CS PH - EKB - TP - Special Complaint

IMPORTANT

Ensure that complaints include Special Case issues (strange components, color change, foul odor, texture change, and sunscreen that cannot be sprayed).
For color change issues, make sure to educate buyer that the product is still safe to use before proceeding with the Special Complaint.
Ensure solutions are provided through the system and do not suggest manual solutions, except for Hard Complaints.
For refund processing via system (Cancel/Refund), advise the customer to contact platform.
SLA for escalation to L2 is 3 calendar days for manual refund/resend.
There is no warranty period for Special Complaint, incomplete and completed statuses can be process.
If buyer Hard Complaint, agents must follow the Hard Complaint Flow.
If L1 agent receives a complaint from a Buyer regarding Internal Damage or Special Complaint (issues internal), can proceed according to the flow and input the buyer's data in the CS PH Escalation 2025 the Negative Feedback/After Effect tab.

2.4 TP - Special Complaint

Complaint Handling

When the status is completed/insist/hard complaint and want to process manually, offer to manual refund first. If the customer does not agree, a resend can be processed.

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Recommended Script

Probing Evidence

"Hi Dear, sorry for the inconvenience. With regards to the issue with the product (based on issue), kindly provide the following documents for further checking:

Photo or Video of the Issue (not unboxing video)
Batch lot on the product
Shipping label

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. With regards to the issue with the product (based on issue) 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."

When Insist/Hard Complaint

Offer Manual Refund First

"Hi Dear, sorry for the inconvenience. With regards to the issue with the product (based on issue), we will assist with the manual process:

Manual Refund

Kindly complete the order to avoid double submissions. We will wait for your confirmation."

Buyer Want to Resend:

"Hi Dear, sorry for the inconvenience. With regards to the issue with the product (based on issue), we will assist with the manual process:

Resend Product Manually

Kindly complete the order to avoid double submissions. We will wait for your confirmation."

Solution - (Status Completed)

Offer Manual Refund First

"Hi Dear, sorry for the inconvenience. With regards to the issue with the product (based on issue), we will assist with the manual process:

- Manual Refund

We will wait for your confirmation."

Buyer Want to Resend:

"Hi Dear, sorry for the inconvenience. With regards to the issue with the product (based on issue), we will assist with the manual process:

Resend Product Manually

We will wait for your confirmation."