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Complaint Resolution Program (CRP) – Q & A

  1. How Does the Complaint Resolution Program Work?
  2. Will My Conversation with a Reviewer Become Public?
  3. When Should I Use “Private Reply” Option?
  4. When Should I use “Public Reply” Option?
  5. What “Status” Should I Select?
  6. Can a Negative Review Become Public Automatically?
  7. So, What Happens After 30 Days?
  8. Should I Update the Status if I am Posting a Public Rebuttal?
  9. What are these Filter Choices at the Top Right Corner?

How Does the Complaint Resolution Program Work?

When customers post a negative review, we inform them that the company is willing to address the issue and resolve it. If the customer chooses to bring the issue to you first, the review remains private and you will be given a chance to resolve it.

Home Warranty Complaint Resolution Program

To communicate with the reviewer, you can use our “public” or “private” reply options depending on which the review remains private or becomes public. If you chose to reply in private, you and the reviewer can sort out the issue one on one.

This way you get a chance to interact with your customers to provide them with better service and you also get a chance to limit bad PR.

Will My Conversation with a Reviewer Become Public?

Yes and No. If you chose the private reply option, your conversation remains between the two of you and will never be posted on our website, unless you fail to resolve the issue. However if conversing with the reviewer did not help and you chose to post a public rebuttal, your final response and the original review both become public. The rest of the conversation still remains private.

When Should I Use “Private Reply” Option?

If a reviewer has chosen to take their issue to you first, you will have an option to use the private reply facility. If you feel that the grievance of the customer can be fixed, you can communicate with the reviewer without making your conversation visible on our website. The reviewer will also be able to respond to you privately. The conversation between two of you remains private.

When Should I use “Public Reply” Option?

Public reply option should be used when you wish that your response to a bad review must be seen by everyone. When you chose this option, your response will appear next to the original review and will be visible to all. This option is generally used in one of the following cases:

  1. You are not able to contact the reviewer.
  2. The review posted is not genuine.
  3. When all attempts to reach a resolution failed.

If you have spoken to the customer using the private reply option and still failed to establish a solution, you may want to use a public rebuttal. Be assured that that once you chose to post a public reply, only that response will become public, along with the original review. The conversation with the customer will remain private.

What “Status” Should I Select?

Each complaint received from a customer is marked with a status. If the reviewer has chosen to take the issue to you to sort it out, it becomes your job to UPDATE THE STATUS of the review. There are three possible flags for an issue.

  1. Problem Reported – This is the the initial status of complaint when posted for the first time. If you are requesting the customer to provide additional details, keep the Status as “Problem Reported”.
  2. Resolution proposed to customer- Select this option after you propose a solution to the customer.
  3. Resolution accepted by customer- Once the customer confirms that the issue was resolved to his/her satisfaction, you can update the status of the complaint to this. Do this ONLY after the customer reports that he is satisfied. Providing false information may result in your access being terminated.

Can a Negative Review Become Public Automatically?

Yes. The negative review may become public under one of these two conditions –

  • If the reviewer opts to not participate in CRP, his/her comment automatically becomes public.
  • If the reviewer opts to take part in CRP and if the company rep fails to resolve the issue within 30 days, the review will become public.

So, What Happens After 30 Days?

30 days after notifying you about the negative review, we will check the status of the complaint. If the status is flagged as anything other than “Resolution accepted by the customer”, we will assume that you have not been successful in solving the issue as per the customer’s expectation. If that happens, the negative review will become public.

We therefore urge you to check your Complaint Resolution Dashboard regularly in order to avoid missing a chance to resolve complaints that may affect your ratings.

Should I Update the Status if I am Posting a Public Rebuttal?

No. You need not bother about the status of the complaint of you choose to reply in public. The review along with your latest response becomes visible to all when you post your rebuttal.

What Are The Choices Provided On Left Menu In CRP Dashboard?

Once you login to the Complaint Resolution Program, you will see a dashboard with the following options appearing on the left.

  • Open Complaints
  • Closed Complaints
  • All reviews
  • CRP Dashboard

Open complaints – Clicking this option will take you a list of complaints that came in during the last 30 days and are not yet resolved. You can opt to strike up a conversation with the reviewer for complaints displayed here as these complaints are from customers who wish to participate in CRP.

Complaints that have been here for more than 30 days without a resolution, will automatically become public and will no longer appear in this list. Resolved complaints which came in less than 30 days ago too will not be displayed under “Open complaints”.

Closed Complaints – Clicking this option takes you to a list of complaints that were resolved during the last 30 days.

All Reviews – This takes you to a page displaying all the reviews that do not fall into the open complaints or closed complaints category. Both negative and positive reviews will be appearing in this list. Negative comments appearing here are the ones in which the reviewer opted out of CRP resolution process.

If you wish to respond to any of the comments displayed here, you can only use the public rebuttal option.


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