Route a magnetic toy complaint by evidence and customer impact before deciding what failed. Capture the exact SKU, order, symptom, usage context and photos, then choose a containment action that matches the report.
Capture the complaint in one record
Use one case ID and record the customer channel, order date, SKU or listing variant, reported symptom, quantity affected, photos or video, packaging condition and whether the item is still available for inspection. Preserve the customer’s wording before translating it into a category.
Use five triage lanes
| Lane | Signal | Immediate action |
|---|---|---|
| Product condition | Broken, loose, missing or inconsistent component | Hold the affected stock and request model-matched evidence |
| Listing clarity | Customer expected a different count, form or accessory | Compare listing copy and images with the exact SKU |
| Packaging | Crushed pack, opened seal or lost parts | Review pack protection and transit evidence |
| Usage context | Issue appears during a build or activity not described | Clarify instructions and safe-use context |
| Order handling | Wrong variant, split shipment or quantity mismatch | Reconcile pick, pack and dispatch records |
Separate containment from root cause
Containment can mean pausing one listing, replacing one verified component or asking for a return sample. Root cause needs a pattern, comparison or inspection record. Do not announce a product defect from a single unverified narrative.
Close the loop with the listing and supplier file
- Assign a case owner and response date.
- Classify the evidence lane and severity.
- Choose a customer remedy consistent with the evidence.
- Check the approved product record, image and packaging copy.
- Record whether a supplier, warehouse or content change is needed.
Case [ ] · SKU/version [ ] · symptom [ ] · lane [ ] · evidence [ ] · containment [ ] · customer response [ ] · root-cause status [ ] · corrective owner [ ].
FAQ
Should every complaint trigger a supplier claim?
No. First classify whether the issue is product condition, listing, packaging, usage context or order handling.
What if the customer has no photos?
Record the report, request the minimum evidence needed and avoid treating the unverified cause as fact.
When should a listing be paused?
Pause when the available evidence shows a credible risk of repeated misunderstanding or product harm while the record is checked.
Pair this workflow with the return-prevention guide and the seller product-information checklist.