A support-heavy selling workflow where comments, inbox replies, and buyer intent need to stay visible.
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A crisis-ready framework to respond to complaints publicly while resolving account-specific issues privately.
Step-by-Step Method
1. Classify comments into delivery issue, quality issue, refund issue, or abusive troll content.
2. Acknowledge concern publicly in one line, then request details in Messenger.
3. Assign one support owner and share expected resolution time.
4. Post a short closure update publicly after resolution.
Templates and Examples
1. Sorry for the inconvenience. Please inbox your order ID and phone number; we will resolve this today.
2. Thanks for your feedback. We are checking this now and will update you shortly in Messenger.
3. Please share product photos in inbox so we can verify and assist quickly.
Common Mistakes
1. Arguing in public comments.
2. Deleting valid complaints instead of resolving them.
3. Giving generic apology without next step.
Quick Checklist
1. Complaint categories are defined.
2. Public response template is ready.
3. Escalation owner is assigned.
4. Closure update is posted after resolution.
Next Step
Use Suggested Replies + Hide/Delete to protect brand reputation while keeping response speed high.
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