WhatsApp BusinessA complaint in chat is a chance to keep a customer. Most people only want to be heard and helped. A calm routine keeps you from replying in anger.
- Read it twice. Do not reply at once if you are upset.
- Thank them for telling you. "Thank you for letting us know."
- Say sorry once, for what happened. Do not argue or blame.
- Offer a fix and a time. Replace, refund, redo or discount, with a date.
- Follow up. A day later ask if it was solved.
Sample replies
"Thank you for telling us. I am sorry the item arrived damaged. Please send a photo, and we will send a new one by ____."
"I am sorry for the delay. Your order will reach you by ____. We will give a discount of Rs ____ on your next order."
When a customer is rude
Stay polite and short. If the language becomes abusive, say you will talk again when it is calm. You can block and report an account that harasses you. Keep the chat as a record. See apology and delay messages.