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SupportVersion 1.0.0High
Complaint Handling
Handles complaints with a standard procedure, verifies resolution feasibility, and keeps the log. Use for formal complaints.
Pack: Support & ReputationProcedure
- 1Collect the facts: what happened, when, which order, what impact
- 2Verify resolution feasibility with real data (orders, shipments, policy)
- 3Propose the resolution: one, concrete, with timing
- 4Log the complaint with outcome and closing date
- 5If sending the reply includes commitments or refunds, ask for approval
Rules
- · High-risk action: the complaint reply must be approved before sending
- · Acknowledging a mistake is a good-faith duty: never deny evidence
- · Never offer compensation outside company policy
Expected output
Complaint log (facts, proposed resolution, timing, outcome) + draft reply pending approval
When not to use it
- · Complaint requiring refund or penalty: proposal plus mandatory human approval
- · Complaint with personal data: verify GDPR before sharing any document
Example requests
«Customer complaint order #331: arrived broken and no reply for 5 days»