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Downtime Compensation and Service-Credit Requests in PyjamaHR: Your Complete Guide

Updated over 3 weeks ago

Executive Summary

If you’ve experienced service downtime or were unable to use paid features (such as AI interviews) due to platform issues, you may be eligible for compensation or service credits from PyjamaHR. This article explains when and how you can request downtime compensation, outlines the process step-by-step, and provides best practices to ensure a smooth resolution—so you get the value you paid for.

Detailed Overview

What Is Downtime Compensation and Service Credit?

Downtime compensation refers to refunds or credits provided to customers who were unable to use PyjamaHR’s paid services due to platform outages, technical issues, or feature unavailability. Service credits are typically applied to your account for future use or as a refund for the period affected.

When Should You Request Compensation?

  • Platform Outage: You could not access PyjamaHR or a critical feature (e.g., AI interviews) for an extended period.

  • Feature Unavailability: You paid for a feature (e.g., AI Recruiter, AI interviews) that was not usable due to technical issues.

  • Billing During Inactive Periods: You were charged for a subscription or feature during a period when your account or a key integration (e.g., LinkedIn) was inactive due to platform-side issues.

Integration with Other PyjamaHR Features

  • AI Recruiter & AI Interviews: If these features are down, you may be eligible for credits/refunds for unused interview slots.

  • Job Board Integrations: If external factors (e.g., LinkedIn policy changes) impact your job visibility, PyjamaHR will clarify whether compensation is applicable.

Business Impact

  • Protects Your Investment: Ensures you only pay for services you can use.

  • Builds Trust: Demonstrates PyjamaHR’s commitment to customer satisfaction.

Step-by-Step Guide: How to Request Downtime Compensation or Service Credits

Prerequisites

  • You must have an active or recently cancelled PyjamaHR account.

  • You must have experienced a genuine service outage or feature unavailability (not caused by third-party policies or your own account issues).

Step 1: Gather Documentation

  • Record the Issue: Note the dates and times when the service was unavailable.

  • Collect Evidence: Screenshots, error messages, or email/chat transcripts showing the downtime or feature issue.

  • Billing Details: Have your invoice, subscription ID, or payment confirmation ready.

Step 2: Contact PyjamaHR Support

  • Preferred Channel: Use the in-app chat or email [email protected].

  • What to Include:

  • Subject: “Downtime Compensation Request”

  • Your account email and company name

  • A clear description of the issue (dates, affected features)

  • Supporting evidence (screenshots, transcripts, etc.)

  • Specify if you prefer a refund or service credit

Example Message:

“Hello, I was unable to use the AI Interview feature from June 1–7 due to a platform outage. My subscription was active and I was charged for this period. Please review my account for compensation or service credit. Attached are screenshots and my invoice.”

Step 3: Support Review and Follow-Up

  • Support Response: PyjamaHR support will review your request, verify the downtime, and may escalate to the billing team.

  • Resolution Timeline: Most cases are resolved within 5–7 business days.

  • Outcome: You’ll receive confirmation of a refund, service credit, or an explanation if the issue was outside PyjamaHR’s control.

Step 4: Confirmation and Application

  • Refunds: Credited back to your original payment method.

  • Service Credits: Applied to your PyjamaHR account for future use (e.g., additional AI interviews, subscription extension).

Screenshot Callouts:
- Where to find your invoice in the Billing section
- How to access the in-app chat support
- Example of a support ticket submission

Advanced Usage & Best Practices

Power User Tips

  • Document Everything: Keep a log of downtime and save all communications with support.

  • Request Proactively: Don’t wait until the end of your billing cycle—request compensation as soon as you confirm downtime.

  • Clarify Preferences: Specify whether you want a refund or service credit.

Optimization Strategies

  • Monitor Feature Status: Subscribe to PyjamaHR status updates (if available) to stay informed about outages.

  • Leverage Service Credits: Use credits strategically for high-volume hiring periods.

Do’s and Don’ts

Do:
- Provide detailed, factual information with your request.
- Follow up if you don’t receive a response within 3 business days.

Don’t:
- Request compensation for issues caused by third-party platforms (e.g., LinkedIn policy changes) unless PyjamaHR confirms platform-side responsibility.
- Submit duplicate requests for the same incident.

Troubleshooting & Common Issues

Common Scenarios and Solutions

1. Charged During Inactive Period
- Issue: “We were charged for June, but our account was inactive due to a payment issue.”
- Solution: Provide billing records and downtime dates. PyjamaHR will verify and issue a credit or refund if the inactivity was platform-related.

2. Unable to Use Paid Feature (e.g., AI Interviews)
- Issue: “I couldn’t use my AI interview credits due to service downtime.”
- Solution: Submit a request with details. Credits are typically refunded or extended.

3. Integration Issues (e.g., LinkedIn)
- Issue: “No candidates received due to LinkedIn integration problems.”
- Solution: If the issue is due to LinkedIn’s policies, PyjamaHR may not provide compensation. If it’s a PyjamaHR technical fault, compensation may be considered.

4. Delayed Support Response
- Issue: “No response to my compensation request.”
- Solution: Follow up via chat or escalate by requesting a call.

Error Messages and What They Mean

  • “Your account has been flagged and blocked…” – Not eligible for compensation unless the block was in error and caused by PyjamaHR.

  • “Feature is currently being revamped…” – If you paid for a feature that was unavailable, you may be eligible for credits.

Recovery Procedures

  • If your request is denied but you believe it’s valid, ask for escalation to the billing or customer success team.

Comprehensive FAQ

1. Am I eligible for compensation if a third-party platform (like LinkedIn) blocks my job postings?
No, unless PyjamaHR confirms the issue was due to a platform-side technical fault.

2. How long does it take to process a refund or service credit?
Typically 5–7 business days after approval.

3. Can I get a refund for unused AI interview credits after cancelling my account?
Yes, if the inability to use them was due to a PyjamaHR outage or technical issue.

4. What evidence should I provide with my request?
Screenshots, error messages, billing records, and chat/email transcripts.

5. What if I was charged during a period when my account was inactive?
Submit a request with billing details and downtime dates for review.

6. Will I be compensated for candidate drop-off due to external job board policy changes?
No, unless PyjamaHR confirms a technical issue on their end.

7. How do I know if my issue qualifies for compensation?
If the outage or feature unavailability was due to a PyjamaHR technical problem and not external factors or your own account status.

8. Can I choose between a refund and a service credit?
Yes, specify your preference in your request.

9. What if my request is ignored or delayed?
Follow up via chat or request escalation to the billing team.

10. Can I get compensation for partial downtime?
Yes, if the downtime significantly impacted your ability to use paid features.

Related Features & Next Steps

Recommended Next Steps:
- Review your billing and usage regularly.
- Document any outages or feature issues as they occur.
- Reach out to support promptly for resolution.

Still have questions?
Contact PyjamaHR Support via in-app chat or email [email protected] for personalized assistance.

This article is based on real customer scenarios and PyjamaHR’s current support practices as reflected in recent customer conversations. For the latest updates, always refer to the official PyjamaHR Help Center.

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