To give a customer a clear answer, a store employee should find out what they need, verify the facts, and explain the next step. If the question requires time, name the employee responsible and give a specific time for the next update. The owner should establish a shared process for handling inquiries so that agreements with customers are preserved after a conversation ends or a salesperson’s shift is over.
When a customer is choosing a product, help them compare its features with their needs. If there is a delay or a mistake, explain what happened and what the store can do. Record the complaint and pass it to an employee who will determine the appropriate action in light of the customer’s request and the laws of Ukraine. Ask only for the personal data needed to handle the inquiry, and obtain separate consent for marketing messages.
Establish a clear process for responding to customers
The store owner or manager should decide who handles consultations, who checks order status, and who reviews complaints. In a small store, one person may handle all these tasks. The salesperson should know whom to pass a question to when it exceeds their authority, and the customer should be given the name of the employee who will continue the conversation.
- Clarify the request. Ask what the person wants to buy or what issue they want resolved. If the customer has already described the situation, briefly repeat its substance and ask them to confirm that you understood correctly.
- Verify the relevant facts. Find the specific product, order, or sale. Confirm the model, size, quantity, agreed terms, and actual fulfillment status. Separate confirmed information from what still needs to be checked.
- Offer a feasible action. Explain what the employee will do now and what requires approval. Give the customer a choice among options the store can actually carry out and that take account of the customer’s legal rights.
- Name the person responsible and the contact time. The employee who received the inquiry should agree with a colleague on handing it over and tell the customer who will write or call, and when.
- Record the agreement. Save the substance of the inquiry, the next action, the person responsible, and the update time in a shared inquiry log accessible to the employees involved.
All the dialogues below are hypothetical examples. The response times stated in them are voluntary arrangements for keeping in touch. They do not determine the statutory time limits for reviewing a claim, exchanging or repairing a product, or issuing a refund. Before giving a time, the employee should consider the work schedule and whether the necessary information can be obtained.
When a customer is choosing a product, ask about their needs and explain the differences
Start with a question whose answer will help narrow the choice. For a bag, this might be the size of the items the customer carries every day; for shoes, it might be the conditions of use and the size they need. Ask about budget without judgment, and suggest comparing a few suitable products first.
Starting a consultation: “What will you use the bag for, and what do you plan to carry in it? If you need room for a laptop, please tell me its dimensions. Also, let me know what budget range would be comfortable for you to consider.”
Once you understand the customer’s needs, point out the differences that matter to them. Check the information against the label and instructions for the specific model. If the customer needs a particular feature, explain how to check for it: try on the product, measure the inside compartment, check the list of compatible models, or inspect the contents.
Comparing products after looking at them: “You said you’ll be carrying a laptop and documents. This model has a separate laptop compartment, while the other has one shared compartment. Let’s compare the compartment’s dimensions with your device and see how the documents will fit.”
If you do not yet have an answer, say how you will get it and offer the customer a convenient way to continue the conversation. Check product availability before promising to set an item aside or ship it.
When a product feature needs to be checked: “I still need to check whether it’s compatible with your model. Please tell me the exact model name. I’ll compare it with the manufacturer’s instructions and reply today by 15:00. If you prefer, we can look now at another option with stated compatibility.”
The owner must ensure that customers are served and given information about products in Ukrainian. Customers have the right to receive necessary, accessible, reliable, and timely information about a product before buying it. This is provided for in Articles 4 and 15 of the Law of Ukraine “On Consumer Rights Protection”. The owner should give sales staff access to product descriptions and documentation, and appoint an employee to correct inaccuracies in product descriptions.
Before confirming an order, agree on the product, price, and delivery
The manager should briefly summarize the agreement so the customer can catch any mistake before payment or dispatch. State the product, model or SKU (the code for a specific product item), color, size, quantity, and price. Explain the delivery cost, payment procedure, and agreed fulfillment time separately. If the final delivery cost depends on the method chosen, confirm it before finalizing the terms.
Hypothetical example with a calculation: “Confirming your order: one blue bag of the selected model for UAH 1,200, delivery is UAH 80, total is UAH 1,280. Dispatch is agreed for tomorrow. Manager Olena is handling the order; after it is handed to the carrier, she’ll send you the shipment tracking number. Are the model, color, and delivery method correct?”
