Jumbotail

KB ID : JKB0004

Summary

This article describes the steps to follow on an order confirmation call back for a product with known issue. That is when a customer orders an item that had an issue in the past. It could be an item that received a lot of complaints from other customers in the past or items that had a lot of damages in the past.

 

Solution

Call the customer and inform him that we have noticed issues with this particular product in the past -> Explain to him what exactly the issue with the item was and the product features -> Suggest alternative products around the same price point

• The customer wants the alternative product -> Cancel previous product and Inform customer to place a new order for the new item required -> Create ticket accordingly -> Case closed.
  
• If the customer wants the same product -> Request customer to call us for any feedback on this product -> Create ticket and cc the seller -> Case closed.

Important : Inform customers for any additional questions or require further clarification, please,feel free to call us at  +918880188801