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Incident Management

 

This article explains how to manage incidents from the platform, how to review their opening and closing reasons, and what you should check before marking an incident as resolved.

Important: you must respond to all messages within a maximum of 24 hours, always use the platform as the main communication channel and resolve incidents as quickly as possible.
Contents
  1. Before you start
  2. Access the incident dashboard
  3. Incident opening reasons
  4. Communication within an incident
  5. Marking messages
  6. How to issue a refund
  7. When to mark an incident as resolved
  8. Incident closing reasons
  9. What happens after closure
  10. Summary
1️⃣ Before you start

Before managing an incident, review the applicable after-sales conditions and make sure that you always respond through the platform.

Keep in mind: the platform must be the main communication channel. Avoid resolving the case outside the incident if this prevents the management history from being recorded.
2️⃣ Access the incident dashboard

The incident dashboard shows the list of open cases. Use the available filters to locate and prioritise incidents.

You can filter incidents by reason, date or opening day, among other criteria.

Incident management dashboard
3️⃣ Incident opening reasons

To open the incident details, click the order number from the dashboard. The order page shows the reason for which the incident was opened.

Order details with an open incident

The available opening reasons are:

Reason What it means MQC statistics
I have not received the order The customer states that the order has not been delivered. May be included.
I did not receive the correct item The item received does not match the item ordered. May be included.
I received an incomplete order or item A product, component or accessory is missing. May be included.
I received a damaged item The customer reports damage to the product received. May be included.
Invoice management Questions or requests related to the order invoice. Excluded from statistics.
I want to return the order or an item The customer requests a full or partial return. Excluded from statistics.
Product not working correctly: Repair The customer reports a malfunction and requests a repair. May be included.
Product not working correctly: Replacement or refund The customer reports a malfunction and requests a replacement or refund. May be included.
Another question? Questions that do not match any of the previous reasons. Excluded from statistics.
Important: review the reason and the full message history before responding, issuing a refund or providing a solution. The final statistical classification may be updated according to the actual outcome and the closing reason selected.
4️⃣ Communication within an incident

The conversation appears in the right-hand panel, where you can send new messages.

Select the correct recipient:

  • Customer: use this option to reply directly to the customer.
  • Operator: use this option only when the Customer Experience team has previously contacted you within the incident.
  • Customer and operator: the message will be visible to both the customer and PcComponentes. Use it when Customer Experience is already involved.
Important: contact your account manager if you need to report a relevant situation, request a review or ask PcComponentes to intervene. Operator messages are not generally reviewed unless Customer Experience has previously opened the conversation.
Keep in mind: closing an incident quickly does not automatically remove its potential impact on statistics. Always prioritise correct and properly documented management.
5️⃣ Marking messages

At the end of each conversation, you will find the No response required option.

Use it only when the case has already been resolved and the customer has sent a message that does not require a reply, such as a thank-you or farewell.

To open a new conversation within the same incident, select Start a conversation, choose the recipient and add the relevant subject.

6️⃣ How to issue a refund

If resolving the incident requires a refund, use the Refund option at the top of the order page.

  • Full refund: refunds the full order amount, including shipping costs.
  • Partial refund: refunds only part of the order, a specific item or a particular amount.

See the full process in How to issue a refund.

Important: for a partial refund, enter the actual reason and verify that the net amount and applicable taxes have been calculated correctly.
Keep in mind: you need sufficient payable balance to issue a refund. Contact your account manager if you cannot process it due to insufficient balance.
7️⃣ When to mark an incident as resolved

Select Mark as resolved only after completing all required actions.

  • You have replied to the customer.
  • You have provided a clear solution.
  • You have processed the relevant refund, replacement or repair.
  • No documentation or action remains pending.
  • The outcome has been recorded in the message thread.
Important: do not mark an incident as resolved while an action remains pending. Premature resolution may lead to further replies, complaints or incomplete management.
8️⃣ Incident closing reasons

The closing reason indicates how the case ended. Not every reason is available to every participant. In this table, Operator refers to PcComponentes.

Closing reason Who can select it What it means
The customer did not respond Operator and shop. Management could not continue because the customer did not respond.
The customer finally received the order Customer, operator and shop. The order previously reported as undelivered was finally delivered.
The item received is correct Customer and operator. It has been confirmed that the item received matches the item ordered.
Replacement sent by the seller received Customer and operator. The customer has received the replacement arranged by the shop.
Agreement reached with the seller Customer and operator. The customer and the shop have agreed on a resolution.
Solution found by PcComponentes Operator. PcComponentes intervened and provided the final solution.
Solution provided by the seller Operator. The operator confirms that the shop provided an appropriate solution.
Other Customer and operator. The outcome does not match any of the previous reasons.
Closure requested by the seller Shop. The shop requests closure after completing the management and recording the outcome in the thread.
Important: always select the reason that matches the actual outcome. The closing reason may affect the final statistical classification and must not be used to artificially modify quality metrics.
9️⃣ What happens after closure

After being marked as resolved, the incident will close automatically after 5 business days without activity. During this period, the customer may still reply.

Closed incidents may take between 72 and 96 hours to be updated on the platform where applicable.

Keep in mind: marking an incident as resolved does not guarantee that it will be excluded from statistics. Classification depends on the case information and its actual outcome.
🔟 Summary
  • Reply on time: respond to messages within 24 hours.
  • Review the opening reason: check the reason and full history before taking action.
  • Some reasons are excluded: Mirakl identifies opening reasons that are not included in MQC statistics.
  • Use recipients correctly: use Operator only when Customer Experience has started the conversation.
  • Document the solution: record the outcome before marking the incident as resolved.
  • Select the actual closing reason: do not use a reason to alter metrics.
  • Do not close too early: make sure that no action remains pending.
  • Review refunds: enter the correct reason and check the net amount and taxes.

 

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