Social Media Complaint Handling

Steps:

• Acknowledge on Social Media

  • Reply publicly and politely

• Move to Private Message

  • Collect:

    • Name

    • Phone number

    • Email

    • Order/product details

    • Photos or screenshots
      
      

• Log the Complaint

  • Note down the platform, issue, and customer details

  • Take and save screenshots

• Escalate to Freshdesk

  • Forward complaint via email to Freshdesk queue

  • Include:

    • Social media handle

    • Summary of the issue

    • All attachments

• Resolve the Issue

  • Concerned team handles it via Freshdesk

  • Coordinate refund, replacement, or explanation as needed

• Respond to Customer

  • Send resolution via DM or email

  • Keep tone friendly and professional

• (Optional) Public Follow-up

  • If resolved, thank customer publicly:
     “Thanks for allowing us to assist you!”
    
    

• Close the Case

  • Add resolution notes in Freshdesk

  • Mark the ticket as Resolved / Closed

 TAT: 24–48 hours depending on query