Business problems
Complaints answered late, customers get more upset
A complaint handled slowly does more damage than the original problem. Make sure every complaint is visible, has an owner, and gets a response within a clear deadline.
Common causes
- Complaints aren't flagged.
- No owner and no deadline.
- Warranties recorded on paper receipts.
The impact
- Bad reviews are seen by other potential buyers.
- Loyal customers leave.
- The team handles complaints without shared notes.
Common mistakes
What often makes this problem come back
Responding defensively
An upset customer wants to be heard first. Acknowledge the problem, then explain the next steps and an estimated timeframe.
Handling without notes
Without a timeline, the next admin asks the same questions again. Write internal notes from the very first complaint.
Leaving bad reviews unanswered
Potential buyers read how you respond, too. Reply to reviews politely and offer a resolution.
Missing the 48-hour deadline
Order complaints that go unanswered are reviewed by the Conex team. Respond as soon as possible, even if the solution isn't final yet.
How to solve it
Fix it step by step in Conex Bisnis
Menu names match the business.conex.chat dashboard (in Indonesian). Steps marked Pro require the Pro plan.
- 1
Create a "Komplain" (Complaint) label and tag every complaint in the Chat menu.
- 2
Write the timeline and decision in an internal note, then transfer the chat to whoever has authority.
- 3
Make the owner or an admin responsible for order complaints, then respond within 48 hours.
- 4
Turn on Garansi digital (Digital warranty) in Fitur Bisnis (Business features) so warranty claims are recorded.
- 5
Reply to reviews in the Ulasan (Reviews) menu, including the less positive ones.
7-day plan
One small step every day
One step a day so it's easy to roll out with your team. Day one can start on the Free plan.
- Day 1
Flag complaints
Create a "Complaint" label and tag every open complaint in the Chat menu.
- Day 2
Write the timeline
For each complaint, record the timeline and evidence in an internal note.
- Day 3
Assign an owner
Transfer the complaint to the owner or an admin with the authority to offer a solution.
- Day 4
Resolve order complaints
Open order complaints from Pesanan & Booking (Orders & Bookings) and respond before the 48-hour deadline.
- Day 5
Turn on warranty
In Fitur Bisnis (Business features), turn on Garansi digital (Digital warranty) so future claims are recorded from the order.
- Day 6
Reply to reviews
In the Ulasan (Reviews) menu, reply to recent reviews, especially the less positive ones.
- Day 7
Prevent repeat complaints
Save answers to common complaints as quick replies or bot knowledge.
- After that
Move on to the next problem
Keep the habits that work, then pick another problem you still feel.
Business check-up
Features used
Learn about the feature
Reviews & complaints
Reply to reviews, handle complaints within 48 hours, warranty claims.
Learn more FreeLabels, notes & reminders
Inbox tools: labels, statuses, internal notes, quick replies, reminders.
Learn more FreeProRoles & permissions
Owner, Admin, Supervisor, staff, and custom roles (Pro).
Learn more FreePolicies & rescheduling
Cancellation presets and rescheduling rules shown before ordering.
Learn moreBefore vs after
What changes
Free vs Pro
Features for this problem by plan
Free No time limit
Pro Everything in Free, plus
Good to know
- RefundsAutomatic refunds apply to online payments, coming soon. For pay-on-site orders, refunds are agreed directly.
FAQ
Questions about this problem
What happens if a complaint isn't answered within 48 hours?
The complaint is escalated to the Conex team for review.
Can staff handle order complaints?
Order complaints are handled by the owner and admins. Complaints in regular chats can be handled by staff.
Is this available on the Free plan?
Yes. Labels, notes, order complaints, warranty, and reviews are available on every plan.
See also
Related solutions & problems
Helpdesk & complaints
Chat statuses, Complaint label, order complaints, warranty claims.
See solution TeamsCustomer service
Shared inbox, chat assignment, notes, and AI Suggestions.
See solution IndustriesElectronics & gadget repair
On-site electronics repair, warranties, and electronics stores.
See solutionChats pile up & replies are slow
Customers wait a long time because chats come in faster than you can reply.
See how to fix itFix this problem starting today
Register for free with your WhatsApp number, then follow the 7-day plan above.
