If Mindjoy has marked something wrongly and tightening the mark scheme does not fix it, report it to us so we can look at it.
Check the marking first
Open the student's answer from the lesson's submissions. In the marking panel beside it, the Marking breakdown lists each criterion the answer was marked against, whether it was awarded, the phrase in the answer it was decided on, and the reason. Click a tick in the answer to jump to its criterion.
Between the quotes and the reasons it is usually clear whether the answer was misread or the mark scheme needs work. If it is the scheme, see How to update mark schemes and remark submissions.
Reporting it
If the marking is genuinely wrong, scroll to the bottom of the marking panel and click Report Incorrect Marking.
In Report Marking Issue, enter what the mark should have been and explain why, then click Submit Feedback. The question, the student's answer, the feedback they were given and the mark scheme are shown beside the form, so you can point at exactly where it went wrong.
Reporting does not change the student's mark. To put the right mark on the work now, change it yourself (below).
Fixing the mark yourself
Click Adjust mark or Edit feedback in the marking panel. Both open the same form: set the marks with the minus and plus buttons, rewrite the feedback if you like, and click Save. Your mark replaces Mindjoy's, and a later remark leaves it alone.
You can do this on Long Answer questions (New editor) and Free Response questions (Legacy editor).
When no mark came back at all
Occasionally a long answer comes back without a mark. That's a temporary error rather than anything wrong with the answer: Mindjoy tries again on its own, and on a lesson with Instant feedback the student can click Try again. A photo or PDF Mindjoy couldn't read doesn't cause it either, because the marking then works from the file itself. If it still fails, the marking panel says Automatic marking failed. You can mark this answer manually. You are not stuck: use Edit feedback to fill in the mark and feedback yourself, and it counts as marked from then on.
What students see
Students see their marks and their feedback. They never see the criteria, the quotes or the reasoning.