Automation of complaints, returns and servicing

In this article we will show you how you can speed up the processes of handling returns and complaints, dividing them into two main aspects: for manufacturers and for sellers and distributors. We will look at practical solutions, discuss key challenges and suggest when to use ready-made tools such as BaseLinker, and when it is better to create a dedicated system for handling complaints and returns.

Automation for manufacturers: Improving warranty and post-warranty service

Electronics manufacturers — from home appliances to smartphones — have to deal with handling requests from customers who have purchased their products in a variety of places, both online and in stationary stores. Digital process automation helps to organize these operations, providing convenience for users and reducing the administrative burden. Here's what we can automate:

Complaint handling — product registration

It often happens that the manufacturer does not know the details of the purchase, because the product was acquired from an intermediary or in an offline store. A customer service tool for automatic registration of a product in case of complaints solves this problem. The customer enters data such as serial number, date of purchase and proof of purchase (e.g. receipt scan) via a simple portal or mobile application. After verifying the data, the product is saved in the database, which facilitates the handling of future service requests.
It is worth adding that many manufacturers encourage the registration of products in the complaint handling system or product database, even before the appearance of any defects, offering in return, for example, an additional year of warranty. Such a mechanism not only builds relationships with customers, but also allows you to collect data for marketing activities, such as promotions or automated newsletter correspondence.

Product Pickup

When a product needs to be repaired in an authorized workshop, which may be far away from the customer, it is crucial to arrange a pick-up. The automation of complaints management allows the customer to enter address data in the online form, thanks to this, the system for handling requests generates a return label and an order for the courier - all at the expense of the manufacturer. Thanks Integration with logistics systems the process runs smoothly, and the customer receives a confirmation of dispatch of the parcel.

Confirmation in the app

Handing over the product to the courier is a moment for the customer that can cause concern. Automation of complaint processes ensures that after filing a complaint, the customer immediately receives a confirmation document — e.g. PDF with application number and details, sent by e-mail or available on the portal. Such a simple step increases the sense of security and transparency and thus guarantees a significant improvement in the quality of online customer service.

Complaint and repair status tracking system

Customers want to know what's going on with their application. A dedicated portal or mobile application that is a complaint tracking system allows them to check the status of the repair in real time — from product acceptance, through diagnosis, to return shipment. The system can also automatically send SMS or e-mail notifications, for example, “Your device is under repair” or “The product has been shipped”. Thanks to this, the customer feels up to date without having to call the service. If your customer service team continues to manually inform about each stage of the complaint, it's time to implement the automation of correspondence!

Post-warranty service support — build a competitive advantage

Not everyone wants to replace a defective product with a new one - many customers are ready to pay for the repair after the warranty expires. Automation of service processes makes it easier to work with such requests. After accepting the product, the workshop prepares a quote, which the request system sends to the customer via the portal. The customer can accept it with one click and make a convenient online payment. Thanks to the automation of correspondence, upon completion of the repair, it receives a confirmation and information about a possible limited warranty for the service. This process minimizes the exchange of emails and phone calls, saving both the reporting person and the customer service team.

Automation for sellers and distributors: handling returns and complaints in e-commerce

Retailers and distributors in e-commerce face other challenges, such as fast processing of requests, refunds, document corrections or warehouse management. Automation of these processes allows you to operate more efficiently and build better relationships with customers. Here are the key areas for improvement:

Refunds

Customers expect a refund after returning a product to be quick and hassle-free, especially in e-commerce, where the right to return without giving a reason is standard. The automation of refunds, e.g. by integrating with payment gateways, allows you to initiate a transfer immediately after approval. In addition, thanks to automated correspondence, the customer can receive a status notification, which increases his confidence in the store.

Corrections of fiscal documents

The return of goods often involves the need to issue a corrective invoice or a correction of the receipt. Manual preparation of such documents can be time-consuming and prone to errors. Automation allows the system to generate the appropriate document based on the return data, taking into account details such as the value of the return or the quantity of products. The document goes to the client and is archived in the accounting system, which speeds up settlements.

Stock status updates

The accepted return requires verification of the condition of the product — whether it is suitable for resale, needs repair, or should be disposed of. Automation allows you to assign a product to the appropriate warehouse based on this assessment, updating the statuses in real time. This avoids mistakes such as the sale of damaged goods and maintains order in logistics.

