What to do in case of a dispute or a complaint?

COMPLAINTS AND DISPUTES

• When the customer has a problem with the delivered product (wrong delivery, damaged, etc.) or with his order (non-delivery, change of address, etc.), he communicates with our customer service channel to report it.
• The Call Center advisor generates a controversy (support ticket), detailing what is indicated by the client. That controversy triggers a Tag in the Seller Center platform and at the same time an email to the supplier, informing him that a claim or request has been generated.
• Within 24 hours maximum, the supplier must send their comments informing us on what they are doing regarding the claim, especially if it is an error by the Seller.
• Any incident that does not imply a return, reverse logistics or product warranty issue must be solved within 48 hours.

DESCRIPTION OF THE MOST FREQUENTLY USED TAGS

Tag status

• DF: Failed or defective product
  • Solve in the shortest possible time (24 hours) by repairing or changing the product.
• DO: Change of opinion
  • Withdrawal of the purchase (prices, discounts, promotional items, etc.).
• DN: Does not meet expectations
  • Due to major quality and service factor
• DR: Return request
  • Due to damaged, incorrect product, late delivery
• DC: Duplicated purchase
  • Number of purchase attempts by the Customer

Communication (calls, emails, messages) is important to resolve disputes within 24 hours. We leave you a tutorial video to help you understand the procedure:

We hope this was helpful!