GoodHire, LLC

Initial Business Response / [redacted] (1000, 5, 2015/03/31) */ As you'll see in the attached PDF document, we try our best to make it very clear to our customers about what our process is and what the next steps are in that processWe make it clear on our checkout page that clicking "place order" will initiate a charge for the background report being orderedWe also explain why we ask for a credit card upfront and notify the customer that we will be setting up the account and collecting candidate information on the pages to follow Our overall flow is the following: 1)Choose a report package 2)Select add-ons 3)Checkout 4)Create GoodHire account 5)Provide company information (needed for verification purposes) 6)Provide candidate information 7)Receive report We believe that the customer in this case did not notice the various messages we provide about the process and abandoned the flow prematurelyWe further presume that this customer did not understand that we are an employment screening site for use by businesses, despite several messages we place on the site, and she likely was trying to order a background report on herself, rather than on behalf of a businessWhen she contacted our Support team, we immediately refunded her order (as we do in all similar cases where a customer is confused about our service)

Initial Business Response /* (1000, 5, 2015/03/31) */
As you'll see in the attached PDF document, we try our best to make it very clear to our customers about what our process is and what the next steps are in that process. We make it clear on our checkout page that clicking "place order"...

will initiate a charge for the background report being ordered. We also explain why we ask for a credit card upfront and notify the customer that we will be setting up the account and collecting candidate information on the pages to follow.
Our overall flow is the following:
1). Choose a report package
2). Select add-ons
3). Checkout
4). Create GoodHire account
5). Provide company information (needed for verification purposes)
6). Provide candidate information
7). Receive report
We believe that the customer in this case did not notice the various messages we provide about the process and abandoned the flow prematurely. We further presume that this customer did not understand that we are an employment screening site for use by businesses, despite several messages we place on the site, and she likely was trying to order a background report on herself, rather than on behalf of a business. When she contacted our Support team, we immediately refunded her order (as we do in all similar cases where a customer is confused about our service).