IMPORTANT
Solution provided must be the same for Official Store.
L1 agents can check the shipping status and evidence provided by buyer.
L1 agents can also check the buyer’s payment method.
If there are any indications of a Hard Complaint, the agent must follow the Hard Complaint Flow.
Complaint Handling
Check Order Status and Payment Method
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 issue with the product that has been c4nc3lled. kindly provide the following documents for further checking:
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."
Solution - (Status Cancel - COD - Product Sealed)
"Hi Dear, sorry for the inconvenience. Regarding the issue with the product that has been c4nc3lled, we already followed up the issue to our relevant team. We suggest you to contact the platform's customer service at (Platform Contact). If the order status is c4nc3lled, you can reject the order from courier. Thank you."
Solution - (Status Cancel COD - Product Sealed)
"Hi Dear, sorry for the inconvenience. Regarding the issue with the product that has been c4nc3lled, we are unable to assist further as the seal of the product has already been opened. If there is an issue with your order, please ensure not to open the product seal and contact our customer service through the chat for further assistance. Thank you."
Solution - (Status Cancel Non COD - Sealed/Seal Opened)
"Hi Dear, sorry for the inconvenience. Regarding the issue with the product that has been c4nc3lled, we already followed up the issue to our relevant team. We suggest you to contact the platform's customer service at (Platform Contact). Please ensure, if the order status is c4nc3lled, don't accept the order. Thank you."