For an online order, provide the terms in a form the customer can save, such as an electronic message. Parts 2–3 of Article 13 of the Law of Ukraine “On Consumer Rights Protection” provide for prior disclosure, including product characteristics, price, delivery, payment, and how claims are accepted, as well as written or electronic confirmation of this information. The seller may not change the confirmed terms unilaterally.
Report delays and take responsibility for the next contact
As soon as an employee learns that the agreed time may be at risk, they should check the actual order status and notify the customer. Check whether the product has been packed, whether it has been handed to the carrier, what exactly is preventing fulfillment, and who can find out. State the reason only if it is known. If there is no exact timeframe yet, agree on a time for the next update.
Delay notification: “I’m sorry, your order is still at the warehouse, so today’s agreed dispatch is delayed. I’m Olena, the manager, and I’m checking the handover time with the employee responsible for dispatch. I’ll message you today by 17:00 with an update on the order and the possible dispatch time. If you can no longer wait, please let me know so I can record your request about what should happen next.”
If the store can offer an alternative, first check its features, availability, price, and possible delivery time. Explain the differences and get the customer’s decision. For example: “The same model is available in another color. I can send you a photo and the confirmed dispatch terms so you can decide whether it suits you.”
If the issue is still open by the promised time, the employee responsible must still contact the customer. The message should say what has already been done, what answer is still needed, and when the next contact will take place.
Next update: “Here’s an update on your order: the warehouse has confirmed it is packed, but the handover time with the carrier is still being arranged. I’ve passed the question to the warehouse manager. I’ll message you again tomorrow by 11:00. Your request to receive the product before the weekend has been recorded.”
If the store made a mistake, explain how it will be corrected
If the customer received a different model, the quantity was mixed up, or the terms were stated incorrectly, the employee should compare the order with what was actually fulfilled. Ask only the questions needed to understand the mistake. A photo is appropriate if it helps identify the model or contents; explain what it needs to show and ask the customer to leave out unnecessary personal data.
Clarifying a mistake: “You said you received the wrong size. Please tell me the order number and the size on the label of the item you received. I’ll compare them with the order. I’m Andrii, the manager handling this; I’ll let you know today by 16:00 what I find out and what needs to happen next.”
Once the mistake is confirmed, acknowledge it directly and propose specific agreed actions. Before notifying the customer, the employee responsible should check whether the required product is available, how the handover can be arranged, and which costs the store will cover. If the customer has made a different request, record it and pass it on for review.
After checking the circumstances: “We made a packing mistake: the order specifies size M, but we sent you size L. I’m sorry. The correct size is available, and the store has agreed to send a replacement and pay for delivery both ways. If that works for you, I’ll arrange the handover with you and send the details today by 16:00. If you would prefer another solution, I’ll record your request for the employee responsible.”
Accept the complaint and pass it to the employee responsible
Let the customer describe the problem, then ask what outcome they are requesting. Record the product name, order number or other details needed to find the purchase, the date of the inquiry, a description of the problem, and the customer’s request. Keep the wording factual and do not judge the customer’s character or behavior. If documents or an inspection of the product are needed, the employee responsible should explain why and describe the next steps.
Accepting a complaint: “I’m sorry there’s a problem. Have I understood correctly: the clasp doesn’t work, and you’re asking for a refund? Please tell me the order number or purchase date and the product name so we can find the sale. I’ll record your request and pass it to Iryna, the administrator who handles these inquiries. She’ll contact you today by 18:00 and explain the next steps.”
The administrator should determine which rules apply to the specific purchase and request, and arrange for the store to fulfill its obligations appropriately. A salesperson should not promise a particular outcome before the request has been reviewed. The internal division of work may not restrict the customer’s rights or delay the fulfillment of legal obligations. For product quality and exchange requests, refer to Articles 8–9 of the Law of Ukraine “On Consumer Rights Protection”; the store’s terms must also take Article 18 of this Law into account.
A discount sale is not, by itself, grounds for an automatic refusal. If the customer does not have a paper receipt, find out whether they received an electronic settlement document and help locate the sale information. Determine the documents needed and possible way to resolve the issue in light of the specific circumstances.
When the customer does not have a paper receipt: “Can you tell me whether an electronic receipt arrived on your phone or by email? If you can’t find it right now, tell me the purchase date and product name, and we’ll help locate the sale information. Iryna, the administrator, will explain what documents are needed for your request and let you know the next steps today by 18:00.”
