[DMP] Complaints Management

Owned by Miguel-Romero, Almudena
Last updated: Jul 26, 2024 by Pierzynski, Augusto
3 min read

 Instructions

  1. From the DMP, it is possible to see the complaints for the current day and filter complaints by previous dates. At the top bar, there is a complaints counter showing how many complaints are open (still pending to resolve) and how many are closed.

    Screenshot 2024-05-27 at 12.08.06.png

  2. The complaints come to DMP from:

    1. Outside DMP (call center, app, website, etc - under the Delivery category)

    2. Inside DMP or Rider App: orders closed with issue triggers automatically a new complaint.

  3. By clicking the eye icon for the complaint, it will open the complaint detail page:

     

  4. The “Close Complaint” button will only be activated when a resolution is choosen from the list, depending on the reason why the complaint was opened:

    1. For Time, Quality, Comments, Accuracy/Product Missing (with total value less than 3€): the available resolutions are:

      1. Pre defined comment.

      2. Not applicable.

         

         

    2. For Accuracy/Product Missing (with total value more than 3€), it is possible to choose what were the items with issues, and then choose one from the available resolutions:

      1. Pre defined comment.

      2. Not applicable.

      3. Redelivery (internally managed by store manager).

       

       

  5. It is only possible to print closed complaints, by clicking on it to see the details, and then click the printer button:

     

Accuracy/Product missing complaints can be redelivered when the total of items for redelivery are more than 3€.

Unresolved Complaints Alert

Whenever there’s a new complaint, store management has a threshold of two hours before the complaint gets escalated to be managed on DMP but before that happens, DMP starts to remind operational staff to solve this complaints through alerts.

Every 10 minutes, a pop up will be displayed reminding the operator of how many unresolved complaints are open.

Once the operator click the “Let’s solve it!” he’ll be redirected to the “Complaint Management” page.

All Complaints Resolved Alert

Just as with unresolved complaints, when the user finishes working on the open complaints, DMP will display an alert stating that everything has been resolved.