Handling Complaints

How Complaints Come In

The Customer Journey

1. Scan - Customer scans your QR code with their phone camera

2. Chat - They're greeted by your AI assistant

3. Describe - AI asks what went wrong

4. Details - AI may ask for:

   • Receipt photo (if required)

   • Photo of the issue

   • Email address

5. Offer - AI suggests an appropriate resolution

6. Notification - You receive an alert about the new complaint

You'll Be Notified Via:

• Push notification (if app installed)

• Email alert

• Dashboard indicator (red badge)

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Viewing Complaint Details

To View a Complaint:

1. Go to Complaints tab

2. Tap on any complaint in the list

3. You'll see the full detail screen

What's Included:

Section	Information
Customer Info	Name, email, complaint history
Chat Transcript	Full conversation with AI
Issue Details	Category, severity, description
Evidence	Receipt photo, issue photo (if provided)
AI Analysis	Severity level, suggested offer
Actions	Approve, Deny, Reply, Escalate

Severity Levels

The AI assigns a severity based on the complaint:

Level	Examples	Typical Offer
Low	Minor inconvenience, small mistake	10% off, free cookie
Medium	Wrong order, long wait, rude service	20-30% off, free item
High	Food safety, discrimination, injury	50%+ off, full refund consideration

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AI-Suggested Offers

How the AI Picks Offers

The AI considers:

1. Severity of the complaint

2. Category (food quality, service, wait time, etc.)

3. Customer history (first complaint vs repeat)

4. Your presets (offers you've configured)

The AI Will Suggest:

• A discount from your presets (e.g., "20% off next visit")

• OR a free item from your presets (e.g., "Free dessert")

• Matched to the severity level

You Can:

• ✅ Approve - Send the suggested offer

• ✏️ Modify - Choose a different offer

• ❌ Deny - Reject and optionally reply manually

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Approving an Offer

Quick Approval (Recommended)

1. Open the complaint

2. Review the AI's suggested offer

3. Tap Approve Offer

4. Done! Customer receives their code via email

What Happens Next:

1. Customer gets an email with:

   • Your apology message

   • Their unique promo code

   • Expiration date

   • How to redeem

2. Complaint status changes to Resolved

3. Code is ready for redemption at your location

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Denying an Offer

Sometimes you may need to deny an AI-suggested offer.

When to Deny:

• Complaint seems fraudulent

• Customer is a repeat abuser

• Issue wasn't actually your fault

• You want to offer something different

How to Deny:

1. Open the complaint

2. Tap Deny Offer

3. Enter a reason (optional but recommended)

4. Tap Confirm

What Happens:

• Complaint status changes to Denied

• Customer is NOT notified of denial

• You can still reply manually if desired

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Escalated Complaints

Some complaints are automatically escalated or customers request manager contact.

Triggers for Escalation:

• Customer explicitly asks for manager

• Severity is very high (safety, legal)

• Customer mentions lawyer, health department, etc.

• Customer rejects the offer multiple times

Handling Escalations:

1. Go to Complaints → Filter by Escalated

2. Open the complaint

3. Review the full conversation

4. Tap Reply to Customer

5. Write a personal response

6. Optionally offer a better resolution

Tips for Escalations:

• Respond within 24 hours

• Be empathetic and personal

• Take ownership of the issue

• Offer direct contact (phone/email) if appropriate

• Don't be defensive

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Replying to Customers

For escalated or denied complaints, you can send a personal message.

To Reply:

1. Open the complaint

2. Tap Reply to Customer

3. Write your message

4. Optionally attach a different offer

5. Tap Send

Reply Tips:

✅ Do:

• Acknowledge their frustration

• Apologize sincerely

• Explain what you'll do differently

• Offer a specific resolution

❌ Don't:

• Be defensive

• Make excuses

• Blame the customer

• Use corporate jargon

Example Reply:

"Hi Sarah,

I'm truly sorry about your experience on Saturday. A 45-minute wait for your entree is absolutely unacceptable, and I understand your frustration.

I've spoken with our kitchen team to ensure this doesn't happen again. I'd love the chance to make it up to you - please accept a complimentary dinner for two on your next visit.

Thank you for giving us the opportunity to make this right.

Best, Mike (Owner)"