Helpdesk & complaints
Complaints get handled, not ignored
Every complaint has a status and an owner. Order complaints from the Conex app arrive complete with photo evidence and the resolution the customer expects. Respond within 48 hours, and if you can't reach an agreement, the Conex team steps in to review.
- Choose the problem
- Story & photo evidence
- Resolution requested: exchange the item
- Business responds (max. 48 hours)
- Conex team reviews if there's no agreement
Illustration with sample data
Real challenges
What often happens without a system
Complaints mixed in with regular chats
Important complaints get buried under everyday questions.
Complaints answered too late
Customers wait without updates and get more frustrated.
Incomplete evidence
Photos, receipts, and timelines are scattered across many messages.
Before vs after
What changes with Conex Bisnis
Solutions
Mapped to Conex features
Labels & statuses
Tag chats as Complaint, then track Open, Pending, and Resolved.
OmnichannelInternal notes
Timelines and decisions are recorded in the conversation.
OmnichannelTransfer to the right person
Hand over to a supervisor or another team.
Customer serviceOrder complaints
Respond with an exchange, a partial or full refund, or a decline with a reason, within 48 hours.
Orders & couriersWarranty claims
Claims are submitted while the warranty is still valid.
Catalog & ordering optionsReply to reviews
Respond to customer reviews publicly.
Get found by buyersSample flow
From the first chat to completion
Illustrated flow with sample data.
- 1
A customer complains via chat or an order complaint
- 2
The chat is labeled Complaint and handed to the right person
- 3
The business responds with a resolution within 48 hours
- 4
If there's no agreement, the Conex team reviews it
Illustration with sample data
Get started in 15 minutes
Setup checklist
Real steps in the business.conex.chat dashboard.
- Register at business.conex.chat with your WhatsApp number, choose your business category, then fill in the name, address, and map pin.
- Create labels like "New customer", "VIP", or "Complaint" to keep your inbox organized.
- Invite staff in the Tim & Peran (Team & Roles) menu, then share the invite link via WhatsApp.
- Turn on Garansi digital (Digital warranty) in the Fitur Bisnis (Business features) menu and set the warranty period for services or products.
- Decide who handles complaints. Order complaints can only be handled by the owner and admins.
- Open Integrasi › Kanal chat (Integrations › Chat channels), choose WhatsApp, then scan the QR code from your phone or enter the 8-letter code.
Features by plan
What you get on Free and Pro
No quota numbers here; each plan's quota is shown in the Paket & Kuota (Plans & Quotas) menu.
Free No time limit
Pro Everything in Free, plus
Pro Rp149.000/month or Rp1.490.000/year. Compare plans
Good to know
- PaymentFor now, payment is made in person. Online payment (QRIS, virtual accounts, e-wallets) is coming soon for verified businesses.
- RefundsAutomatic refunds only apply to online payments, which are coming soon. For pay-on-site orders, refunds are agreed directly.
FAQ
Helpdesk & complaints FAQ
How long do I have to respond to a complaint?
48 hours. If there's no response, the complaint is automatically escalated to the Conex team.
Who can handle order complaints?
The owner and admins. Staff don't see order complaints.
Is there a separate helpdesk ticketing system?
The helpdesk runs in the inbox, using statuses, labels, internal notes, and chat transfer. There's no separate ticketing system yet.
Related solutions
See it from another angle
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Orders & bookings in one list, your own couriers, stock, reports.
See solution IndustriesElectronics & gadget repair
On-site electronics repair, warranties, and electronics stores.
See solution IndustriesClinics & healthcare
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See solutionTry Conex Bisnis for helpdesk & complaints
Register for free with your WhatsApp number, then follow the checklist above. Upgrade to Pro anytime.