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Customer Instructions
NOTE
Due to the overwhelming number of orders and requests,
as well as customer service Emails, we have implemented
this help mailer to assist you. If your questions fall
under these guidelines and you still Email customer
service, customer service may not respond. Please read
this document carefully and completely, as we have found
that most customer service questions can be answered by
reading our customer instructions.
If you have ordered, please see
the directions below under Part I. If you are having
trouble ordering, please see Part II.
PART I
Communicating with Editors (Tracking Orders).
After you order your documents, you may communicate with
your editor/writer by using the "track your
order" option of the homepage under the
"choose destination" option in the lower right
hand corner. You need your order number and Email to
track your order, communicate with your editor/writer,
and upload your order when it is finished. Please
remember that if you need specific references to be
used, you may need to provide them.
Forgot your Order Number?
If you have forgotten your order number, go to the “choose
destination” option in the lower right hand corner of
the website and go to track order. In blue, above the
track order option, you should see an area that says “retrieve
order number.” Click on that and follow the
directions. REMEMBER TO USE THE SAME EMAIL ADDRESS TO
LOGIN AND RETRIEVE YOUR ORDER NUMBER THAT YOU USED WHEN
YOU ENTERED YOUR INITIAL ORDER. This is very important;
if you entered one Email address into the system, that
is the only Email address of yours the system will
recognize.
Leaving Notes for Your Editor
After you have submitted your order number and Email
address, you will be taken to the order tracking
page. There you will have the option to contact your
editor/writer by clicking on the view/send notes option,
or you may upload the document, if it is ready. If you
ordered more than one item, you will have to send
individual notes for each order because they may be
worked on by different editor/writers. When you send a
note, the editor/writer will be emailed so that he or
she knows there is a new note. If the editor/writer
sends a note, you will be emailed as well. It is
important that you check your email and respond to the
notes because they may be important clarification
questions. IF YOU DO NOT RESPOND, A DELAY IN YOUR ORDER
WILL NOT BE DOCTORTEXT’S FAULT. You will not see the
note in the Email; you must login to DoctorTEXT™ and
click on view/send notes to read them. Also, remember
that if questions are not answered, this may cause a
delay in the order. We have noticed customers entered
cut off descriptions, so it is often necessary for the
editor to ask for the rest of the description to
complete the assignment.
My Assignment is Done—How do I Get It?
The editor/writer will upload the document in text
format. After the document has been uploaded, you will
be emailed and told to go back to the website to
download your order. Please be sure you cut and past the
whole document into your word processor—on the
website, the text wraps around and often makes the
document look shorter than it actually is. Also remember
that word count is important—225 words per page. You
will have to log in with your order number and your
Email again. Click on the "Ready" button to
get your order.
Rewrite Requests
If you decide you want a rewrite, you must request one
within twenty-four hours of completion. The option
"Request rewrite" will appear next to the
Ready option, if twenty four hours have not passed since
the time of completion. Simply click on the button and
then send the editor/writer a note by telling them what
you need. If you do not specify why you want a rewrite
to the editor or writer, this may cause a delay.
Remember you have 24 hours from the time the writer
uploads the document to request a rewrite—after that
the option will disappear. Please note also that if you
“accidentally” hit the rewrite button and ask for
the document to be re-uploaded, this action will count
as a rewrite request; so be careful!
I Don’t See the Rewrite Option—What do I do?
If you do not see the option, it is because the rewrite
deadline has passed, or the editor has already done one
rewrite. There is nothing, at this point, that can be
done. Keep in mind it is the client’s responsibility
to be checking his or her Email throughout this process.
Please see our terms of use on rewrite policies.
Can I contact Customer Service and Request a Rewrite
or a second Rewrite?
No, customer service does not request rewrites nor can
we respond to rewrite requests. This is the client’s
responsibility. If the rewrite request option is gone,
there is nothing that can be done. Please see terms of
use.
Can I Request a Refund if I Don’t Like Something?
No, simply because we fear that even pleased customers
would simply request a refund so they would not have to
pay. There are no refunds and customer service will not
respond to refund requests. Please see terms of use. The
only refunds offered will be done so by DoctorTEXT™
only if a product cannot be completed due to editor
emergency or other implications. Only DoctorTEXT™ may
offer a refund only if no product is delivered.
How Do I Use Customer Service?
Please only contact customer service as is appropriate.
