IMPORTANT
L1 agents should provide solutions based on the buyer's specific issue.
L1 agents can request the necessary data to assist with the Resend process (re-sending missing items) or the Refund process (manual refund).
Ensure that the provided data is complete and appropriate for escalation, and validate the report with the CS team.
If data is complete, escalate to L2.
If buyer insist/ Hard Complaint, agents must follow the Hard Complaint flow.
Complaint Handling
Ensure the product was purchased from Online Store.
Identify the product used and negative effects experienced.
Solution
Probing Evidence
L1 agents probing data from buyer.
Complete Probing Data
If buyer has provided complete data, L1 agents can proceed to give a solution based on the recommended script.
Ensure the agent input buyer's data into CS Escalation 2025.
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Recommended Script
Probing Negative Feedback Product
"Hi Dear, sorry for the inconvenience. To understand and assist you effectively, could you please help us by answering the following questions?
Which Skintific product did you use?
Did you take 1-week break before switching to Skintific Product?
Name:
City:
Age:
Gender:
Photo Batch Lot:
We will wait for your response."
Solution (General)
"Thank you so much for your confirmation, Dear. Once again, we sincerely apologize for the inconvenience. We want to assure you that all Time Phoriaproduct are formulated with high-quality ingredients and complies with FDA standards.
As for the emergence of facial problems, this can be caused by several factors, such as (select according to the problem: excess sebum production, hormonal changes, environmental or weather conditions, incompatibility with certain products). To overcome this, here are some steps you can try according to your skin condition: (Select a solution according to the buyer's skin condition)
Stop using the product & reapply it on a small area of skin for a patch test first.
Make sure that you do not combine Time Phoria with other brands that may cause an excessive reaction on the skin (for example, when using ombre on the lips).
We hope this issue doesn’t happen again, and that our tips help improve your current skin condition. We truly appreciate your trust and hope you’ll continue to be a loyal Time Phoria user. Thank you."