Stores, e-commerce, click and collect, delivery: handle customer and supplier complaints across your whole network, escalate quality alerts and protect trust in your brand.
Request a demoContact usWith thousands of checkouts and product references, retailers receive a high volume of very diverse complaints.
Expired product, storage issue, foreign body, undeclared allergen: these complaints can trigger a quality alert or a recall.
Shelf price different from the till, promotion not applied, loyalty card: everyday disputes to settle in store or remotely.
Welcome, checkout queues, product availability, cleanliness: complaints reveal what happens in each store.
Incomplete order, damaged product, late delivery or missed slot, refunds: complaints that require precise tracking.
Hypermarkets, supermarkets, convenience stores: each store must handle its complaints while reporting to headquarters.
Some complaints concern suppliers and must be passed on to them, with follow-up of corrective actions.
Reasons organized by department, customer journey and responsibility (store, logistics, supplier).
Expired use-by or best-before date, broken cold chain, abnormal taste or appearance, foreign body, allergen, defective packaging.
Suspected food poisoning, product subject to a recall, batch traceability, report to health authorities.
Shelf price different from checkout price, promotion not applied, wrong change, receipt, payment declined.
Points not credited, coupons, gift cards, personalized offers, lost loyalty card.
Product availability (out of stock), checkout queues, cleanliness, parking, welcome, staff behavior.
Missing or substituted item, late delivery, missed slot, damaged product, refund.
One platform for headquarters, stores, customer service and quality.
Store desk, contact center, e-commerce site, app, social media: everything arrives in the same tool.
Learn more →Fresh, grocery, non-food, prices, service, delivery: a classification that routes to the store, quality or the supplier.
Learn more →Each store sees and handles its own complaints, headquarters keeps a consolidated view.
Learn more →Corrective actions in store or at the supplier, with owners and due dates.
Learn more →Dashboards by store, region, department and supplier to spot recurring problems.
Learn more →Satisfaction surveys after handling to track how the customer experience evolves.
Learn more →Save time on high volumes and react quickly to quality alerts.
Send personalized standard replies: apology, voucher, refund, explanation.
Learn more →Distribute complaints automatically between stores, quality and suppliers.
Learn more →Answer frequent questions automatically: opening hours, order tracking, returns and refunds.
Learn more →A customer reports a spoiled fresh product bought in store.
The customer files the complaint through the website chatbot or at the store desk, attaching a photo of the product and the receipt.
Classified as "Quality – fresh product", the complaint is assigned to the store and the quality team, with the supplier identified from the product reference.
Photo, receipt, batch number and expiry date are stored in the case EDM.
Workflow: store (goodwill gesture) → quality team (batch analysis, blocking if needed) → supplier (action plan); immediate alert to quality management if several complaints concern the same batch.
A personalized letter or e-mail is generated: apology, refund or voucher.
The corrective action plan is approved and signed electronically by the supplier, then the case is closed.
Complaints per store and per 10,000 receipts
Share of quality and food safety complaints
Complaints by supplier and by batch
Average response time and in-store resolution rate
Amount of goodwill gestures and refunds
Satisfaction after handling and NPS by store
A leader in mass retail, Marjane needed to manage complaints from its customers and suppliers efficiently. The group adopted Complaints Manager to strengthen customer satisfaction and optimize its resolution process.
Yes: each store has its own workspace; headquarters and regional management keep a consolidated view and can take over.
An alert rule detects several complaints on the same batch or product and immediately notifies quality management so it can decide on a recall.
Yes: the complaint is passed on with the documents, they propose an action plan and approve it by electronic signature.
Yes: complaints from the website and app are received automatically and linked to the order number.
See how Complaints Manager adapts to your store network and your e-commerce business.
Request a demoStart the Chat
Welcome to Complaints Manager,
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