Practical guide
Handle a complaint that belongs in private customer support
Handle a complaint that belongs in private customer support: a practical process, a clearly illustrated example and checks to use before the next live session.
A practical process
- Acknowledge the concern without requesting order numbers or contact details in public.
- Give the shop's approved private support route and describe the information that channel will need.
- Avoid deciding a refund or replacement outcome before the support team checks the case.
Worked example
A host can say: “I am sorry there is an issue with your order. Please use our listed support channel so the team can check it privately.” The moderator should avoid reading a copied address or phone number aloud if the viewer posts one.
Before the next session
Use the current Aseacast product overview to check which parts of this workflow fit your setup.