Complaints
As of 10:12 · the period does not apply here
Every message that needed something done rather than something said. A case opens from the inbox, carries the ticket it raised, and closes when the customer has what they were owed — not when the warehouse closed its own ticket.
Open cases
Case log8
Open, or waiting on a customer to come back
Open longer than three days
Case log2
Past the point the rule raises them
Median time to close
Computed1 d
Over the 7 cases that have closed
Closed in the last seven days
Case log5
Closed when the customer had what they were owed
How long the open ones have been open
Distance from the rule that raises a case, not a judgement about how serious it is. A case logged this morning is where it should be.
Logged today
2
One to three days
4
Four to seven days
1
Over a week
1
8 open in all. The rule raises anything still open on its fourth day that is not waiting on the customer; a case waiting on a customer keeps its age but stops counting against the desk.
What the log says this morning
- 6 of the 8 open cases were logged between Saturday and this morning. A case opens when the desk reads the message, so a weekend of messages becomes a Monday of cases.
- Missing items are the largest kind at 5 of 15. Three of them are a count that left the warehouse short; the fourth was checked against the order and not upheld.
- Median time to close is 1 day, but cmp-2209 is the case that figure hides: it was logged on 2026-09-13 and the customer had been waiting since the return reached the warehouse on 3 September. The log starts when the desk finds out, not when the problem started.
- 2 quality cases in a fortnight, both on things that go stale or ferment, both owned by the roastery rather than the desk. Neither is answerable with a better reply.
The log
Newest first. A case carries the ticket it raised and the role that owns it, and closes when the customer has what they were owed rather than when the ticket did.
| Case | Logged | Where | Kind | What happened | State | Ticket | With | Age | |
|---|---|---|---|---|---|---|---|---|---|
| cmp-2211 | 14 Sep | Trendyol orders | Missing item | Three bags ordered, two arrived. Buyer has photographs of the box as it came. Ethiopia Yirgacheffe 250 g | Open | — | Warehouse | today | |
| cmp-2210 | 14 Sep | Instagram DM | Missing item | V60 set arrived without the 100-pack of papers that is part of it. V60 Starter Set | Waiting on the customer | — | Desk | today | |
| cmp-2209 | 13 Sep | Complaints | Refund | Grinder returned 1 Sep, at the warehouse on the 3rd, refund still not paid on the 13th. Two e-mails unanswered. Hand Grinder | Open | FIN-1187 | Finance | 1 d | |
| cmp-2208 | 13 Sep | Trendyol orders | Late or not delivered | Order marked delivered, never arrived. Courier photograph shows another door. Second time for this buyer. | Open | CR-0442 | Warehouse | 1 d | |
| cmp-2207 | 13 Sep | Trendyol reviews | Wrong item | 1 kg ordered, 250 g sent. Came to light through a one-star review rather than a message. House Blend 1 kg | Open | — | Warehouse | 1 d | |
| cmp-2206 | 12 Sep | Trendyol reviews | Damaged | Bag opened in transit, half the beans loose in the box. Buyer declined to post it back. Colombia Huila 250 g | Waiting on the customer | — | Desk | 2 d | |
| cmp-2204 | 10 Sep | Trendyol orders | Damaged | Glass server chipped at the spout on arrival, outer box intact. V60 Starter Set | Resolved | WH-3382 | Warehouse | 1 d | |
| cmp-2205 | 9 Sep | Quality | Buyer says the bag tastes flat against the previous one. Roast date on the bag is 16 days old; the roastery has not come back on it. Espresso Blend 1 kg | Open | RO-0091 | Roastery | 5 d | ||
| cmp-2203 | 9 Sep | Late or not delivered | Order sat four days before dispatch over a public holiday nobody had told the buyer about. | Resolved | — | Desk | 1 d | ||
| cmp-2202 | 8 Sep | Hepsiburada Q&A | Wrong item | Espresso grind ordered, filter grind sent. Replacement went out the same day. Dark Roast Blend 250 g | Resolved | WH-3369 | Warehouse | 1 d | |
| cmp-2201 | 7 Sep | Instagram DM | Missing item | Tasting box arrived with two of the three tins. Tasting Box · 3 × 100 g | Resolved | WH-3361 | Warehouse | 1 d | |
| cmp-2197 | 6 Sep | Missing item | Replacement papers promised on 6 September never left the warehouse. Buyer has written twice since and been told twice that it is on its way. V60 Filter Papers · 100 | Open | WH-3344 | Warehouse | 8 d | ||
| cmp-2200 | 5 Sep | Trendyol orders | Refund | Return reached the warehouse but the refund had not been triggered on the marketplace. | Resolved | FIN-1174 | Finance | 3 d | |
| cmp-2199 | 4 Sep | Trendyol orders | Missing item | Buyer claimed two missing bags on an order that shipped as one. Weighbridge record and the photograph did not agree with the claim. | Not upheld | — | Warehouse | 2 d | |
| cmp-2198 | 2 Sep | Quality | Concentrate had fermented before its date. Whole batch pulled from the web store and checked. Cold Brew Concentrate 1 L | Resolved | RO-0087 | Roastery | 3 d |
Personal detail stays in the conversation: an order reference appears here only where it is the thing being chased, and no address, telephone number or account number is copied into the log at all.
What goes wrong
The whole log by kind, with each kind's share of it.
Missing item
533.3%Wrong item
213.3%Damaged
213.3%Late or not delivered
213.3%Refund
213.3%Quality
213.3%
No comparison against an earlier period: the log begins in September and a window that is half empty would read as an improvement. The Topics page carries the comparison, because the messages behind these cases go back further than the cases do.
Where it was raised
The surface the customer chose, which is rarely the one that has to fix it.
Trendyol · order questions
533.3%Instagram · direct messages
213.3%Trendyol · reviews
213.3%WhatsApp
213.3%Mailbox
213.3%Complaint site
16.7%Hepsiburada · product questions
16.7%
Colour follows the platform, the same colour it carries everywhere else in the demo. A public surface is no more urgent than a private one; it is only louder.
What the desk does with one
From the process files, in the order they happen. The role beside each step is the one that owns it, never a person.
- 1The message is logged as a case the moment it names a missing, wrong, damaged or undelivered item.Omni
- 2On a marketplace, the buyer is asked to open the claim in the channel's own flow, with a photograph.Desk
- 3The claim is checked against the order: right category, right count, right item.Desk
- 4Approved, a warehouse ticket goes out; the replacement ships the same day if it is before 15:00.Warehouse
- 5A refund joins Thursday's list and is paid on Friday, Monday at the latest.Finance
- 6The case closes only when the customer has what they were owed, not when the ticket is closed.Desk
Omni never opens a claim for a buyer and never moves money. It drafts the message that asks the buyer to open one, logs what came back, and tells whoever owns the next step that it is theirs. Once the claim is open, the decision is drafted on the Returns page and goes to the channel only after a person approves it.