Complaint Handling

1. Probing Evidence

2. Validate the Evidence – (Ensure all evidence is validated and attached by buyer)

3. Provide a Solution – (Based on the situation)

4. Escalate – (If necessary)

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Recommended Script

Probing Evidence 

"Hi Dear,  sorry for the inconvenience. Regarding the issue with receiving the product (based on issue),  kindly provide the following documents for further checking: 

• (Probing evidence based on the issue)

Once received, we can then proceed in reviewing the issue." 

Escalate – (If necessary)

"Thank you for your confirmation. We already followed up the issue to our relevant team, and we will contact again through this chat within 3 calendar days. Thank you."