Picto thématique

Rule n° 66 - Each complaint shall be issued with an acknowledgment of receipt.

As in the case of a contact form, the acknowledgement of receipt of a complaint is the certainty for the Internet user that his or her request has been taken into account.

#E-Commerce #Development

Goal

  • Allow the user to obtain a confirmation of his request outside the context of navigation on the site.
  • Avoid customer service receiving multiple requests for the same complaint.

Implementation

Define a procedure for managing the sending of an email acknowledging receipt of a complaint.

Control

Using the contact channel given for complaints:

  • Submit a fictitious complaint;
  • Check that the service sends an acknowledgment of receipt.


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