Handling Store-Related Complaints

Objective

To provide clear, consistent, and customer-friendly handling of all store-related complaints (returns, refunds, product complaints, staff behavior, etc.) ensuring customers feel heard, informed, and supported while stores are engaged and documented.

Step-by-Step Process & Scripts

1. Receiving the Complaint

Action: Actively listen and acknowledge the customer’s issue. Collect all necessary details.

CSA Spiel:

• “Thank you for reaching out to us. I truly understand how important this is for you. I’ll need to check with the concerned store about this and will get back to you with an update.”
• “May I please confirm your best contact number and email address, so I can ensure I update you directly?”

 Collect: Customer’s Full Name, Contact Number, Email, Complaint details.

 Notes in Kapture: Customer’s complaint summary + requested resolution.

2. Setting Expectations with Customer

Action: Reassure customer of timeline.

CSA Spiel:

• “I’ll call the store team right away to check this for you. I’ll give you an update within the next 1 hour.”
• (If WhatsApp): “I’m parking this conversation now while I contact the store. I’ll reach back within 1 hour.”

Enter in Kapture  notes: “Contacting store – update in 1 hr.”

3. Contacting the Store

Action: Call the store via Ziwo or MS Teams.

CSA Spiel (to store staff):

• “Hello [Store Name], this is [Your Name] from Customer Care. I’m calling about a customer complaint related to [issue].”
• “The customer’s expectation is [refund/replacement/apology/etc.]. Could you please share your understanding of the issue and what resolution is possible from the store side?”
• “I’ll need to document this officially, so could you confirm the resolution we’re agreeing to?”

Clarify with store: Issue, cause, feasible resolution, store’s justification if declining request.

4. Resolution Alignment

Action: Decide if store’s resolution matches customer’s expectations.

• If Aligned → proceed with documentation & update customer.
• If Not Aligned → get clear justification from store.

CSA Spiel (to store if misalignment):

• “Thanks for clarifying. I’ll explain this reasoning to the customer. Just to confirm, the official position is [explain resolution]. Correct?”

5. Documentation

Action: Send email to store documenting the case.

Email Template:

Subject: Store Complaint – [Customer Name / Complaint ID]
 

Dear [Store Manager],

As discussed, the customer reported [issue]. After our call, the agreed resolution is: [state resolution].

This email is for documentation and alignment purposes. Please confirm if you have any additional notes.

Regards,
 [CSA Name] – Customer Care

 Save email trail in Kapture (You can send the email from the same ticket of the customer's contact)

 Apply correct disposition code (e.g., Store Complaint – Resolved, Pending, Escalated).

6. Updating the Customer

Action: Call customer back with the resolution.

CSA Spiel (if resolved):

• “Thank you for waiting, [Customer Name]. I spoke with the store team and here’s the update: [explain resolution].”
• “We truly appreciate your patience while we coordinated this.”

CSA Spiel (if store not reachable or pending):

• “I’ve tried reaching the store but couldn’t finalize the resolution yet. I will update you within 48 hours with a final outcome. I’ve noted your concern as priority and will call you back personally.”

 I

f pending, set reminder for yourself and dispose ticket as Pending – Store Complaint.

7. Pending Case Follow-Up

Action: Ensure resolution within 48 hours. If delayed, proactively update the customer.

CSA Spiel:

• “Hello [Customer Name], I wanted to update you that we are still waiting for a final confirmation from the store. I assure you that I’ll get back to you as soon as I have the resolution. Thank you for your patience.”

Special Notes

• End-to-End Ownership: CSA who received the complaint is responsible until closure.
• Customer First: Always communicate proactively; never wait for customer to follow up.
• Store Coordination: Respect store inputs but balance with customer expectations.
• Documentation is Mandatory: Every case must be backed by email to the store and correct CRM disposition.
• Timelines:
• First callback → within 1 hour
• Final resolution → within 48 hours

Quick Reference: CSA Script Summary

• Initial Acknowledgment:
•  “I’ll check with the store and update you within 1 hour. May I confirm your contact details?”
• Pending (store not available):
•  “We are still checking with the store. I’ll update you within 48 hours.”
• Resolution Update:
•  “I spoke with the store. The resolution we can provide is [resolution]. Thank you for your patience.”
• Closure:
•  “I hope this resolves your concern. Is there anything else I can assist you with today?”