Vogue Fashion Store 2012

Customer complain and feedback management

Description: This application intends to help us in interacting with our customers by
receiving complains or feedback about our products from the customer.We intend to use it offline as well as online. We intend to integrate this Customer Feedback application at our Vogue online website where customer can use their same login to raise the complain or give feedback to us.On the other hand,at our Vogue store,customer care representative will raise the complain ticket on behalf of customer. This application includes all types of complain related to customers order like order status, refund, delivery, quality issue, payment etc. Vendor will receive the complain or feedback from customer and assigned it to concern department. Concern department will deal with the problem of the cutomer and close the ticket.

Process flow: This application involves both the customer and vendor. Vendor will
provide a solution against the customer complain.

Customer View:
1. Customer first needs to login into their account then go to customer care link at the protal.If new to the application then customer can register him/her self. 2. Logging into the Customer Care , customer can fill the form with respect to registered email id. 3. Now customer needs to enter the order number for which he or she needs to write complain or feedback. 4. On entering the valid order id , customer can view the details of the entered order id like-order item,price ,date of order,delievery date etc. 5. At Complain/ Feedback he or she needs to choose category/sub-category eg: order status, delivery, payment etc. 6. Add any screenshot if it is required , write the complain /feedback in details and submit it.

Vogue Fashion Store 2012

Customer login

Submit & receive mail

Enter order id

Write complain & add image

Choose category

Admin View:
1. Vendor should login as an administrator and go to complain and feedback page. 2. At complain and feedback page vendor can see all the logged complain and he or she will assign the complain ticket to the concern department. 3. Concern department will provide a solution to the customer and change the status of the complaints ex: open, close, pending,in progress etc. 4. Assign the unresolved complaints to the appropriate representative thus notify the representative.

Vogue Fashion Store 2012

Admin login

Change status

View the complaints/feedb acks

Assign to representatives

Data flow diagram:

Customer data flow diagram:Customer login/register into the application

Directed to customer care page

Enter the order id, and category /subcategory

Details of the order id is displayed.

Vogue Fashion Store 2012

Write feedback for corresponding order

Write complain related to corresponding order

Add any image related to delivered order

Submit ,an email is sent to the customer

Admin data flow diagram :Admin login into application

View all complains or feedback

Assign ticket to concern representative

Can edit or delete the entries

Vogue Fashion Store 2012

Change status of complain ex: resolved, pending etc.

Pseudo Design: Tables and form needed to design the application are mentioned
below.

Table
Customer login Complain or Feedback

Fields
Login id/User id Password Verification Code Login id Category

Type
Email id String Alpha numeric Email id Drop down

Description
Email id of customer Unique Email id of customer category

Value

Order Id

Text box

Order number

Order Status Payment Refund Cancel Order Delivery Quality Only order related to login user

Detail Issues/feedbacks

Multiline

Write complain or feedback

Vogue Fashion Store 2012

Admin View
Add image Login id Order Id Text box Uploaded Screenshots Order Date Status Image Email id Number Multiline Image Date Drop down Screen shot Email id of customer Order number Complain or feedback Screen shot Date of order Ticket Status

In progress Open Pending Close

Assigned To

String

Name of the representative.

*As required furthur entries can be added/modified

Validations on the forms:-

Form Name
Complain or Feedback

Field
Login id Order id Details of order Category

Action/Validation

Admin View

Email id of user should be display Validation to check whether id is correct Details of the order is auto generated On clicking a sub category drop down is displayed. Verfication code For futhur check Submit Button 1. Send email to customer with reference number. 2. Successful message to be displayed. If the customer is new to the application, a registration form containing valid necessary information and proper validation with respect to the inputs. Admin should assign the complain to intended representative and is able to change the status of the complain.

Vogue Fashion Store 2012

Form Name Complain or Feedback

Mail Body
Mail body should contain these things.

Hi User Name, Thank you for registering a complain or feedback with us in refernce to:Order number Category Type Status Description Our customer care representative will contact you within 24 hour. We are happy to help you. Regards, Vendor Name

Images: Images are for reference purpose only. It may be modified ,need to be user
friendly.

Vogue Fashion Store 2012

Only orders corresponding to mail id is entered and validated. If the order id is valid , customer can see the details.

On submit a mail containing complain and feedback details should be sent to intended customer

Vogue Fashion Store 2012

Concern representative will handle the complains of the customer. Admin can change the status of the complain

Assumptions: For desigining the application certain assumptions should be taken.

1. The customer care link is at a online portal and customer has already purchased from portal. 2. Make some dummy data for different customer login. 3. No need to validate but make sure there are orders with repect to the customerloged in otherwise customer can not register complain/feedback. 4. Admin has complete authority to view ,edit or change status.A separate login page for the admin.

Vogue Fashion Store 2012

10