Efficiency tools
Complaints and returns in ONe
Ensure simple complaint handling and you will gain faster service and satisfied customers
Turn complaints into a quick and transparent process. Thanks to the ONe module, sales representatives can submit complaints on behalf of customers without additional logins and forms. Data is filled in automatically, documents and comments are in one place, and statuses are updated on an ongoing basis. It’s a simple way to ensure efficient after-sales service, fewer errors and higher customer satisfaction.
What exactly is included in the module?
Submitting a complaint by the customer
- Available on the e-commerce platform.
- Selection of the source document: invoice or delivery note.
- Selection of the products and quantities being complained about.
- Selecting the reason for the complaint, requests after consideration, and a description of the defect.
- Adding multiple attachments (photos, PDF, Excel).
- Saving and sending the report with one click.
Submitting complaints from the merchant panel
- Selecting the customer and source document: invoice or delivery note.
- Select the products and quantities being complained about.
- Fill in the claimant's details (name, e-mail, telephone number), reason for complaint, request after consideration and description of the defect.
- Add multiple attachments (photos, PDF, Excel).
- Save and send the report with a single click.
Overview and Management
- Complaint list with filters (status, customer, report source, dates, ticket).
- Change document status, assign to users, edit products and report data.
- Comments on the entire document and individual items, with chronological author and date.
Roles and Permissions
- Separate permissions for: viewing the list and documents, creating complaints, and changing status.
- Ability to assign permissions to user roles according to company policy.
Integrations and Automation
- Link to invoice or delivery note; automatic data completion.
- Email notifications for followers (customers or employees) about status changes, adding comments, or assigning reports. The scope of notifications can be customized.
- Integration API: Ability to change complaint status via API.
HOW DOES IT WORK?
Submitting complaints by sales representatives
Turn complaints into a simple process. Thanks to the ONe module, the entire process – from submission to decision – runs smoothly, and your customers can immediately see that they are in good hands.
Trader
Selecting a customer and document
The salesperson selects the customer and document (invoice/delivery note), and the system fills in the details and items
Customer
The customer selects the document (invoice/delivery note), and the system fills in the details and items.
Complaint submission
The customer or sales representative indicates the products to which the complaint relates, fills in the basic information and adds any attachments.
Document flow
After the complaint is submitted, the document is added to the list in the panel and is visible in the customer’s account on the e-commerce platform.
Complaint management
Authorised persons can change statuses, add comments and attachments, and assign cases.
Tudta, hogy...
Az ONe egy folyamatosan fejlődő platform, amely szoros kapcsolatban áll ügyfeleivel. Minden hónapban webináriumokat szervezünk, amelyek során bemutatjuk az új, folyamatban lévő és tervezett projekteket.
Maradjon velünk kapcsolatban, és tartsa magát naprakészen a havonta bevezetett új funkciókról.
BENEFITS
Key Benefits
Faster Service
Sellers submit complaints immediately, without the need for the customer to log in.
Fewer Errors
Linking to an invoice or delivery note automatically completes customer data and product lists.
Improved Communication
Comments and attachments in a single thread, with email notifications.
Full Visibility
Complaints are visible both in the sales dashboard and in the customer’s account on the e-commerce platform.
Process Automation
Integrations and email notifications speed up complaint processing and eliminate manual steps.
Rise above the competition
Explore all of ONe’s functionalities, both those ready to be implemented in your company today and those we will tailor to your business.
EXAMPLES
Why is streamlining the complaints process so important?
- On average, approximately 20% of products ordered online end in returns.
- In the B2B sector, as many as 44% of buyers complain or express dissatisfaction at least once every two weeks, and 9% do so daily.
Effect
- Problems impact profits: returns can reduce margins by 6–10% and sales by 1–5%.
- Customer dissatisfaction can lead to customer loss.
Source: NRF, Happy Returns, CapitalOne Shopping
- SCENARIO
Entrepreneur
A beauty salon owner receives a damaged package of face creams.
Effect
- A sales advisor takes over the complaints process.
- The advisor can forward the complaint to the complaints department.
- Strengthen the relationship with the advisor and increase loyalty to the distributor.
- SCENARIO
Distributor
A customer returns a large number of purchased products on different dates.
Effect
- The customer no longer needs to search for documents issued during the purchase process.
- The advisor no longer needs to instruct the customer on how to file a complaint.
- The customer saves time and increases willingness to continue working with them.
- SCENARIO
Manufacturer
The customer is concerned about downtime due to damaged equipment. They must return the product to receive a refund and purchase a new one.
Effect
- Quick initiation of the complaint process.
- The complaint can be given high priority.
- Participation in the process – a replacement product can be offered.
Conclusions:
The complaint process is crucial for your business.
2 months free
The complaints module is now available at ONe. You can use it completely free for the first two months; see how it will simplify customer service.
2 months free
The complaints module is now available at ONe. You can use it completely free for the first two months; see how it will simplify customer service.
Let’s Work Together
Achieve more, faster with our cutting-edge B2B platform. Streamline your sales processes, boost operational efficiency, and build stronger customer relationships. Get in touch with us today to see how we can help your business grow.
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ONe Company sp. z o.o.
ul. Strzegomska 2-4
53-611 Wrocław | Poland