The Customer Care Process
Once we the team have received your initial email, you will receive an automatic reply which indicates that your claim has been received and will be reviewed ASAP. This may take up to 2 – 3+ business days.
Once your claim has been received, the Customer Care process will work across a possible 4 steps – outlined below.
Stage 1 - The information gathering stage.
This is the initial correspondence between the Customer and the Customer Care team. The Agent will ask for any and all relevant information required, in order to properly understand the claim and therefore, be able to proceed. This may require multiple back and forth emails, dependent on the Agent’s information and evidence requirements, varying on a case-by-case basis.
Stage 2 – The investigation stage.
This is where the Agent may take some time to thoroughly investigate your claim. This may include correspondence with the supplier, our in-house teams and working with any other relevant and/or external parties. This process can take some time (2 - 4+ days).
Stage 3 – The resolution stage.
At this point, the Agent will work with you to reach a reasonable resolution for the issue (if required).
Stage 4 – Case is closed.
Once your case is closed, you will receive written confirmation of this. No further correspondence regarding the case is required.