Sending three Emails about the same topic will not make
us respond faster—we have a 24 hour turnaround time,
please keep that in mind. Sending information about the
same thing will only delay our response. Also, be polite
and courteous. We will not respond to profane or
derogatory statements.
Can I Contact Customer Service to Get an Order
Number?
It is best that you use the system. If you try to login
and notice your order number is not working, please go
to the retrieve order number area BEFORE you contact us
to make sure a number has not been changed or written
down incorrectly. If you contact customer service, you
may get a delayed response.
Can I Contact Customer Service and Add Directions to
My Order?
No. Please contact your editor and give them any
additional information. Customer service has nothing to
do with the actual writing and editing of documents,
your editor does. If you need to tell somebody something
about your order, write a note to the editor.
Can I Contact Customer Service and Have Them Send an
Attachment to my Editor?
Yes. But please indicate editor number and order number
when doing so.
Can I Contact Customer Service to Check in on My
Order?
No. If you do so we may not respond. Use the track order
section of the website, login, and write a note to your
editor. Since we do not deal directly with the
assignments, the only person who would know how your
order is coming along is your editor—so contact the
editor in this occasion.
Etiquette Rules
I agree to be courteous at all times to both my editor
and customer service. Using such improper methods of
email communication like caps, foul language, or insults
my result in me being exempted from my order and may
also result in no refund if product is not completed.
I understand that if I do or say something unacceptable
in the eyes of DoctorTEXT™, they may choose not to
work with me and/or to not respond to my Emails or note
postings.
I understand that I must be polite when dealing with
employees at DoctorTEXT™; impolite speech and/or angry
approaches may result in no response.
I understand that I am not to ask customer service about
refunds or rewrite requests, or to make insults about my
editor or anybody else when asking questions.
If you have further questions, please Email customer
service back with “need additional help” in the
subject line. Emails will be answered in the order they
were received. It is important to allow 24-48 hours for
a response.
PART II
Ordering Documents and Getting Quotes
1. First, select the service that you want to order
(i.e. editing, creative writing, custom writing). Price
depends on the service and the due date. Be sure to
order the correct service and use the correct due date
listed on the website, or else there may be a delay in
your order. FOLLOW THE CALENDAR ON THE WEBSITE AND
REMEMBER WE RUN ON PST.
2. After you select your service, select a day (if
appropriate) and hit the “Add to Cart” button.
3. The website will then ask for a description. Be as
thorough and complete as possible and make sure you
entered all of the text. We have noticed several
customers are hitting invalid characters or “enter”
before they are done typing and entering incomplete
descriptions. Incomplete descriptions may cause a delay
in your order.
4. Depending on what you are ordering, the website will
either ask you to fill in the number of pages needed
(custom writing) and/or it will ask you to upload a
document. For editing, rewriting, and proofreading
services, the website will calculate price by counting
the words in your document and then giving you a total.
For custom writing, creative writing, business writing,
and other writing services, you must specify number of
pages you need using one number only (i.e. 4, not 4-5)
to get your price. Remember, one page is 225 words. All
writing services, including custom writing, will then
ask you to upload any necessary documents after you
enter page count. You are not required to upload
anything for writing services, but some people have
notes and other things to submit (editing, rewriting and
proofreading require document uploads; most writing
services ask for them but do not require them).
5. After the upload area is passed, the system will take
you to your shopping cart. Here is where your automatic
quote is. You now know how much it will cost to purchase
the item or items you want.
You have now gotten your free quote. Only quotes given
by the website will be accepted for payment, so do not
ask customer service for quotes or bargain prices.
6. If you wish to purchase the item, go to the checkout option.
7. You will see a form asking you for all of your
information. Please fill out this form correctly—the
Email is especially important. Do not enter an invalid
Email, and remember the Email you enter into the system—you
will need it later to login. After you complete this
form, you will be taken to the order page.
8. Payments are processed using PayPal™. AFTER
payment is submitted through PayPal™, you MAY be
prompted to click the "Click here to continue"
link to complete your order. The link WILL APPEAR on the
confirmation page at PayPal™. If you do not click the
link after submitting payment, your order WILL NOT be
processed! Again, this button may not be present
if auto-directed.
Once you’ve submitted that information, you’re ready
to go. Your order is now complete. Please allow us up to
five hours to match you up with a writer/editor before
you login to send notes.
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