IMPORTANT
Make sure to provide solutions by system and do not suggest manual solutions, except in the case of Hard Complaints.
If the order status is already Completed/Confirmed, it can be rejected and the buyer should be directed to contact the platform's customer service, without manual solution. Except for Shopee, if the order is Completed, follow the platform's warranty period estimate.
For refund processing via system (Cancel/Refund), advise the customer to contact the platform.
The warranty period follows the "Warranty Period" tab for each platform.
SLA for escalation to L2 is 3 calendar days for manual refund/resend.
If buyer Hard Complaint, agents must follow the Hard Complaint Flow.
Unboxing video is not required for first complaint, but it is mandatory for second complaint onward for damage product
L1 agents must identify the damage complaint is caused by internal or external factors.
For issues (strange components, discoloration, foul odor, texture changes, or sunscreen that cannot be sprayed), these are considered Special Complaints. You may follow the link below for handling cases.
If L1 agent receives a complaint from a Buyer regarding Internal Damage or Special Complaint (issues internal), can proceed according to the flow and input the buyer's data in the CS Escalation 2025 the Product Negative Feedback tab.
