FeatureAreas: Complaints
Answer "did they sort it?" by replying to the email
When we ask how your complaint went, you can now just reply. A clear answer goes on your case with a one-tap undo, and if it is not clear we ask which you meant.
A couple of weeks after your complaint goes, we email to ask whether the company sorted it. Until now the only way to answer was to tap a link. Plenty of you hit reply instead, and those answers sat with us rather than on your case.
What happens when you reply
- A clear answer goes straight on your case. Write “they paid me back” or “still waiting” and we mark it, then email you a line saying so, with an undo link in case we read it wrong.
- A short “no” gets one question back. “No” can mean they have not replied yet or that they refused, so we ask which, with a button for each.
- Anything more goes to a person. If you ask something or tell us what happened, it comes to us to read rather than getting an automatic reply.
We only ever act on a reply from the address that owns the case, and we never send more than one automatic reply about a case in a day.
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