No, if its beyond the scope of customer service. For example, a customer recently asked an agent to copy all reviews from Amazon to their store. We do not allow that.

First, you can contact the agent yourself and say hello. You can ask for a quick update. You will also see the agent's support requests, tickets, replies phone call logs and of course, apart of the amazing comments from your customers on Facebook and Trustpilot, you will have a weekly or monthly report.

This never happens, because our agents are TRAINED to not respond to angry customers, but use words that calm them down.

There is a specific procedure we follow that you approve beforehand regarding refunds. Your agents provide refunds based on the parameters you set.

Each agent is getting accustomed to your policies based on a specific SOP (Standard Operational Procedure) we create. The agent will exhaust all means before they initiate a return. 

Before the service starts, you will be presented all options on how we approach customer service. You also can participate by providing specific instructions, and you can also test the service from time to time.

If however, by any chance you do not like the way that things are handled, we can work with you to align them based on your needs. 

No problem at all! We have more than 20 support staff so you can ask for a replacement.