Your online store should provide clear instructions for handling complaints. Customers should know who to contact and what information is needed to resolve a complaint.
Provide clear instructions for complaints
Make sure your online store explains how customers can submit a complaint. Clearly state:
- Where the customer should contact you
- What information is required to process the complaint
- How the complaint will be handled
Complaint situations should be handled promptly and fairly. Even a negative experience can be turned into a positive one with prompt action and fair compensation.
Guidance from the Finnish Competition and Consumer Authority
Complaint cases are not always straightforward. The Finnish Competition and Consumer Authority provides guidance for sellers:
- Consumer protection assistant – helps determine whether the seller is responsible for a defect and how the issue should be resolved
- Seller’s responsibility when a product or service is faulty
- Liability for defects and warranty in consumer goods sales