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Incident Management

  • Updated

In this article, we explain how to manage incidents from the platform, first reminding you of the quality standards we require from all sellers.

Location: "Customer Service" - "Incidents".

URL: https://pccomponentes-prod.mirakl.net/mmp/shop/incident?limit=50

Important:

  • You must respond to all messages within a maximum of 24 hours.
  • Always use the platform as your main communication channel.
  • Resolve incidents as quickly as possible.

 

Incident panel management

In the incident panel, you will see the list of all open cases. You have filters by type of incident, date, and opening day to make management easier.

Incident management 2.png

 

To access the details of an incident, simply click on the corresponding order number.

Within the order file, you can view the open incident and its reason.

Once it is fully resolved, click the "Mark as resolved" button.

Screenshot 2024-10-01 181826.png

 

Important: Once marked as resolved, the incident will automatically close after 5 business days without activity, leaving time for a possible customer response.

 

Communication within the incident

On the right panel, you will see the conversation and be able to send messages. When drafting a new one, you must select the recipient from three options:

  • Operator: Only the PcComponentes team will see the message and receive a notification.

  • Customer: The customer will see the message. We will not receive a notification.

  • Customer and operator: The message will be visible to both the customer and us. Both will receive a notification, so do not copy us unless necessary.

Important: The system does not penalize for how long an incident remains open. What really matters is the total number of active incidents, calculated as an average over the last month.

 

Message marking

At the end of each conversation, you have the "No reply required" option. Use it only if the case is already resolved and the customer has sent a message that does not need a response (for example, a "thank you" or a farewell).

If you need to open a new conversation within the same incident, use the top "Start a conversation" button, choosing recipient and subject.

 

How to process a refund

If resolving the incident involves issuing a credit, use the "Refund" option located at the top of the order screen.

You will have two options:

  • Full refund: Refunds the full amount of the order, including shipping costs.

  • Partial refund: Allows you to refund only part of the order (for example, an item not included in the credit or shipping costs).

Important:

  • To issue a credit, you must have sufficient payable balance.
  • If you cannot process it, contact our team.
  • If the refund is full and processed correctly, the incident will automatically close once it is marked as resolved.