Complaints and returns
Record complaints properly and prepare solutions you can trace back.
- Starting point
- Quote for your project after the first conversation
How complaints and returns are handled in an orderly way
A complaint arrives as an annoyed email without an order number, with a blurry photo and a request for an immediate solution. Then someone looks for the order, asks questions, waits, and the customer waits too. An orderly workflow brings the complaint and the order together, collects the details needed and gives the person responsible a proposed solution for approval.
Bring order and complaint together
The complaint is matched to the order, the delivery note and the customer, so that all the details are in one place. You give us access to the order data, for example from the shop or bexio.
Request information and photos
If details or photos are missing, the workflow asks the customer for them in a structured way, with clear guidance on what is needed. You decide which details are necessary for your decision.
Prepare a solution for approval
Depending on the case, a replacement, credit note, repair or return is proposed, with the amounts from the order. The person responsible decides and approves.
Example scenario (fictional)
Complaints and returns in practice
A furniture retailer with its own delivery service receives complaints about transport damage, missing parts and wrong colours. When a customer reports a damaged table top, the report is matched to the order, the customer uploads photos, and the case handler sees the delivery date, driver and price of the top in one overview. She decides on a replacement, and the proposal for the replacement delivery is ready.
How you can tell it fits
- A good fit if complaints get lost in emails and phone notes.
- A good fit if follow-up questions to the customer take several rounds.
- A good fit if several people handle complaints and goodwill is granted inconsistently.
What is included and what is not
Your business decides whether goodwill is granted, a replacement delivered or a credit note issued; the workflow prepares. Return shipping, replacement deliveries and bookkeeping stay with your existing partners and systems.
Starting point
We prepare a separate quote for this.
A single existing workflow can also be a sensible starting point. You describe it, and we tell you what we can solve properly to begin with.
Quote for your project
after the first conversation
The first conversation costs nothing. Before we start, the quote sets out:
- the scope
- your input
- the sign-off
- the price
Licences, hosting and additional services are listed separately.
Two questions before you start
Does an AI reply to annoyed customers?
Not without your approval. The workflow confirms receipt and asks for details in a factual way; the reply with the solution comes from a person in your team, prepared, but checked by them.
Does this also work without an online shop?
Yes, as long as orders are recorded somewhere, for example in bexio or an order list. Matching is easier if customers can give an order or invoice number.
The first conversation costs nothing.
Abbas and Shervin take the time to understand how your workflow runs today.
Write directly to abbas@fehablabs.ch or shervin@fehablabs.ch, or use the form.