KB: German Team: HOI Faulty Product

Handling Faulty Shoe Complaints – Germany

As part of our customer care team, you may encounter cases where a customer in Germany has received a faulty shoe. Due to the high cost of returning items from Germany to the UK, our process differs from the UK procedure. Below is a detailed guide to help you handle these cases effectively and professionally.

Step 1: Acknowledge the Issue and Apologise

Start by apologising to the customer for the inconvenience caused. Ensure your tone is empathetic and professional.

Step 2: Log the Complaint

Create a call log in our system using the following details:

• Product Line: Select the appropriate shoe product.

• Category: Product Complaint

• Subcategory: Used

• Extra Tab: Select either Broken or Other depending on the nature of the fault.

• Note: Bring to CX is selected by default—leave this as is.

Step 3: Request Photos of the Faulty Shoe

Politely ask the customer to send clear pictures of the faulty or damaged shoe. Use the pre-written email template:

• Template: HOI 1 Need Pictures This step is essential, as we must assess the issue visually before proceeding.

Step 4: Assess the Photographic Evidence

Once the images have been received:

• Carefully examine the photos to identify the fault.

• If unsure, consult the supervisor of the day for their assessment or confirmation.

• Document any findings or input from the supervisor in the call log.

Step 5: Determine the Appropriate Resolution

If the fault is clearly visible and confirmed:

Option A: Partial Refund

• If the customer is happy to keep the shoe, you may offer a partial refund.

• The refund amount will be decided case by case, considering:

  • Age of the shoe

  • Nature and severity of the fault

  • Signs of usage

Option B: Replacement

• If the fault is too severe, offer to send a replacement pair of shoes.

• Do not request the faulty pair to be returned. In either case, use the email template:

• Template: HOI 2 WDYW (“What do you want?” – asks the customer to choose their preferred resolution)

Step 6: If the Fault is Not Confirmed

If the images do not show a visible fault or the issue does not qualify for compensation:

• Select the appropriate negative outcome email template to inform the customer of our decision:

  • HOI 5

  • HOI 5a

  • HOI 5b

  • HOI 5c

Choose the most suitable one depending on the situation.

Final Notes for You

• Always remain professional, empathetic, and fair when dealing with complaints.

• Do not commit to any compensation before photographic evidence is reviewed.

• When in doubt, always escalate or seek guidance from a supervisor.

• Ensure all actions and communications are logged accurately.

If you have questions at any point during the process, feel free to check with your team leader or refer to the full set of HOI (Head Office Inspection) templates for examples of how to word your responses.