Incident Management

Here we will show you how to manage your incidents through the platform, but first, we remind you of the quality standards we ask of all our sellers.

• Warranty conditions.
• Return conditions.

Location: "Customer Service" - "Incidents".

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

You will see the list of all open incidents. The panel offers you various options, from filtering by type of incident, by date, and day of opening.

To access one of them, just click on the order number.

Within the order, you will easily see the open incident and its reason. When the incident has been 100% resolved click the "Mark as resolved" button.

Remember: Once the incident is marked as resolved, we will close it after about five business days from its last interaction. This way, we give the customer time to respond if necessary.

You must access the message panel, on the right panel, and we will highlight the following:

You will see who writes the message and to whom it is addressed.

The empty field where to write the message in which you will have to select to whom it is addressed and, for this, it will give you three options:

• Operator: Only we can see it, and we will receive a notification for its review. 
• Customer: The customer can see it and so can we, but unlike the first, we will not
  receive any notification when you write it, but the customer will.
• Customer and operator: The customer and we will receive the message, and both will receive
  notification. Do not copy us unless necessary.

At the bottom of the page, you have the option to mark the message as "No response required", using it only in cases already resolved and the customer writes to you without needing a response from you, such as a farewell.

To start a new conversation, click the "Start a conversation" button at the top, selecting to whom the message is addressed and the subject to be discussed.

When the solution is a refund, click the "Refund" option at the top of the order screen and it will give you two options:

• Full refund: When you want to refund the entire order, including shipping costs.
• Refund part of the order: When you want to refund only a part, or an order without shipping costs.

Remember: If you do not have enough payable balance, you will not be able to make a refund. In that case, consult us. If you have enough balance and manage a full refund, the incident will be closed by marking it as resolved.