How To Manage Customer Complaints In Magento 2

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In the world of e-commerce, customer complaints are inevitable. Even the best businesses can sometimes fall short of their customers’ expectations. That is why it is essential to have a plan in place to manage customer complaints effectively. This article will guide you through the process of managing customer complaints in Magento 2.

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Understanding the Importance of Managing Customer Complaints

According to a survey by Vision Critical, 82% of customers have stopped doing business with a company because of poor customer service. This means that customer complaints not only have an immediate impact on your business’s reputation but can also lead to long-term consequences such as lost customers.

Managing customer complaints is crucial for any business that wants to maintain a positive reputation. Besides, addressing complaints effectively can lead to an improvement in customer loyalty by showing that you value your customers’ feedback and are willing to make things right.

Setting Up Your Customer Complaint Management System

Setting up a customer complaint management system is the first step in managing complaints effectively. In Magento 2, you can use the built-in system for managing customer complaints.

To enable this feature, go to Stores > Configuration > Customers > Customer Configuration. Scroll down to "Customer Feedback" and set "Enable Contact Us Form" to "Yes." Make sure to select the correct email address under "Send Emails To."

With this feature enabled, customers will be able to contact you directly through the "Contact Us" form on your website. They can then submit their complaints, which will be sent to the email address you set up.

Responding to Customer Complaints

When a customer submits a complaint, it is crucial to respond quickly and professionally. The following are essential tips to help you respond effectively:

  • Acknowledge the complaint: Start by acknowledging the customer’s complaint and apologize for any inconvenience caused. This shows the customer that you’re taking their complaint seriously.

  • Be empathetic: Put yourself in the customer’s shoes to understand their perspective. Show empathy for their situation, and avoid getting defensive or arguing with them.

  • Provide a solution: Offer a solution that will make things right for the customer. This could include a refund, replacement product, or some other form of compensation.

  • Follow-up: After providing a solution, follow up with the customer to ensure that they are satisfied with the resolution. This shows that you care about their experience and are willing to go the extra mile to make things right.

Tracking and Resolving Complaints

Keeping track of customer complaints is vital to ensure that they are resolved effectively. Magento 2 provides a built-in ticketing system that allows you to track and manage complaints efficiently.

When a customer submits a complaint, the system will generate a ticket with a unique reference number. You can use this reference number to track the progress of the complaint and ensure that it is resolved quickly.

To access the ticketing system, go to Customers > Customer Feedback. Here you will see a list of all the complaints submitted by your customers.

When resolving complaints, it is essential to keep the customer informed about the progress of their complaint. With Magento 2’s ticketing system, you can add notes to the ticket to provide updates and track the progress of the complaint.


Managing customer complaints is crucial for any business that wants to maintain a positive reputation and retain customers. Magento 2 provides a robust system for managing customer complaints, which includes setting up a customer complaint management system, responding to customer complaints effectively, tracking and resolving complaints, and following up with customers. By following these best practices, you can ensure that your customers’ complaints are resolved quickly and efficiently, leading to increased customer satisfaction and loyalty.

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