Handle serious cases (refund, complaint, angry customer)

Which cases?

The assistant spots, in Derja, French and Arabic:

• Refund (“nraja3 flousi”, “remboursement”)
• Wrong item or damaged item
• Late delivery or never received
• Angry customer (scam claims, anger)
• Customer who cannot come to the store for an exchange

What happens

1. The assistant promises and refuses nothing (no money, no gift). It says it passes the request to the manager.
2. If it does not have the customer's number, it asks. If the customer refuses, it still hands over.
3. The conversation is paused (48 h) so the assistant stops answering in your place.
4. You are alerted in the app: the conversation is flagged Yours with a Serious case label (with its reason) and shows up in To handle now on the home page and in the bell.

Even in Automatic mode, a person always decides.

What you do

1. Open the conversation in Messages (filter Yours).
2. Call the customer or write to them yourself.
3. Once settled, click Mark as handled.

Soon

• soon WhatsApp or Telegram alerts and a daily report: today, alerts are in the app.

So that you are never left without an answer, fill in “Your number for serious cases” in the setup.