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40,000 orders with exchanges and returns

The complaint you don't solve on WhatsApp ends up at SERNAC.

The agents find the order, apply your exchange policy, schedule the pickup with the courier and confirm with the customer using the tracking number. Your team stops answering the same complaint three times.

Intake: WhatsAppSystems: commerce + courierOutcome: pickup coordinated
The loss

After-sales turns into a complaint when every reply opens a new loose end.

Answering fast does not resolve a warranty claim. The case has to pull up the order and the policy, coordinate the physical action, receive the evidence and confirm the customer actually got a resolution.

Customer and operation in sync

The conversation and the work share the same clock.

The customer's WhatsApp and the internal status move in sync inside the same case.

app.sovras.io / after-sales
How it moves

The case does not close when the chat ends.

The platform keeps the work open until the policy is applied, the logistics are coordinated and the evidence confirms the outcome.

Context

Order, product and customer come up before any decision is made.

The case pulls up the source of truth and avoids asking again for what the company already knows.

Policy

The warranty is validated against the rule that applies.

Exceptions, amounts or contradictions can halt execution and call for human review.

Action

The pickup is coordinated inside logistics, not offered as a promise.

Courier, time window and address become part of the operating status of the case.

Proof

The evidence confirms the resolution actually happened.

Photo, pickup and the resulting update hold up a verifiable closure.

7 in 10 exchanges and returns resolved without reaching a person.

−62% escalated complaints.

OrderOrigin identified

Product, date and the relationship with the customer.

PolicyWarranty applied

Rule and decision preserved.

LogisticsPickup confirmed

Time window, address and provider coordinated.

EvidenceOutcome backed by evidence

Proof linked to the same case.

Beyond the exchange

A warranty claim is one case inside a wider commercial operation.

The same system can carry returns, replacements, late orders, complaints and reconciliation.

Late orderExchangeWarrantyReturnCourierRefundReconciliationComplaint
Operational pilot

Start with the after-sales case that most often ends in chasing.

We use your policies, your systems and your closing criteria.

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