Home Service Complaint and Re-Service Desk

In home services, complaints arrive from several directions. A customer may raise one in a chat, on a call or in a public review, about a missed area in a clean, pests that came back, a repair that failed, damage during a move or a pro who never showed. Each service line also promises a window for putting things right. This concept shows a Complaints and Re-Service desk in the Kadaikodi merchant console that holds every complaint as a case against the original order, so the customer care team works from the booking rather than from memory.

The illustration shows the desk for a sample Thursday, under Orders, with an Open case button. Tiles report open cases, cases with under four hours left in their window, damage claims and the amount of payouts on hold. The Open cases table filters by Missed area, Pests returned, Repair failed, Damage and No-show, and each row gives the case and order numbers, customer, service, complaint type, the time left in its window and the next step. In the sample, a missed area in a clean has three hours left and a re-clean offered to a named pro, a pest re-service is booked, a failed appliance repair has a part on order and a no-show has a refund approved. A case that came in through Botlit carries a Via Botlit tag.

A damage claim for a scratched hardwood floor after a local move is highlighted. Its panel shows a photo taken before loading and one after unloading, each with its time, from the MoveTheWheels driver app and signed by the customer, followed by the valuation option chosen, the crew lead and a payout hold. A Review reply draft panel holds a reply to the customer with Approve reply and Edit buttons, so a person approves the reply before it goes out.

In the design, Kadaikodi holds the order and the case. Botlit is designed to hand over complaints raised in conversation, tagged so the desk can see where they began. MoveTheWheels is designed to supply the crew's condition photos and the customer's sign-off, so a damage claim starts from evidence. Opening a case is designed to hold that job's payout, and a re-clean or re-service is designed to go first to the original pro and be booked as a new service task. Closing a case is designed to record the outcome and any refund, and a footer note says case notes are shared with the pro's CrewFoundry record. The desk is designed for customer care agents and service-line leads.