Overview
Complaints are never fun, and you do everything you can to avoid them, but they are a reality of any business. Handling a complaint is just as important as handling the sale itself, as a complaint experience can either restore the customer’s trust or permanently put them off. Your GotPhoto account has a complaints management feature to help you seamlessly manage customer complaints.
Video Walkthrough
The video below shows a quick explanation for using this feature.
Written instructions continue below.
Navigation
The best part of GotPhoto’s complaints management feature is that everything is stored in one place, from the original order, to the complaint, how it’s handled, and finally resolved. It’s also integrated with the lab so that issues involving the lab can easily be assigned to the lab for feedback and resolution.
You can view customer complaints by going to Orders → Requests.
Submitting a Complaint
When the customer is logged into their account, they can file a complaint from the order status page by clicking Report feedback/complaint. This leads them to the following screen:
Here, they have to fill out the four marked fields:
- Which product(s) the complaint is about.
- The reason(s) for the complaint.
- If they have any attachments (e.g. photo of damaged product), they can attach it here.
- They must fill out a comment to explain the exact details of the complaint.
Once they click Send, the complaint will show up in their order status page. The following screenshot shows you what it looks like for the customer, complete with the answer we’re going to show from the photographer’s perspective shortly. Once the complaint has been answered, it can be marked Closed as seen here. Before that, it would show as Open.
Responding to a Complaint
Now let’s see it from the perspective of the photographer so we know how to properly answer each complaint. First, you need to know where to find them.
In your account, simply follow these three steps to view a complaint:
- Click Orders at the top of the page.
- Click the Feedback/Complaints tab.
- Click Open the order to see the applicable complaint.
Once you’re on the order overview page, you will see the complaint on the right side of the page. To respond to it, click ‘Edit feedback/complaint’ below the complaint. This will bring up the following screen:
Here, there are five things to consider:
- The status of the complaint. Here is where you can mark it as Closed if it has been sufficiently answered.
- If you are replying to Support or to the Lab, the customer cannot see the response by default. If you check this box, the response will be visible to the customer.
- Type your reply into the Comment field here.
- This shows you which products the complaint was about. If you have any attachments you would like to share, you can attach them by clicking ‘Select file(s)’, but this is optional.
- Click if you want to reply to the previous sender or forward it to someone else. If you’re unsure where Reply will go, you can hover the mouse over the button to get more information.
Once you have sent your response, it will be immediately available for everyone who has viewing privileges.
Submitting a Complaint on Behalf of a Customer
Your clients may ask you to place a complaint for them. If you receive a complaint from a customer about a product ordered from your shop, follow these steps:
- Find out the reason(s) for the complaint from your customer with as much detail as possible.
- Log in to your GotPhoto account, go to orders, and open the customer’s order.
- Click the red Write feedback/complaint button.
- Complete the form with all the relevant information and click submit.
The Takeaway
Navigating customer complaints is a crucial aspect of business management, and GotPhoto's integrated complaints management feature streamlines the process from submission to resolution. GotPhoto's comprehensive system ensures a seamless and transparent complaints resolution process, contributing to enhanced customer satisfaction and trust.