Manage Complaints

Empower Outlets with Efficient 'Manage Complaints' Feature

Effortlessly oversee and address customer concerns with our 'Manage Complaints' feature in the outlet app. This centralized platform enables outlets to access and review all raised complaints in one consolidated space, fostering efficient and organized complaint resolution. Through an intuitive interface, outlets can swiftly navigate and prioritize responses, ensuring timely and satisfactory resolutions for improved customer satisfaction.

This page offers enhanced accessibility with a variety of search and filter options, enabling outlets to efficiently locate the relevant data they need.

All complaints are presented in a card view, categorized into tabs for easy navigation:

• Raised: Newly raised complaints by team members or outlets that are still pending from the service engineer’s end to act.

• Visit: Service engineers marked their visit for the complaints to customers

• Test Result Submitted: When service engineers submit the test results after visiting the customers and testing the serial key for the mentioned issues.

• Resolved: When final decisions on complaints are provided by team members for their eligibility for any further action.

• Approved for Warranty: The status where the serial key is approved for warranty.

• Repair & Return: The status where the serial key is approved for repair and return.

• Closed: The status where serial key complaint for the serial key is closed and no further transactions are required or it got rejected due to the good condition of the battery.

• Canceled: The status where the serial key complaint gets canceled by the service engineer due to unavailability of serial key or not the registered serial key etc.

Track Complaint

Utilizing the "See Details" button on the complaint card view initiates redirection to the "Track Complaint Details" page, offering a comprehensive overview of all pertinent information related to the specific claim. This includes the activity status, enabling the outlet to monitor every action taken on the respective complaint, and ensuring a thorough understanding of the entire complaint lifecycle.

Step to Navigate to Track Complaint

Step 1: Go to the side menu

Step 2: Select the complaint

Step 3: Click on Manage Complaint

Step 4: Click on the reference number, User will be redirected to the Track complaint page and can check all the details of the complaint.