Your online store was mentioned in Reclame Aqui, what now?
Reclame Aqui is a Brazilian portal that receives and publishes consumer complaints against companies, both offline and online retail, including e-commerce.
COMPLAINT STORY HERE
The Reclame Aqui website was founded in the early 2000s by Maurício Vargas.
The motivation that Vargas had to create this portal was the loss of a customer caused by a delay in a flight.
At the time, he was in fact very furious when he complained and did not receive a satisfactory response from the airline's customer service department.
Thinking, then, of giving more power to consumers of products and services like him, Vargas created Reclame Aqui.
Today, according to information published on the Veja portal, Reclame Aqui receives approximately 30 consumer complaints a day.
HOW THE COMPLAINT SITE WORKS HERE
The Reclame Aqui website is simple to use.
Therefore, it empowers consumers, who only need to register, click the " Complain about a company " button, fill out a short form, register the complaint, and publish it.
The entire operation can be performed in just 5 to 10 minutes.
Soon after, the complained company is notified by email.
Subsequently, the consumer must wait for a response and/or possible resolution of the problem by the company involved.
Finally, upon receiving a response, the consumer can post a rebuttal and a final consideration.
To signal the pending status, Reclame Aqui uses emojis.
COMPLAINT EMOJIS HERE
The emojis, which Reclame Aqui calls “faces”, are icons that reveal the status of each complaint made by consumers.
The site currently works with 5 emojis, they are:
● Red smiley face : indicates a complaint that has been posted but has not yet been answered;
● Blue smiley face : complaint answered by the company being complained about;
● Yellow face : complaint answered, but consumer posted a reply;
● Green face : complaint answered, evaluated and resolved;
● Purple face : complaint answered and evaluated, but not resolved.
Reclame Aqui status emojis
In this scenario, complaints made by consumers on the Reclame Aqui website cover more than 290 categories of e-commerce sites, physical stores and corporate institutions.
Among these categories are several that relate to the Fashion, Electronics, IT and Automotive sectors, among others.
RANKING
Emojis allow Reclame Aqui administrators to create problem resolution rankings.
Today, those who visit the site can check rankings such as:
● Best solution rate
● Better “Return to doing business” rates
● Most complained of the day
● Most complained of the week
● Most complained in the last 30 days
In this way, companies that offer the best services to consumers are better seen, while the others lose prestige and run serious risks, such as being singled out in articles in the mainstream press as companies with poor service.
WHY IS IT IMPORTANT TO KEEP AN EYE ON THE COMPLAINT HERE?
As can be seen, Reclame Aqui directly impacts the reputation of companies.
In other words, the worse a store's reputation online or offline, the more consumers avoid shopping there.
Therefore, you should always check the status of your company on the portal and do everything to improve your service.
WHAT TO DO WHEN THE COMPANY RECEIVES A COMPLAINT IN THE COMPLAINT HERE?
If your company receives one or more complaints on Reclame Aqui, the first step is to understand what went wrong.
You can hire an e-commerce agent to handle consumer complaints at Reclame Aqui
As much as it was not your fault, but the delivery company's fault, for example, avoid mentioning third parties in the conversation.
Quoting third parties can tarnish your reputation with a business partner, which is not a good thing.
In effect, try to solve the consumer problem diplomatically.
Under no circumstances harm the customer.
On the contrary, do your best to understand it.
Then follow the step by step:
1 – Be quick : respond as fast as you can to avoid further problems.
2 – Learn to listen : understand the complaint without making judgments (put yourself in the consumer's shoes).
3 - Apologize : humbly acknowledge the mistake.
4 – Solve the problem : resolve the issue or set a deadline for its final resolution.
5 – Say thank you : after all, the information provided by the consumer will help you optimize your business.
6 – Gift : send an apology letter, a small gift, or a discount coupon, etc., to compensate for the mistake.
If necessary, you can invest in an e-commerce customer service representative , who is a trained professional in customer service and will certainly know how to handle the situation.
In any case, the ideal is to have an excellent service sector, so that your company is never mentioned by Reclame Aqui.
However, as your company grows, the chances of it being mentioned on that portal obviously increase.
When or if this happens, don't worry, act naturally, after all by now all your competitors will probably have received complaints there too.
