In the service tab, you can trace, consult and manage your all of your service requests. Your quality of service will directly impact on your merchant rating and, therefore, your overall performance.
Communicate effectively and cordially with your customers for best results! Remember to answer any open request, even if it's just with a 'thank you' acknowledgement. The last message in any chain must be from you. We advise you to close after an after-sales service request as soon as you have answered the customer. If you know that you will need to return to the customer at some point, then do not close the request.
1. You can filter your service requests by date, order number etc. Use the filters that are best suited to your organisation. If you manage different countries, for instance, then do not hesitate to filter by country.
2. The list of "Open" after-sales services requests is sorted by date and, consequently, by their urgency. So, you always have to treat cases from top to bottom to ensure a positive response rate is maintained in your Quality Dashboard, something which has a big impact on your sales. Always respect the deadline of 24 hours!
3. In the "Closed" category, you will find all the after-sales service request that have been closed within the last 7 days. These after-sales services can be opened again by the customer, the Back Care team, Back Market or yourself. After-sales service "Archives", on the other hand, have been closed for more than 7 days. You can also come back to these. To see the relevant service request, you must apply at least one filter.
4. Be sure to respond to invoice and IMEI requests within 24-hours, too. Providing this information promptly is very important for customer satisfaction. It also helps to avoid after-sales service requests that could negatively impact your Quality Dashboard.
Writing a message to a customer - how can you meet the expectations of your client?
Our primary aim is to provide customer satisfaction. This is why you are rated by our customers. They give you stars for the following criteria:
A new rating can be offered after each new message you send to a customer. So, always endeavour to answer as pleasantly, efficiently and quickly as possible.
Give him as much detail as possible. With regard to foreign language requests, please be clear and understandable.