¶ Handling Escalated Client Complaints and Negative Reviews – No Samples Received
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Standard Operating Procedure
Handling Escalated Client Complaints and Negative
Reviews - No Samples Received
Document Name: SOP_HandlingEscalatedClientComplaints-
BadReviews_NoSamples_ver_2025-06-06
- Version: 2025-06-06
- Prepared by: Chantal Sciberras
- Approved by: Kevin Camilleri
- Next Review Date: 06/12/25
Objective
To define a standard response for dealing with escalated customer
complaints and negative reviews where no samples have been received
and no testing has been performed. The procedure aims to resolve cases
fairly, recover incurred costs, and avoid unnecessary escalation or
reputational damage.
Scope
This SOP applies to all EasyDNA Customer Service and Administrative
teams handling refund requests and complaints from clients who claim
they sent their samples, but no testing has been completed. It includes
procedures for:
- Managing refund requests fairly,
- Preventing and responding to negative reviews,
- De-escalating hostile or abusive customer interactions.
SOP_HandlingEscalatedClientComplaints-BadReviews_NoSamples_ver_2025-06-06
Overview of Process
In cases where a client has not returned samples using tracked post and
no testing has been carried out:
- A partial refund may be offered, deducting shipping, kit, and admin
costs.
- Clients should first be encouraged to proceed with recollection or an
alternative test to avoid issuing a refund.
- All communication should remain professional and non-
confrontational, even when clients are abusive or threatening.
- Where public reviews are left, a neutral standard response is
provided.
Process Flow
Step 1: Verify Case Status
- Confirm via ATP:
- If samples have been received at the lab.
- If testing has begun.
- Whether shipping was tracked or untracked.
- If no samples were received and no testing was performed, proceed to
Step 2.
Step 2: Offer Alternative Resolution
- Offer to send a replacement kit for free to allow recollection.
- Alternatively, offer to switch to a different analysis (e.g. health or
animal test), and refund any difference if applicable.
- Aim to retain the sale and prevent the need for a refund.
SOP_HandlingEscalatedClientComplaints-BadReviews_NoSamples_ver_2025-06-06
Step 3: If Client Declines Alternatives
- Offer a partial refund, deducting:
- Kit costs
- Postage
- Admin fees
- If the client becomes aggressive or threatening, request the complaint
in writing for review by management.
Step 4: Communication with Hostile Clients
- Remain calm and polite at all times.
- If a client becomes verbally abusive or aggressive on the phone:
- Inform them clearly that abuse will not be tolerated.
- Advise them to submit their complaint in writing via email
so it can be reviewed professionally.
- End the call respectfully if the abuse continues.
- Avoid engaging with threats or inflammatory language.
- Document all exchanges, including phone calls, in ATP or CRM.
- Escalate to Chantal Sciberras or Kevin Camilleri if hostile behaviour
persists or legal threats are made.
- Remain mindful that some clients may be distressed due to the
financial impact; approach such cases with empathy while still
enforcing company policy.
Step 5: Public Review Response Protocol
- If the client posts a 1-star or negative review and cannot be
identified:
- Respond with the following:
"Hello, we are sorry to hear this, but we are happy to discuss. We need a
little more information, as we can't fully identify you by the information
you have provided. If you can please call us or email us on
info@easydna.co.nz/ info@easydna.com.au, we are here to help."
SOP_HandlingEscalatedClientComplaints-BadReviews_NoSamples_ver_2025-06-06
- If the reviewer is known:
- Avoid including personal or case-specific details in any public reply.
- Reach out privately and aim to resolve the issue.
- If resolved, kindly ask the client to update or remove their review.
Communication Protocol
- Escalate refund approvals to:
- Chantal Sciberras (chantal@easydna.com)
- Kevin Camilleri (kevin@easydna.com)
- All emails involving hostile clients should be saved to the case record.
- If a review appears malicious or false (e.g., suspected fake identity),
inform management.
Notes
- Clients should be reminded that tracked post is recommended and
stated clearly in the confirmation email and cover letter.
- If testing was not performed, full refunds are not typically issued, it
would depend on the scenario and how old the case is.
- These cases are best resolved quickly and professionally to prevent
further reputational impact.
- Clients claiming legal representation should be asked to submit all
communication in writing.
- Staff should not tolerate verbal abuse during phone calls. If a client
becomes hostile, the call may be ended after advising them to
submit their complaint via email.
- Some clients may have paid a significant amount and are
understandably upset at the prospect of no service and no refund.
Staff should approach these cases with empathy while aiming for a
fair resolution. However, unreasonable refund demands, such as
those submitted years after purchase, should not be entertained.
SOP_HandlingEscalatedClientComplaints-BadReviews_NoSamples_ver_2025-06-06