As soon as a customer reports a complaint or issue to us, you will receive an email notification. The email contains detailed information about the order, including customer information, order details, and specifics about the issue.
At the bottom of the email, you will see a button: Resolve issue
By clicking the button, after logging in, you will be automatically directed to the 'Resolve' tab in the Seenons partner portal. Here, you can view the various orders where a customer has reported a problem.
Once you click 'Resolve' within the partner portal, we will ask for two things to resolve the issue:
1. Feedback on the problem
By explaining to the customer why the issue occurred, we can prevent it from happening again. You will have different types of feedback options:
- Location closed
- Container not presented
- Container blocked
- Container empty
- Schedule changed
- Container contaminated with another waste stream
- Waste was collected
- Order unknown to us or scheduled for a different date
- Other
You can also provide detailed feedback to ensure the customer fully understands what happened.
2. [If requested] Scheduling an emergency order
When reporting the issue, the customer has the option to request an emergency order. If this has been done, you will see the request in the aforementioned email, and you can accept or modify the date directly by editing the text or clicking on the calendar icon (🗓️).
After making the necessary adjustments, click 'Submit response'. Once you’ve provided feedback and scheduled the emergency order, we will immediately communicate this to the customer, keeping them fully informed.