CS PH - EKB - TP - Wrong Product

IMPORTANT

Make sure to provide solutions by system and do not suggest manual solutions, except in the case for 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. Exception 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

2.1.1 TP - Wrong Product - PH

Complaint Identification

Evidence verification
Check the completeness of the evidence to ensure its accuracy.
Make sure the order status is Incomplete or Complete.
Make sure the buyer is still within the platform's policy for requesting a return / refund

Solution

Probing Evidence

Agent L1 conducts analysis by asking probing questions to check the completeness of the buyer's evidence
If it is the customer's first complaint and they are unable to provide shipping labels or unboxing video, it’s acceptable to proceed with the next step. For first complaints, the customer should at least provide photo of the product.
If this is a second complaint, all required evidence must be provided by the buyer.

Incomplete Status

If the evidence is valid, the L1 agent can direct the buyer to submit a return / refund through the system.
If the evidence is valid but the buyer insist / Hard Complaint wants to be assisted manually (following the metrics table) , the L1 agents need to confirm that the order has been completed before proceed the manual solution.
After L1 agents provided the manual solution, make sure to fill in the data in the tracker GSheet Escalation 2025

Completed Status

If the evidence is valid, the L1 agent can direct the buyer to submit a return / refund through the system but need to make sure the buyer is still within the platform policy.
If the evidence is valid but the buyer is unable to click RR / insists on a hard complaint and requests manual assistance, L1 agent can proceed with a manual solution after getting approval from TL. (following the metrics table)
After L1 agents provided the manual solution, make sure to fill in the data in the tracker GSheet Escalation 2025

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Recommended Scripts

Probing Evidence

"Hi dear, sorry for the inconvenience. Regarding the wrong product, please attach the following documents for further investigation:

Shipping labels
Photos of the whole product
Unboxing video

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

NOTE: If there are any product issue/complaint with KOL sales, please skip the request for an unboxing video. However, for orders from our regular ecommerce stores, please continue to follow the normal SOP.

Invalid / Missing Evidence

"Thank you for your understanding. I apologize for not being able to assist you in resolving the issue due to (lack of evidence/inappropriate evidence/other reasons). If you have any additional documents that can help us investigate this matter, please feel free to attach it again for further assistance."

Suggest Buyer to Click RR on the system

Incomplete & Complete Status

"Sorry for the inconvenience. With regards to the wrong product that you received, you can immediately apply for a r3turn & r3fund (Full/Partial) through the system in the application. Thank you."

"Sorry for the inconvenience. With regards to the wrong product that you received, at this time we will coordinate this with our relevant team for further review. Once reviewed and approved, they will process your request. Thank you."

Manual Solution

Incomplete Status

"Sorry for the inconvenience. With regards to the wrong product that you received, we can process your request manually, which (following the Metrix table). But please complete the order so there will be no double submission. We will wait for your confirmation."

Complete Status

"Sorry for the inconvenience. With regards to the wrong product that you received, we can process your request manually, which (following the Metrix table). We will wait for your confirmation."

Buyer Unsealed / Used the product

"Thank you for your confirmation! 😊

As part of our r3turn policy for wrong items, we can only proceed with a r3turn or r3fund if the product is in its original condition, unopened, and unsealed.

Since the item has already been opened, we're unfortunately unable to proceed with the next step. In this case, we kindly suggest that you keep the product.

For future orders, we recommend double-checking the product label before opening to help avoid similar issues. We truly apologize for any inconvenience this may have caused and appreciate your understanding. 💛"