What to do in case of a controversie and How to manage it?

Hello Seller!

Diving into the vast ocean of e-commerce sometimes means facing the inevitable waves of disputes.

In our marketplace, we understand that managing these situations efficiently is not only essential for customer satisfaction but also for maintaining the integrity of your brands on our commercial platform.

In this article, we will explore how to address controversies simply and effectively, ensuring that each interaction is an opportunity to strengthen the relationship with your customers.

Let's get started.

Think of disputes as inevitable challenges in the path of online commerce. At Intecorp Seller Center, each dispute is an opportunity to demonstrate your commitment to excellence in customer service.

From complaints to inquiries, we understand that these situations can arise through various channels, from phone calls to social media messages. The key lies in addressing each one with the same attention and dedication that you would give to a customer in a physical store.

Here, on our platform, we believe that each resolution is not just a solution, but a step towards building customer trust and loyalty.

To view and manage your disputes, you need to go to your account on the Intercorp Seller Center platform and then click on the 'Controversie' module.

Alternatively, you can view the dispute block of your order by going to the 'Orders' module and then selecting the order where the dispute was generated. To view the details, you need to go to the 'Controversies' block.

When a dispute is reported for an order, tags will also be created. If reported, you will see it in the 'Tag' column in the 'Orders' module in Intercorp Seller Center.

Some of these can be:

To address a controversie, you need to follow these steps:

1. You will receive a notification in your email informing you that a controversie has been generated for an order:

  2. In the Intercorp Seller Center platform, click on the 'Controversie' module.

3. In the 'Controversie' module, you will find a list of disputes reported on your orders.

4. Next, click on the order you will address. You can also use filters to locate an order, such as 'Search by Order Number', 'Site', 'Controversie Status', and 'Period'.

A popup window will appear where you will find all the details of the reported dispute information.

5. To address the controversie, click on 'Add Note' and provide detailed actions to resolve the reported dispute on the order.

6. The controversie case will be closed by the Back Office team only if a final solution has been provided

In summary, dispute management in Intercorp Seller Center is not just a process but an expression of your commitment to customer satisfaction. By facing each challenge with empathy and resolution, you are not only solving a problem but also strengthening your relationship with your customers.

Remember, transparency and constant communication are key. Informing the Back Office team about the actions you take demonstrates an additional commitment to effectively resolving disputes. We are here to support you every step of the way, and we believe that by embracing these situations with determination, you will not only overcome disputes but also elevate the customer experience on our Marketplace.

Thank you for being part of this community of excellence and service!

Until next time