Here we will show you how to manage your incidents through the platform, but first, we remind you of the quality standards we require from all our sellers.
Location: "Customer Service" – "Incidents".
URL: https://pccomponentes-prod.mirakl.net/mmp/shop/incident?limit=50
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You will see the list of all open incidents. The panel offers various options, such as filtering by type of incident, by date, and by opening day.
To access one, simply click on the order number.
Inside the order you will easily see the open incident and its reason. Once the incident has been 100% resolved, click the "Mark as resolved" button.
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You must access the message panel on the right side and take note of the following:
You will see who is writing the message and to whom it is addressed.
In the empty message box, you must select the recipient. You will have three options:
- Operator: Only we can see it, and we will receive a notification for review.
- Customer: The customer and we can see it, but unlike the first option, we won’t be notified, only the customer.
- Customer and operator: Both the customer and we will receive the message and a notification. Do not include us in CC unless necessary.
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At the bottom of the page, you have the option to mark the message as "No response required", to be used only for resolved cases when the customer writes something not requiring a reply, such as a farewell.
To start a new conversation, click the "Start a conversation" button at the top, selecting the recipient and the subject.
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When the solution is a refund, click the "Refund" option at the top of the order screen. You will be given two options:
- Full refund: When you want to refund the entire order, including shipping costs.
- Partial refund: When you want to refund only part of the order, or without shipping costs.
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