Track and resolve customer complaints systematically to improve service and identify patterns.
Logging a Complaint
Staff can log complaints from the mobile app using the Quick Report feature, or managers can add them directly in the Admin Panel.
Go to Customer > Complaints
Click "Log Complaint"
Enter customer details (if provided)
Describe the complaint
Select severity (Low, Medium, High, Critical)
Assign to a team member for resolution
Save
Resolution Workflow
Each complaint tracks its status through the resolution process:
Open: Newly logged, awaiting review
Under Investigation: Being looked into
Resolved: Issue addressed, customer contacted
Closed: Complaint fully resolved
Complaint Insights
Paddl uses AI to analyse complaint patterns and identify trends. View insights in the Complaints section to spot recurring issues, peak complaint times, and common categories.