---
name: cs-komplain-handler
description: Draft empathetic, professional, and brand-aligned customer support responses for negative reviews and order issues.
argument-hint: "<customer_review_or_complaint> <issue_type_damaged_delayed_missing>"
risk_level: LOW
rule_type: commercial
---

# Customer Service Complaint Handler

Provides resolution protocols to handle marketplace logistics delays, missing items, or 1-star reviews.

## Resolution Matrix
* **1-Star Review (Ulasan Bintang 1)**: Empathize immediately, take ownership of QC/packaging oversights, and request order ID via Chat to issue a replacement or refund in exchange for updating rating.
* **Shipping Delays (Paket Terlambat)**: Provide tracking airway bill (No. Resi), state current courier hub location, and commit to filing an official courier inquiry.
* **Damaged Items (Barang Rusak)**: Check video unboxing proof. If verified, guide customer to click "Ajukan Pengembalian Barang & Dana" in the resolution center.