Introduction 

Efficient case management is essential for smooth operations and high customer satisfaction. This manual provides clear, step-by-step guidelines for handling customer inquiries, managing returns and refunds, and maintaining effective communication across different platforms for a smooth Customer Case Management.

1. Initial Case Analysis

When handling a case, the first step is to gather key order details: 

• Check the order date. 

• Verify whether there is a reorder linked to the case. 

• Determine if a refund request has been made by consulting the refund list or analysing the customer's chat history. 

To retrieve necessary information, various tools and resources should be utilized: 

• Freshdesk serves as the primary system for managing tickets and tracking customer interactions. 

• Marketplace platforms such as Bol.com are external channels where orders and customer messages are managed. 

• EDI and Magento function as backend tools for verifying order details and transaction records.

 2. Customer Contact Protocol

When a customer claims that the case is a return, the first step is to clarify the reason behind the request: 

• Determine whether the item is defective. 

• Check if the return is due to a shipping or delivery issue. 

A thorough search should be conducted using available customer details: 

• Name 

• Order number 

• Tracking number 

• Email address 

• EDI number 

Once the relevant records are identified, all actions must be documented in Freshdesk or the

Customer Cases Excel file and cross-referenced with the appropriate backend systems to ensure consistency and accuracy.

Cases should be resolved within one month following this timeline: 

Week 1: Send the first email. 

Week 2: Follow up with a second email. Week 

Week 3: Send a third email. 

Week 4: Make a phone call and send a final email. 

If no response is obtained, place the case on hold. 

To maintain high service standards: 

• Proactive Communication: Ensure all interactions are professional and clear by using the provided templates. Note that there are different templates across the countries. 

• Timely Case Resolution: Aim to close cases within one month, unless exceptions apply. 

• Accurate Record-Keeping: Document all actions in Freshdesk as well as the Customer Cases Excel File, including emails sent, calls made, and decisions taken. Note every contact with the date of contact.

Escalation Policy 

Cases that remain unresolved after one month should be escalated to the team lead for further review. All unresolved issues should be logged systematically to facilitate performance analysis and process improvements.

3. Refund Management

Refunds should be processed if the order was a detour or within viewing period. The customer has to explicitly state that he wants a refund.

Defective Products: Refund should proceed only if the order is within viewing period and the customer communicated that they want a refund. Please note that there are different viewing periods across all our marketplaces.  

4. Marketplace-Specific Guidelines

Bol.com and Amazon Cases 

• Emails and phone numbers may be blocked on Bol.com. 

• Customer communication must be conducted through the Bol.com and Amazon messaging system, referencing the order number. 

• Customer replies will only appear in Freshdesk if they answer you → ensuring all interactions are tracked. 

5. Handling Returns

If the parcel was not a detour, there is a chance that the client has sent it back as a return. → Identify the return reason and handle the case accordingly

If the return was of a defective item or outside the viewing period and the customer is not answering your message, make sure that the parcel is sent back to the client.