Topics: Complaint, Refund, Marketing, e-Commerce, Cloud
Complaints need to be handled with tact in order to get a point across – rather than making one to an inner circle of companions and bemoaning any troubles within a confined space, the first step to take is to inform the seller about the problem, whether it is a brick-and-mortar store or e-commerce. Most of them are usually solved in this manner, so the seller’s marketing strategy is not affected; however, it is recommended to do this as quickly as possible since most stores have a time limit for refunds and returns. If the problem is not resolved on the first try, filing the complaint to a supervisor or manager is recommended, the main takeaway is to know who someone needs to talk to in the first place to get these types of situations resolved.
Depending on the scenario, one may or may not be able to request a refund of the product. For example, if someone bought a ticket for a sports match and the team they were rooting for did not win the game, it is unreasonable and impossible for them to get any form of reimbursement, or refund, back for the ticket purchase. A purchase that would validate a request for a refund is if they bought a new product and found damages incurred to it after opening it up, an example of this is buying a brand-new TV only to find cracks on the screen or any other damages that may hinder the product of its value.
If the complaint continues to be unsuccessful with the seller, the next step to take is to write up a formal process to the business in question. The first step within this complaint process to keep a record of everything that has happened either in person or in an online environment over the cloud, this means the item in question that is being filed for a complaint along with its receipt as well as who was contacted previously and their response to the situation. After that, the manufacturer is contracted to provide all the details that have happened in a brief overview and state what the intentions are whether it is a replacement or return of the money. Rude of threatening approaches should be avoided, providing instead all means of contact information so the seller can contact the buyer if needed. If the problem continues to be unresolved, it is possible to contact further higher-ups such as trade associations or national consumer organizations. One can also contact local consumer protection offices or the Better Business Bureau (BBB), which is a non-profit organization that provides help for consumers.