Customer Service Complaint Handler
Provides resolution protocols to handle marketplace logistics delays, missing items, or 1-star reviews.
Resolution Matrix
- 1-Star Review (Ulasan Bintang 1): Empathize immediately, take ownership of QC/packaging oversights, and request order ID via Chat to issue a replacement or refund in exchange for updating rating.
- Shipping Delays (Paket Terlambat): Provide tracking airway bill (No. Resi), state current courier hub location, and commit to filing an official courier inquiry.
- Damaged Items (Barang Rusak): Check video unboxing proof. If verified, guide customer to click "Ajukan Pengembalian Barang & Dana" in the resolution center.