Respond to a public complaint in a way that explains how to contact the store while keeping the person’s information private: “We’re sorry about the situation. Please send us a private message with your order number and a brief description of the problem. Iryna, the administrator, will handle the inquiry; after receiving the details, she’ll let you know when she’ll contact you next.” Do not post a phone number, address, documents, or purchase history in a public discussion.
How to view a customer’s purchases and returns in Торгсофт before replying
An employee can open the menu “Маркетинг → Клієнти” (“Marketing → Customers”), find the relevant customer, and open their record. The “Придбання” (“Purchases”) tab displays purchases and returns accumulated through transactions with that customer. Before replying, compare the record with the product and purchase the person is asking about. The procedure for working with the record is described in the Торгсофт help page “Картка клієнта” (“Customer Record”).
For a purchase to appear in a specific customer’s history, the customer must be selected when the sale is processed. The owner should make selecting the correct customer part of the salesperson’s process and explain how to avoid confusing people with the same name. If a transaction is missing from the record, search for the sale information. The employee uses the history to establish the circumstances, while the employee responsible for the inquiry separately determines the next steps, informs the customer, and monitors whether the agreements are fulfilled.
Collect necessary data and obtain separate consent for marketing
For each way of handling an inquiry, the owner should determine the purpose and legal basis for processing personal data. For example, data needed to place and fulfill an order may be processed on the basis of entering into and performing a transaction under Article 11 of the Law of Ukraine “On Personal Data Protection.” The amount of data must match the purpose: to find an order, first ask for its number; to send a response, agree on one convenient contact channel. Article 6 of that Law sets requirements for the purpose and data minimization.
When collecting data, tell the person who processes it, what information is collected, for what purpose, to whom it is transferred, and what rights the person has. Article 12 of the same Law provides for this. Prepare an accessible privacy notice so the employee can give it to the customer with a brief explanation: “We need your order number to find the purchase, and the contact method you choose so we can send you a response about your inquiry.”
As a practical safeguard, give access to inquiries only to employees who need it for their work. Set retention periods according to the lawful purpose and applicable obligations, remove unnecessary copies of correspondence, and do not send the customer screenshots containing other people’s data. Before handing over a shift, make sure the next employee has the information and access they need.
For marketing mailings, use separate, voluntary consent and provide a simple way to opt out. Record which messages and channel the person agreed to. Article 10 of the Law of Ukraine “On Electronic Commerce” governs commercial electronic messages, while Article 8 of the Law of Ukraine “On Personal Data Protection” provides for the right to withdraw consent to data processing. Receiving order updates does not, by itself, mean the customer has agreed to subscribe to marketing.
Separate subscription offer: “Would you like to sign up separately to receive our special offers by email? Subscribing is voluntary, and you can unsubscribe using the link in an email. We’ll send a response about your order regardless of your subscription decision.”
Track agreements at the end of a shift
Before work ends, the administrator should review open inquiries. Each one needs a clear record of its current status, the employee responsible, and the next action. If the promised contact time falls during the next shift, a colleague must take over the case before the previous employee finishes work.
- Review update times. Find out who still needs a response today and assign an employee if the person responsible is absent.
- Check that promised actions were completed. If the customer was told the order had been dispatched, verify that it was handed over; if follow-up actions were agreed for a complaint, make sure they have been arranged.
- Confirm the outcome with the customer. Tell them what has been done, what documents or product have been handed over, and whether any further steps remain.
- Address the cause of repeat questions. If customers regularly ask about the same product feature or delivery term, assign a specific employee to update the description or order confirmation process.
The owner should periodically review several inquiries with the team: whether the employee understood the request accurately, verified the facts, and followed through on the promised contact. Based on the review, decide on a specific change to the process, such as adding product measurements to consultations or requiring notification of a delay before the agreed deadline passes.
Legislation for working with customers in Ukraine
- Law of Ukraine “On Consumer Rights Protection” dated 12 May 1991 No. 1023-XII — Articles 4 and 15 on information and customer service; Articles 8–9 on customer claims; Parts 2–3 of Article 13 on information for distance sales; Article 18 on terms that restrict consumer rights.
- Law of Ukraine “On Personal Data Protection” dated 1 June 2010 No. 2297-VI — Articles 6, 8, 11, 12, and 14 on the purpose and scope of data, individual rights, grounds for processing, notification, and disclosure of information.
- Law of Ukraine “On Electronic Commerce” dated 3 September 2015 No. 675-VIII — Article 10 on commercial electronic messages and opting out of receiving them.
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