Resolve complaints without repeated questions.
When a customer has to explain the same problem again, your team pays for another contact and risks losing the next order. Duvo brings the complaint, order history, and relevant policy into one case, prepares the response for approval, and keeps the operational follow-up attached so the underlying issue reaches its owner.
Customer Complaint Management
Needs inputComplaint CC-201
- Complaint status
- Delivery evidence found
- Scope
- Order 44018
- Decision
- Approve response
Next action
Response rules are approved
Priority, policy, evidence, compensation, routing, and response conditions follow the agreed service model.
View the wider product queue
Customer Complaint Management
Customer messages are connected to orders, deliveries, products, policies, and previous contact before response.
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Showing 5 of 24 cases
- 1
Approval
Exceptions pause for the named owner
Each exception carries the source records, applied rule, recommended action, and the person authorised to decide.
- 2
Complaint status
Complaint status is visible before the action
Each complaint shows the source evidence, applicable policy, proposed response, and operational follow-up owner.
Prepare the response and carry the issue through resolution.
Complaints arrive through email, chat, phone notes, portals, stores, social messages and account teams. Service teams need the order, delivery, product, payment, policy and contact history before they can decide the right response.
- 01Capture
Capture the complaint in one record.
Duvo reads the message, channel, customer, stated issue, attachments, sentiment, urgency, and previous contact.
- 02Connect
Connect the relevant order and product evidence.
Orders, delivery events, substitutions, returns, batches, payments, policies, and related complaints are attached.
- 03Prepare
Prepare the response and operational action.
The applicable policy, proposed reply, credit or replacement option, evidence request, and root-cause owner are assembled.
- 04Approve
Your team decides
Pause sensitive decisions for review.
Compensation, liability, quality, safety, legal, strategic-account, and public-response decisions wait for authorised approval.
- 05Close
Send, act, and record the outcome.
The approved response, compensation, replacement, return, investigation, customer outcome, and root-cause action update the case.
Connect customer channels to order and operational records.
Systems and control details
Duvo can work across customer service, CRM, order, delivery, product, payment, returns, quality, and collaboration systems.
customer service platforms, CRM records, order management, delivery tracking, product and batch data, payment and credit records, returns systems, quality and incident records
Response rules are approved
Priority, policy, evidence, compensation, routing, and response conditions follow the agreed service model.
Sensitive cases pause for the right owner
Liability, quality, safety, legal, strategic-account, public-response, and exception decisions wait for approval.
The customer and operational trails stay connected
Messages, evidence, decisions, actions, outcomes, and root-cause follow-up remain attached to the case.
Contracted guarantee
5x ROI, guaranteed
If measured results fall below 5x the total proposal price, the whole contract is free.
What teams ask about Customer Complaint Management
Which complaint channels are covered?
Email, chat, phone notes, retailer portals, stores, social messages and account teams.
What does the service team see before replying to a complaint?
The orders, delivery events, substitutions, returns, batches, payments, policies, related complaints and previous contact, together with a proposed response for approval.
Who approves compensation or a credit?
An authorised owner. Compensation, liability, quality, safety, legal, strategic-account and public-response decisions wait for approval.
How does a product fault reported by a customer reach quality?
Duvo names the root-cause owner in the response pack and keeps the operational follow-up attached, so the investigation and its outcome stay with the complaint.