TL;DR: The automated process receives complaints, identifies the type and reason, checks eligibility for return according to your rules, and opens a case — all without manual intervention. Processing time decreases from days to hours, and customers receive a response faster.
Why Complaints Cause Delays
Complaints arrive through multiple channels such as email, phone, and messages, and each one is manually recorded, with someone searching for the order, checking conditions, and deciding what to do next. The process is slow, inconsistent, and angers an already dissatisfied customer — while incomplete cases pile up.
How Automation Takes Over the Process
The automated system streamlines complaint handling, ensuring consistency and efficiency.
- Receiving and Classification. The system recognizes that it is a complaint and its reason: damaged, incorrect, or late.
- Eligibility Check. It compares with conditions and return deadlines, and extracts order data.
- Proposing a Solution. The system suggests a replacement, refund, or repair according to your rules.
- Opening a Case. It creates a return and notifies the customer about the next steps.
Measurable Results
- Response time reduced from several days to several hours
- Fewer lost cases since everything goes into one system
- Consistent decisions because the same rules are applied
Frequently Asked Questions
Who Makes the Final Decision?
You set the rules. Clear cases are resolved by the system itself, while disputed ones are forwarded to a person with all the data.
Does it Work with All Channels?
Yes. Email, web forms, and messages are all channeled into the same process, so nothing gets left behind in one channel.
How Does it Affect Customer Satisfaction?
By providing faster and more consistent responses to complaints, customer satisfaction increases, and the overall customer experience improves.