We use an automated flow to facilitate and enhance the efficiency of customer service cases. Via our website, a customer can access an order that has been placed and then create a case of their choosing for any of the products ordered in the order selected. When the customer has entered all the information, an email is automatically sent to you as the store involved. In this way, the customer need not wait for us to read the email and forward the information to you and then wait for a reply and only then be able to proceed. You can respond directly to the case created by the customer. Your response goes to our customer service department, which checks that everything is correct and then forwards the solution to the customer. This automation may require the use of an answer code specified in the email sent to you - failure to use the code will be interpreted as no reply at which point the customer will be refunded and the customer gets to keep the product.
However, the fact that the customer can create the case themselves does not mean that they can raise any case at any time. There are certain limits. For example, notice may only be given of non-delivery after the delivery time of 5 working days has passed. And it is not possible for a customer to change their mind about a purchase after 14 days after receiving the shipment. We also always ask customers for a photo and description of the case in the event of complaints.
We give customers the best information we can to enable them to make their claim, but if they still create an incorrect case, you need only respond to the case and notify us and we will sort it out with the customer.