Record
Linked to order.
Customer journey from basket to return
From complaint to satisfaction: a traceable resolution
A complaint is a chance to keep the customer; a lost e-mail or forgotten note damages trust. The system records each complaint linked to order and customer, assigns an owner, tracks the time, informs the customer of the solution by e-mail and opens a supplier claim if needed.
- German, French, Italian, English
- QR-bill and CHF
- Roles and audit log
Logging and assignment
A complaint may arrive by e-mail, phone or in store; the employee records order, item, customer and subject. The system assigns an owner, shows the due time and lists records nearing or past their time.
Connection to phone systems and chat channels is assessed separately; customer communication runs by e-mail.
Resolution and follow-up
The resolution decision is recorded: exchange, discount, refund or explanation. An e-mail to the customer is prepared and a send record is kept. If the fault comes from the supplier, a supplier claim is opened from the same record and its outcome tracked.
Assessment of warranty and legal liability belongs to the company and its specialist.
How we work
- 1
Clarify the need
By e-mail we discuss your processes, roles, existing systems and how data is moved, and set the scope in writing.
- 2
Build and connect
We build the solution around your workflow and connect it to e-mail, calendar, documents and payment.
- 3
Test and launch
We test every flow with realistic cases, train your team and go live only when it is right.
Swiss-specific points
In Switzerland customers expect an answer in their own language and quickly; four-language reply templates shorten the time. The system supports these templates; the company approves each reply, legal assessment belongs to the company and its specialist.
Frequently asked questions
Is the time of a complaint tracked?
Yes; the due time is shown and overdue records are listed.
Is the supplier claim sent automatically?
The claim is prepared from the record; sending is done by e-mail with company approval.
Related topics
Order management
Order management: web, shop and phone orders in one list, preparation, status and customer notice. Quote by e-mail.
Learn moreReturns and exchanges
Returns and exchanges: reason codes, restocking, credit notes and reports. Shop and web-shop returns in one place. Quote by e-mail.
Learn moreCustomer account
Customer account: order history, addresses, invoice download, return request. For web shops, with data protection in mind. Quote by e-mail.
Learn more