Free worksheet · InkDrift
Ecommerce Complaint Triage Sheet
Sort a complaint before replying, so the reply addresses the real issue.
How to use it
- Fill the third column with your own real facts — not what you meant to write.
- Mark any row you could not answer without checking something or guessing.
- Keep the finished page where listings, policies, and replies can all point at it.
| # | Item | Your answer |
|---|---|---|
| 1 | What the buyer says happened | |
| 2 | What the record shows | |
| 3 | Delivery or access status | |
| 4 | Whether a policy covers it | |
| 5 | Whether the issue is one-off or repeated | |
| 6 | Whether the fault is confirmed or unclear | |
| 7 | What the buyer is asking for | |
| 8 | What you may offer without approval | |
| 9 | What needs a second decision | |
| 10 | Whether a public review is threatened | |
| 11 | What evidence is needed | |
| 12 | Correct first reply | |
| 13 | Follow-up date | |
| 14 | Whether the root cause can be fixed | |
| 15 | Whether the policy or listing needs changing | |
| 16 | Case closed date |
What this is. A plain worksheet you fill in yourself. It is not software, not an AI tool, and it does not connect to any platform.
What it is not. No promise of rankings, traffic, sales, or fewer support messages. Nothing here is legal advice.
Made by InkDrift. No sign-up, no email required.