SOP: Managing Customer Complaints

Complaints can come in through either the online form or directly via email to the Customer Success inbox. (Note: complaints@weareaura.com is an alias for the CS inbox.) Here is the website we intake for reference: https://weareaura.com/complaints-page/

If we receive a complaint, please follow the process below:

• Immediately reply from the CS inbox with:
  • “Thanks for reaching out. We’ve received your inquiry and are actively reviewing it. We’ll be in touch soon and aim to resolve it within 14 working days.”
• Forward the email to Brette and Jon, with Daisy CC’d
• Tag the CS inbox item to Brette