In this article we will explain you how to manage your after-sales requests through the Back Office. Please remember that all communications with clients must take place in this area.
To find all your requests, simply click on 'Customer service requests'. This will bring you directly to the after-sales management tool, as you can see on the picture below.
As usual, you will be able to apply some filters as for example the country or the order number if needed. In any case, on the right side of this area you will always see the same tabs. The most important is the 'Open tickets' one, showing you all client requests that need to be answered. You will find more details in the list of those orders (time left, answered, etc.).
Please do not forget to answer you tickets when you're done, meaning that the next step will be an answer from the client and that there is nothing more you can do as long as the client has not answered your last message. If the client is sending you a new message, it will automatically open the ticket again.
The 'Product returns' tab is related to all returns that were schedule through your after-sales requests. To do so, it is really important to provide all shipping information when sending a return label. To do so, you simply need to click on "Propose a return" in the concerned after-sales request and fill in all necessary information.
Of course, you will also be able to find 'Closed' requests, so that you can open them again if needed. Last but not least, the 'Invoice' tab. Please do not forget to answer those requests, which can be simply replied by uploading the invoice directly in the tab.
Writing a message to a customer - How can you meet the expectations of your client?
When sending a message to a client, you must be polite, friendly and above all useful! Yes, this sounds strange, but you have to take into account that most of the clients clearly don't know a lot about refurbished and electronic devices. It is important to guide customers well and even more when buying online. Receiving friendly and complete answers will reassure many customers. As a reminder, customers can rate your last message on the following criteria:
Those ratings are composing your CSAT (customer satisfaction) rate.