CS PH - EKB - TP - Less Product

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.
Probing unboxing video only for second complaint

2.1.2 TP - Less Product - PH

Complaint Handling

Probing Evidence
Validate the Evidence – (Ensure all evidence is validated and attached by buyer)
Provide a Solution – (Based on the situation)
Escalate – (If necessary)

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Recommended Script

Probing Evidence

"Hi Dear, sorry for the inconvenience. Regarding the less product you received, please attach the following documents for further investigation:

Unboxing video (probing unboxing video only for second complaint)
Shipping label
Photos of the seal (top/bottom) and whole product

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

Evidence Validation – (Evidence is Invalid or Missing)

"Thank you for your response. We’re sorry that we’re unable to proceed further because (lack of evidence/inappropriate evidence/other reasons). Please ensure to (record unboxing video from start to finish when opening the package / other reasons). Thank you."

Solution – (Order Status Incomplete)

Request RR via System

"Hi Dear, sorry for the inconvenience. Regarding the less product you received, you can directly submit a request for (a return refund full/partial based on the buyer’s issue) through the system in the submission. Thank you."

Insists / Hard Complaint

"Hi Dear, sorry for the inconvenience. Regarding the less product you received, we can assist you further through a manual process (based on the matrix table). Kindly complete the order to avoid double submissions. We will wait for your confirmation."

Solution – (Order Status Completed)

Order Status is Completed

"Hi Dear, sorry for the inconvenience. Regarding the less product you received, we are unable to assist because the status of the order is already completed. We suggest you to check the package before completing the order to avoid this in the future. You can contact the platform's customer service for further information. Thank you."

Insist/Hard Complaint

"Hi Dear, sorry for the inconvenience. Regarding the less product you received, we can assist you further through a manual process (based on the matrix table). We will wait for your confirmation."

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 for any updates within 3 business days. Thank you."