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. In this way, the customer doesn't need to wait. You can respond directly to the case created by the customer. Your response is sent to our customer service team that checks that everything is correct and then forwards the solution to the customer.
However, the fact that the customer can create an issue themselves does not mean that they can do it at any time. There are certain limits. For example, notice may only be given of non-delivery after the delivery time 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 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 issue, you need to inform us in that specific issue and we will sort it out with the customer.