> ## 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.

# Your Assigned Refairn Support Partner: What to Expect

> Learn who your assigned support partner is, what they can help with, and how the independent partner model works on Refairn-powered products.

Some products on Refairn assign you a dedicated support partner when you subscribe or sign up. This person is an independent professional — not an employee of the product company — who is certified to help customers like you get the most out of the product. They're there to make your onboarding smoother, answer everyday product questions, and provide ongoing support for your account.

<Info>
  Your assigned support partner may assist you with onboarding, product usage, and support. They may earn commission for helping you get started and supporting your account.
</Info>

## What Your Support Partner Can Help With

Your assigned agent is trained and certified on the product you're using. They can handle a wide range of everyday support needs, including:

<CardGroup cols={2}>
  <Card title="Onboarding Guidance" icon="map">
    Help getting started — walking you through initial setup, account configuration, and making sure you know where everything is.
  </Card>

  <Card title="Product Explanation" icon="book-open">
    Clear explanations of how features work, what different settings do, and how to get the most value from the product.
  </Card>

  <Card title="Usage Questions" icon="circle-question">
    Answers to common day-to-day questions about using the product effectively.
  </Card>

  <Card title="General Troubleshooting" icon="wrench">
    Help working through common issues like unexpected behavior, configuration problems, or things not working as you'd expect.
  </Card>

  <Card title="Follow-up Support" icon="bell">
    Proactive check-ins and reminders to help you stay on track, especially during the early stages of using the product.
  </Card>
</CardGroup>

<Tip>
  Reach out to your assigned agent early in your onboarding — even if you don't have a specific question yet. A quick intro conversation can save you a lot of time later and help you get set up the right way from the start.
</Tip>

## What Your Agent Cannot Handle

Your support partner focuses on product guidance and general support. Certain types of requests fall outside their scope and are always handled directly by the product company's team. If you raise one of these issues, your ticket will be escalated automatically.

<Accordion title="Issues handled directly by the company">
  * **Billing disputes** — Disagreements about charges, overcharges, or invoices.
  * **Refund approvals** — Any request for a refund must go through the company.
  * **Password resets and security issues** — For your protection, account security matters are handled only by the company.
  * **Sensitive financial records** — Any request involving financial data or documentation.
  * **Legal or tax advice** — Questions of a legal or regulatory nature.
  * **Account deletion requests** — Permanently closing your account requires company authorization.
  * **Complex technical bugs** — Deep technical issues that require access to the product's backend or engineering team.

  If you open a ticket in one of these categories, your agent will let you know that it's being passed to the company team, and the ticket status will change to **Escalated**.
</Accordion>

## Finding Your Assigned Agent

You can view your assigned agent's information directly from your support dashboard.

1. Log in and go to the **Support** or **Dashboard** section of your account.
2. Look for the **Your Support Partner** panel or card — it appears near the top of your dashboard.
3. This panel shows your agent's name, their certification status, and a summary of their ratings from other customers.

If you don't see an assigned agent, your support is handled directly by the product company's team.

## Viewing Your Agent's Profile

Clicking on your agent's name or profile card opens a more detailed view, which includes:

* Their **name** and profile photo
* Their **certifications** for the product you're using
* An aggregate **rating** based on reviews from other customers they've supported
* Their **availability** and general response time expectations

This gives you a clear picture of who you're working with and what level of experience they bring to your account.

## Rating Your Support Partner

After a ticket is marked as resolved, you'll be invited to leave a rating for your agent. Your feedback helps maintain quality across the platform and is genuinely useful for other customers.

You'll be asked to rate your agent across four areas:

<CardGroup cols={2}>
  <Card title="Responsiveness" icon="clock">
    How quickly and consistently they replied to your messages.
  </Card>

  <Card title="Product Knowledge" icon="graduation-cap">
    How well they understood the product and gave accurate, helpful answers.
  </Card>

  <Card title="Professionalism" icon="handshake">
    How courteous, clear, and professional they were throughout your interaction.
  </Card>

  <Card title="Customer Satisfaction" icon="star">
    Your overall feeling about the support you received and whether your issue was genuinely resolved.
  </Card>
</CardGroup>

To leave a rating, open a resolved ticket and click **Rate this experience**, or look for the rating prompt on your dashboard after a ticket closes.

## Requesting a Different Agent or Company Support

You're never locked in to a support partner you're not happy with. If you'd prefer a different agent — or if you'd rather work with the product company's team directly — you can request that at any time.

<Steps>
  <Step title="Go to your dashboard">
    Navigate to the **Support** section and find the **Your Support Partner** panel.
  </Step>

  <Step title="Click 'Request Reassignment'">
    Select the option to request a different agent or to opt for direct company support instead.
  </Step>

  <Step title="Provide a reason (optional)">
    You can briefly explain why you're requesting a change — this is optional but helps the platform improve. You don't need to justify your decision.
  </Step>

  <Step title="Confirm your request">
    Submit the request. The platform will process it and update your account. You'll be notified once a new agent is assigned or once your support is transitioned to the company team.
  </Step>
</Steps>

<Note>
  You can also decline agent support from the very beginning of your subscription and request that all support be handled by the product company directly. Look for this option during sign-up or in your account settings.
</Note>