Return forms and communication

Customers often have difficulty reporting a return or complaint, which generates additional traffic to the customer service department. An intuitive online form where the customer selects products, gives a reason for the return and generates a return label can make a difference. The system automatically confirms the request and sends status updates, such as “Refund accepted” or “Money returned”. This reduces the burden on the team and improves the customer experience.

Analysis of customer reports and search for reasons for returns

Automation allows you not only to handle returns, but also to draw conclusions from them. Thanks to AI technology, the system can generate reports and intelligent suggestions, thanks to which you can find out which products are most often returned and why - for example, due to factory defects or non-compliance with the description. This data helps you make better purchasing decisions, negotiate with suppliers, or optimize product descriptions in a way that minimizes returns in the future.

If you are interested in other customer service automation (such as CRM systems, customer service chatbots or intelligent suggestions using AI technology) read our article “5 customer service automation you need to know” and learn how to speed up business processes in your company: https://www.sagiton.pl/en/blog/customer-service-automation-what-you-can-implement

Ready-made complaint management systems vs. dedicated complaint handling automation — what to choose?

The decision between a ready-made tool such as BaseLinker and a dedicated system for automating complaints processes depends on the needs of the company, the scale of operations and the specifics of the activities. Below you will find a comparison to find out when it is worth choosing each of these approaches:

Ready-made solutions, e.g. BaseLinker

Platforms such as BaseLinker offer ready-made modules for handling complaints, returns, warehouses or fiscal documents, which makes them a good choice in several cases:

• Small and Medium Ecommerce Stores: an e-shop with dozens of returns per month can use BaseLinker's ready-made forms, integration with marketplaces (e.g. Allegro) and automatic generation of invoice corrections. Example: An electronic accessories store that handles 30 returns per month can easily manage the process of handling complaints and returns without a large investment.
• Simple processes: If returns and complaints do not require complex integrations (e.g. with external repair shops), the ready-made tool is quick to implement and more economical — remember that “tailor-made” digital automation of complaints processes can be time-consuming.
• Limited budget: BaseLinker or other customer service tools offer affordable prices, which is attractive for companies looking for low-cost service automation.

Dedicated automation of complaints management

In more complex scenarios, a dedicated complaint or return tracking system can better respond to your company's needs:

• Large volumes and complex processes: A manufacturer that handles thousands of service requests per month needs a system integrated into its IT infrastructure, such as ERP or CRM. Example: A household appliance company with a service network in several countries may need a multilingual complaint handling system that automatically directs products to the nearest workshop.
• Unusual requirements: If your processes require unique features, such as automatic post-warranty repair quotes or advanced return analytics, out-of-the-box tools may not be enough. Example: An electronics distributor working with multiple repair shops needs a system to manage pick-up and repair schedules.
• Integration with existing systems: Dedicated customer service automation allows you to seamlessly connect to your company's internal tools, which is crucial for large organizations. Example: A mobile device manufacturer may need a system that synchronizes data with SAP and local logistics systems.

Hybrid approach: Some companies combine both solutions. For example, a medium-sized e-commerce store may use BaseLinker to automate its marketplace returns processes, but need a dedicated portal to manage post-warranty claims from offline customers. Such a model allows you to maintain flexibility and optimize the costs of customer service processes.

Summary — how to obtain exemplary complaints and thus improve the quality of customer service?

Automating returns, complaints and warranty and post-warranty service processes is a way to increase efficiency and improve the customer experience — both for manufacturers and e-commerce sellers. Manufacturers can benefit from intuitive portals for product registration, device pickup and repair tracking, which builds loyalty and allows you to get to know customers better. Retailers and distributors, in turn, benefit from faster refunds, inventory updates and automatic document corrections, which translates into less chaos and lower operating costs.

Ready-made tools like BaseLinker are great for simpler scenarios, especially for smaller businesses. Dedicated customer support systems, on the other hand, are indispensable when processes become more complex (e.g. intelligent suggestions using AI technology) or require tight integration with existing infrastructure (e.g. CRM system). The key is to adapt the solution to the specifics of your business in such a way that it works more efficiently, reduces the time it takes to process complaints and provide customers with a better experience.