modules come in several formats:

    | Format            | What to Expect                                                                                                     |
    | ----------------- | ------------------------------------------------------------------------------------------------------------------ |
    | **Video lessons** | Walkthroughs of product features, onboarding flows, or common use cases. Watch in full — completion is tracked.    |
    | **PDF guides**    | Reference documents covering product details, policies, or support procedures. Download and study these carefully. |
    | **Text lessons**  | In-platform written lessons with embedded quizzes. Complete each section before moving to the next.                |
    | **Demo scripts**  | Scripted walkthroughs you should practise until you can deliver them naturally.                                    |
    | **FAQ modules**   | Deep-dive question banks that mirror what support customers actually ask. These directly inform the assessment.    |

    Complete every required module before attempting the assessment. Optional modules are worth reviewing too — the assessment may draw from them.
  </Step>

  <Step title="Take the Assessment">
    When all required modules show as complete, the **Take Assessment** button activates. Assessments are timed and vary by program. You may encounter:

    * **Multiple choice questions** — Test product knowledge, feature identification, and policy recall.
    * **Short answer questions** — Require written responses to scenario-based prompts. Answer clearly and specifically.
    * **Scenario-based questions** — Present a realistic customer situation and ask how you would respond. These often test your knowledge of escalation rules and support boundaries.

    <Tip>
      Study the support boundaries section of the training materials carefully before taking the assessment. Scenario-based questions frequently test whether you know the difference between topics you can handle directly and topics you must escalate. Getting escalation questions wrong is the most common reason agents fail and need to retry.
    </Tip>
  </Step>

  <Step title="Await Your Result">
    After submitting the assessment, the result is either returned instantly (for fully automated assessments) or goes to the business for manual review. Your certification status updates accordingly — see the full status guide below.

    If you pass the automated portion but the business has set manual review for final approval, your status moves to **Awaiting Manual Review**. This is normal. The business typically responds within a few business days.
  </Step>

  <Step title="Receive Business Approval">
    The business makes the final certification decision. Even with a passing assessment score, the business can review your profile, referral history, and any notes before confirming certification. This step protects customers by ensuring only agents the business trusts are assigned to their account.

    When approved, your status changes to **Certified** and you are added to the pool of agents the business can assign to incoming or existing customers.
  </Step>
</Steps>

## Certification Statuses

Every agent in a program has a certification status that reflects exactly where they are in the process. Here is what each status means:

<CardGroup cols={2}>
  <Card title="Not Started" icon="circle">
    You have not yet requested support access or begun any training modules.
  </Card>

  <Card title="In Progress" icon="spinner">
    You have started at least one training module but have not yet submitted the assessment.
  </Card>

  <Card title="Submitted" icon="paper-plane">
    You submitted the assessment and are waiting for the result to be processed.
  </Card>

  <Card title="Passed" icon="circle-check">
    Your assessment score meets the passing threshold. Awaiting business final approval.
  </Card>

  <Card title="Awaiting Manual Review" icon="clock">
    The business is manually reviewing your submission or profile before confirming certification.
  </Card>

  <Card title="Certified" icon="graduation-cap">
    Fully certified. You are eligible to be assigned support customers and earn support commissions.
  </Card>

  <Card title="Failed" icon="circle-xmark">
    Your assessment did not meet the passing threshold. A retry window applies — see below.
  </Card>

  <Card title="Expired" icon="calendar-xmark">
    Your certification has passed its expiry date and requires renewal. You cannot be assigned new support customers until renewed.
  </Card>

  <Card title="Revoked" icon="ban">
    The business has revoked your certification. This can occur due to conduct issues, policy violations, or a change in program structure. Referral commissions already earned are not affected.
  </Card>
</CardGroup>

## If You Fail the Assessment

A failed assessment does not remove you from the program — you remain an active Referral Agent and continue earning referral commissions. However, until you pass, you cannot be assigned support customers.

Each business sets its own retry rules, which you can see in the certification section of your program dashboard:

* **Retry period** — The minimum number of days you must wait before retaking the assessment (commonly 3–7 days).
* **Maximum attempts** — Some businesses cap the number of attempts. If you exhaust your attempts, contact the business directly to request a manual review or an exception.

Use the retry period to revisit the modules where you felt weakest. Most agents who fail do so on escalation and support boundary questions — go back to the training materials covering restricted topics and study the specific examples given.

## Certification Expiry and Renewal

Some businesses set a certification expiry period (for example, 12 months). When your certification is approaching expiry, you receive advance notice in your dashboard and by email. To renew, you typically complete a shorter refresher module set and retake a condensed assessment. Your business workspace shows the renewal requirements for your specific program.

If your certification expires and you have assigned support customers, those customers are placed on a temporary hold and the business is notified. Resolve the renewal as quickly as possible to avoid disruption to your support commissions.