Complaints Into Fixes
Imagine knowing the leggings run small before the next hundred returns.
Thousands of reviews, return reasons and support messages a month, and nobody with time to read them?
A few reviews a week that you read yourself? Then you already hear them, and this isn't for you yet.
See which complaints cost you the most.
Matched by the order number on the return and the chat, and by the product the review names.
In every language
A message in Swedish or German is read and sorted like one in Danish.
Matched to the order
Return reasons and support chats carry an order number; for reviews, AI matches the product they name.
From what you already have
The reviews, return reasons and support chats you already collect are enough to start.
| Problem | Mentions | Cost a month | |
|---|---|---|---|
| High-waist leggings run small | 412 | −86.000 DKK | |
| Zip breaks, one zip on three jackets | 96 | −41.000 DKK | |
| Late delivery to Norway | 150 | −18.000 DKK | |
| Sports bra looks lighter than the photo | 74 | −9.000 DKK |
Each cost counts the returns, refunds and repairs the problem caused.
The broken zip turned up on three jackets.
Customer service saw a review about a broken zip on the Trail jacket, then a repair claim on the Wind jacket, and handled each on its own.
Counted together, it is one zip on three jackets, and most of it comes in after the return window, as reviews and repair claims. Its cost puts it above problems people mention more often.
Warn shoppers the week a style runs small.
- Week 1The leggings drop. Returns start to say too small.
- Week 2The size guide says size up, and so does customer service.
- Week 7On orders placed after the note, returns for size fall from 38% to 21%.
Size data in one place
Return codes, fit ratings in reviews and chats about size are counted together for each style.
Service gives one answer
Your service team gets the same size advice that goes on the product page.
Too big is counted too
Returns for too big are counted as well, so a size-up note that overshoots shows up in weeks.
A Slack alert the week a complaint grows.
#product
Customer watchThursday 10:40
Complaints about the zip on the Trail jacket more than doubled this week.
- 38 mentions, up from 17
- The Wind jacket and the Shell jacket use the same zip
- Customer service has a reply ready
Sent the week the count jumps, before it shows in your sales.
Claims count too
Repairs and refunds under the two-year complaint right are counted with reviews and returns.
One owner per alert
Each alert goes to the person who owns that product, so it lands with someone who can act.
How Miinto does it
Miinto sorts hundreds of thousands of customer requests this way and runs the business by them.
Reviews, returns and support messages sit with every other source in Numbers You Can Bet the Business On.
- 1/8
off what returns cost you
Fixing fit on the worst styles can cut what returns cost you by around an eighth.
One of the tools you can ask for in Tools as a Service.
Tell me which product customer service keeps talking about.
Write a few lines about the business and what you can't answer today. I'll reply myself, and if it's a fit we book a call.
Ordered my usual size and they are far too tight at the waist.
Return reasonHigh-waist leggingsSwedenLove the fabric, but I had to send them back. Size up!
TrustpilotHigh-waist leggingsDenmarkDo the leggings run small? I'm between M and L.
Support chatHigh-waist leggingsNorway