LL - Zoho Complaint Form Instructions

Complaint Module in Zoho CRM - Complaint Tab

View video tutorials to get started:

Introduction to the Complaint Form (37 mins) https://www.loom.com/share/81de3bef6fad439597fef4111e594f48
Complaint Form Update Tutorial (15 mins) - 9.3.24

The Complaint form in Zoho is a comprehensive form that allows us to document all types of product related complaints—the form then becomes part of the permanent customer record and history.

By completing the form, you assist us in tracking reasons why our customers discontinue the use of a product, tracking reasons for refunds and cancels, as well as complying with FDA regulations related to these reasons. It is necessary for us to document ALL product complaints and retain them for 7 years.

Additionally, completing the complaint form accurately, allows us to extract data in order to help improve processes and the customer experience.

Agent Objective

To accurately and efficiently fill out the complaint form for ALL refund requests, ensuring all necessary details are included for proper documentation and resolution.

Goal: The complaint form should be specific to the order with the issue. For example, if the complaint is on an upsell order only, then you do not need to include information about the parent order.

What types of transactions are tracked on the complaint form?

Discontinued use of a product - Any/all reasons a customer wants to terminate the use of a product. Including but not limited to:
1. If they have yet to receive or use any of the products.
2. They’ve used ALL of it/have nothing to return.
3. They are returning a product
4. Cancelations pre-fulfillment and subscriptions
5. Having an adverse reaction
6. Experiencing a product defect
7. Warehouse returns
8. Discontinuing use / no refund
ALL refunds - (full or partial), even if they aren't discontinuing the product.
1. Full or partial refunds for dissatisfaction-related issues
2. Refunds for reships or fulfillment issues
3. Promotional refunds, coupon didn’t work, etc.

In the form, you'll be asked to select the "Type of complaint":

Did not get expected results
Unaware of subscription
Can't afford/financial reasons
Unaware of upsell
Medical advised against
Adverse reaction
Overstocked
Wrong product received
Did not like taste or texture
Capsule size issue
Topical pump issue
Heat damaged
Expired
Tech issue
Back order issue
Warehouse mistake
Postal delivery issue
Marketing concern (too many emails, didn't like video, etc)
Fraudulent use of card (someone stole their card)
Verif Failure=Address
Verif Failure-Fraud
Verif Fail - high $ amount
RTS package
Unable to access account
Coupon/Promotion didn’t apply
Waiting on customer response (you've asked the customer to provide a reason)
Refused to provide a reason (you asked, and the customer did not provide a reason)

*You can also provide "complaint notes" to expand on the reason if needed. For example, if the customer has a tech issue or marketing concern, you can add their statement into this section.

So that we stay compliant with FDA regulations - This form also helps us document and track:

Adverse reactions
Defective products

Escalated situations that result in refunds can be documented here too:

Chargebacks - our CB team will note if a chargeback has been filed as part of a complaint on the complaint form in Zoho.
Chargeback threats, we will also document that here too - in addition to running the Chargeback threat workflow in Help Scout.
Issues that were escalated to our loyalty team can be indicated here as well.

You will be asked to enter the product name into the form. This is separate from selecting the product from the pick list. When entering the product name from Sticky, copy paste the entire line including the number and paste it into the space.

From Shopify you can copy paste the product name like this:

How to create a complaint:

Look the customer up in Zoho using the email address they used on the order.

a. Verify the information in their Zoho record is up-to-date, adding additional emails, phone numbers, etc.

2. Check to see if a complaint was previously created relating to the order/orders you need to log.

If there was, you will “edit” it, adding the correct information.
If there isn’t a complaint log, you’ll need to start a new one.

3. Starting a new complaint:

a. From the customer record page, click the (plus sign) + beside “complaint” on the left-hand side.

4. When filling out the form, certain information is required and will show in RED - you will only be able to save the complaint and move on once those areas are filled out.

Add only the information for the specific order you are refunding.

6. Make detailed notes about the complaint directly on the complaint form.

7. Notes made in the complaint form will transfer to the Zoho customer RECORD page automatically.

8. In your help scout note, you should document that you added the transaction to the complaint form.

9. In cases where a serious adverse reaction happens, double-check that it was previously posted in the correct Slack channel. If not, post it there.

Create a separate complaint for shopify and sticky orders (even when they are the same customer).

11. Once you complete the form - You must click SAVE to submit a complaint formally.

Who fills out the complaint form?

Refund Team - After a refund is processed/ before the ticket is noted.
Fulfillment Coordinator Team - After a refund is processed/ before the ticket is noted and Warehouse returns
Chargeback team - after a chargeback is filed, or prechargebacks.

Editing complaints:

Always check to see if a complaint was previously created relating to the order/orders you need to log. Complaints can be edited by any agent by clicking the “pencil” to open the form. Add your information to the form, correcting any previous incorrect information, then save before exiting.

google drive doc: https://docs.google.com/document/d/16S6ZW26QD6C9K7ezvvZtWUinZpLLkdBQE9K7SyyoOT0/edit?usp=sharing