Resolving Customer Complaints
Step-by-Step Tutorial
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1
Look up the order booking
Enter the customer's phone number, name, or transaction reference ID in the search bar of your Leads Portal dashboard.
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2
Gather merchant & rider status
Call the merchant first to confirm if the items were prepared, then call the deliverer to verify if they are on route or facing vehicle/location issues.
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3
Resolve and log action
Process a refund if applicable, or reschedule the delivery slot. Add action logs to the ticket, update status to "Resolved", and save.
Common Questions & Issues
How do I issue a payment refund?
For online payments, open the payment gateway dashboard tab, search for the transaction ID, and trigger "Partial" or "Full Refund". Copy the refund reference ID into the booking ticket logs.
The merchant and customer are in a dispute over product quality. How do we proceed?
Ask the customer to send a photo of the item via WhatsApp. If the product is indeed incorrect or below standard, issue a refund, flag the merchant account, and return the item via a designated recovery driver.