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. With regards to the product that you received twice, 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 Incomplete COD - Product Sealed)
"Hi Dear, sorry for the inconvenience. With regards to the product that you received twice, we can assist further with processing, (follow the matrix table). We will wait your confirmation."
Solution - (Status Completed COD - Product Sealed)
"Hi Dear, sorry for the inconvenience. With regards to the product that you received twice, we are unable to assist further as the order status is completed. Please ensure, if you receive an order twice, don't accept the other one. Thank you."
Solution - (Status Incomplete/Completed) COD - Seal Opened)
"Hi Dear, sorry for the inconvenience. Regarding receiving double package, we are unable to assist further as the seal on the product was already 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 Incomplete/Completed) Non COD - Sealed/Seal Opened)
"Hi Dear, sorry for the inconvenience. With regards to the product that you received twice, we already followed up the issue with our relevant team. We suggest you to contact the platform's customer service at (Platform Contact). Please ensure, if you receive an order twice, don't accept the other one. Thank you."