Customer Complaint Escalation ProcessUpdated 3 years ago

Overview：

When overseas customer service is responding to an email and encounters a situation that is beyond their control and if they respond further it may escalate or become more serious.

In this case, you need to contact the person in charge to transfer the case to domestic customer service.

Amazon contact: Shannbo

Shopify contact: Lu

When the following situation occurs, please contact the person in charge in the nail group to apply for assistance in escalating the customer complaint. Note: Please outline the line of question in the notes.

Communication:

(1) Offer to send a lawyer's letter to warn us; ask a manager to come in and handle the issue, etc.

(2) Abusive/expletive language (2 or more times): customer's tone of voice is aggravated and pushy; insulting words in the email.

(3) When you find it impossible to follow the process to deal with the problem：

A. Request for information is not cooperative (2 times and more)

B. According to the process to give the solution customer does not accept (consultation 2 times and more)

Complaints:

When customers use bad reviews to threaten you.

For example: Ins/FB complaints; BBB complaints, etc.

*The first time you use bad reviews to threaten, you can first try to raise the compensation amount and other methods to appease customers

*2 or more times complaints threatened, need to escalate the customer complaint.

*If the domestic customer service (Yodi&Silver) finds the guest complaint and bad review, the email will be forwarded back to the domestic directly.

Serious cases：

Chargeback/Payal case：

*When a customer opens a Chargeback/Paypal case, this means the customer applies for a refund directly to the bank, which is a serious situation.

*When a customer indicates in an email that he/she wants a Chargeback/Paypal case, please first reassure the customer, and then contact the person in charge to transfer the customer complaint and to domestic. (When the customer has already applied for a Chargeback/Paypal case, Silver will directly transfer the complaint to domestic.)

*If Silver finds a case with Chargeback already opened during the check, the email will be forwarded back to domestic directly.

Other cases.

The customer has asked for a phone call more than twice and has indicated that it is not possible to contact them without a phone call. 

Steps to add a note：

1. Click on "leave an internal note"

2. Enter an overview of the event

3. Click on "send"