WhatsApp quality complaint reply templates
A quality complaint is the highest-stakes message you'll answer: handle it well and you often end up with a more loyal customer than before; handle it badly and you lose the account plus the review. The mistake at both extremes — instant full refund, or instant denial — is answering before you have evidence. Get photos first, always.
Get evidence without sounding defensive
Sorry to hear that, [name] — let's get it sorted. Could you send a few photos of the issue, plus one of the [carton label / batch number]? That tells me exactly which batch it came from and what went wrong, so I can fix it properly rather than guess.
Why it works: Framing the photo request as 'so I can fix it properly' gets you the evidence without reading as 'I don't believe you' — and the batch number often reveals whether it's a production issue or transit damage.
Own a real defect fast
You're right, [name] — that's below our standard and I'm not going to argue it. Here's what I'll do: [replace the affected units / credit [amount] on your next order], shipped with your next batch at no cost. I've also flagged the batch with production so it doesn't repeat.
Why it works: When it's genuinely your fault, speed beats negotiation — a fast, specific remedy plus 'I've flagged it with production' converts a complaint into evidence that you're a supplier worth keeping.
Push back with evidence, keep the relationship
Thanks for the photos, [name]. Looking at them, this looks like [transit damage / a spec matching what was approved on [date]] rather than a production fault — here's the approved proof for reference [attachment]. That said, I don't want you stuck: I can [partial solution]. Would that work?
Why it works: Disagreeing with evidence attached, then still offering something, protects your margin on an unjustified claim without turning it into a fight you'd win on facts but lose on relationship.
Reply like this in one click
Inside WhatsApp Web, Sellenca drafts replies like these automatically — in your customer's language, grounded in your pricing and policies, and in each rep's own voice.
Start freeWhere the industry genuinely changes the advice — not just the wording.