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Our
Customer Service Policy
At JustPhoneCards.com, we are committed to
provide you the best customer service.
As a retailer, we don't have control over the physical
phone system so we can't access your calling log and we can't put
credit back to your card directly without contacting the phone card
company. For faster problem solving, we suggest you to contact the
phone card company. Their customer service numbers can be found
either in our phone card webpage or the calling instruction we sent
you via email.
Return
and Exchange Policy
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If you encounter problems with your phone cards,
please try to keep the card intact. We can give you a full refund
or card exchange if the card still has full balance in it.
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If your card has been used by <10%, we can
still give you a full refund or card exchange.
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If your card has been used by <30%, we can offer you a card
exchange.
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If your card has been used by >30%, we can
offer you a store credit.
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If you lose minutes due to the following reason, we can only
cover your loss up to 50%. If you hear the minutes being different
from listed on our website (probably due to rate update or because
you called a cell phone), you should stop the call and contact
us. If you continue the phone call, we consider that you accept
the higher rate you were getting.
- If you are not happy with the quality of any phone card, please
don't order it again. We can only cover your loss on your last
phone card for such cases and we will only cover the same phone
card for you once. Thank you for your understanding.
Our
Problem Solving Time Scale
We constantly try to provide faster
customer service to our value customers.
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You will receive an email from us within 24
hours after you submitted your complaints, usually much sooner.
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If you haven't received your PIN or the calling
instruction, we will send it to you again instantly.
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If it's regarding the quality of the phone card
or difficulty to get a good connection, please following next
section: "How to file a complaint?". If the customer
service of the phone card company couldn't resolve the problem,
we will contact them on your behalf. It may take longer in such
cases. We usually expect to get the problem resolved within
1-3 days.
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We will get all complaints resolved within a
week. If we can't get it resolved after our negotiation with
the phone card company, we will cover your loss following the
"Return and exchange policy" above.
How
to File a Complaint?
For inaccurate billing or missing minutes on your card, you may
want to contact the phone card issuing company directly for a faster
solution. Their customer service number can be found
either in our phone card webpage or the calling instruction we sent
you via email.
If they are not helpful to resolve the problem, or you have difficulty
to get hold of them, we will be happy to call them on behalf of
you. Please provide the following information to us:
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The destination number (the number you were trying to reach).
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Is this a cell phone? Please be reminded that rates to cell
phone are usually much higher, as indicated on our site.
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After entering the destination number, a voice announced the
minutes available in the card. How many minutes was there before
you started the phone call?
- Any other information that you feel may be helpful for us when
we contact the phone card issuing company.
Commonly
Encountered Problems with Phone Cards
To help us identify problem early with certain phone cards, please
fill out our card rating.
Commonly encountered problems with prepaid phone cards can be categorized
as following:
Total minutes in the card is different than you expected
- this is mostly due to
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You are calling a cellular phone. We don't have cellular
phone rate information, you can back calculate the rate from
the total minutes you get.
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A rate update by the phone card company (they do have right
to update their rate table without notice).
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The number you dialed is recognized as another region (for
example, suburb of Moscow may not be recognized as Moscow
city, which enjoys much cheaper rate), or a cellular phone
(some area codes may be mistakenly recognized as cell phones).
Solution: If you continue
the phone call, we will consider that you accept the new rate.
There is not much what we can do if your card has been used this
way. If the new rate is too high for you, please stop the phone
call and contact us about it.
Inaccurate billing or missing minutes - most common problem
with prepaid phone cards. Please consider the following factors
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If the phone card is 3 mins rounded, the card will be deducted
by 3 mins intervals. You may potentially lose up to 3 mins
on the card this way.
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System error by the phone card company. We ran a stringent
testing process on our phone cards before we put them up for
sale. If a phone card doesn't have accurate billing, it will
usually fail at this step. If your phone card is over deducted,
please let us know because the quality for certain phone cards
do deteriorate. We can drop a phone card at any time if its
billing become inaccurate.
Didn't get a good connection, but balance on the phone card
got deducted - This happens very rarely with a couple of our
cards. If you contact the customer service of the phone card issuing
company, they usually add the balance back right away. If this
happens repeatedly, please try it at another time. The phone card
may also have problems for the specific region you call. If this
is the case, please stop using the same card, and contact us for
a card exchange or store credit.
Voice quality too bad - Please check each card for its
rating on voice quality before you place the order. Please contact
us if you encounter such a problem.
Access number not available - The phone card issuing company
may be doing a system upgrade, or experiencing temporary downtime.
If this problem persist, please contact us. We can exchange another
card for you if you need to make the phone call in urgency.
Always get a busy signal, can't get connected - Certain
card(s) for Asian countries tend to have such problems during
evening or weekend hours. Please check each card for its rating
on connection. Please try it at a different time, or contact us
about the problem.
Tell us what you think
JustPhoneCards.com welcomes your questions and comments
about our customer service policy. Please send e-mail to feedback@justphonecards.com.
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