How does Planfix unify e-grocery complaints?

Planfix turns every complaint—email, messenger, marketplace inbox, phone call—into a structured task. Each task already knows the shopper, the order, and the claim type. Planner with conditional lists routes it to the right team automatically, and the Client Dashboard stores the external history so re-contacts stay low.

Can couriers and store staff work without full access?

Yes. You can give stores, couriers, and partner teams access through external dashboards or a restricted UI, so they only see what belongs to their case. They update the task in the same thread, while your internal audit trail, private comments, and sensitive fields stay protected.

How do we keep compensation leakage under control?

Compensation stays under control because agents choose from allowed resolution paths defined in status sets and directories. Data tags write refunds, redeliveries, and time into the task. Reports by courier, store, or SKU show where leakages appear, so you adjust rules without changing the whole system.

What does onboarding look like?

You start from a ready workspace: channel-to-task, Planner, claim statuses, and sample reports. Then you map your claim types, refund rules, and partners into directories and status sets. Because it is no-code, operations can tweak paths, add fields, or adjust routing without waiting for development.

E-grocery retail - order support & claims

Run Every Complaint on One Board

You receive claims, courier notes, refund requests, and marketplace messages from many places. Planfix turns them into structured tasks, sends them to the right list on the first try, and keeps shopper history in one place.

See task automation

Faster First Response

Every contact becomes a task instantly so SLA and MTTR stay real.

Governed Resolutions

Status sets and rules keep agents inside the right compensation path.

Clear Reporting

Data stays structured so you report by courier, store, SKU, and compensation.

Capture and Structure Every Contact

Email, messengers, telephony, and web forms become tasks with shopper, order, and claim type already filled in. AI Agents clean up messy messages so the operator starts from a ready task, not detective work.

Omnichannel to task

Channel to Task Intake

Turn shopper contacts into structured tasks from any connected channel.

Identify Shopper and Order

Match contacts to shoppers even when several orders were placed the same day.

Auto-route to Planner

Conditional lists let loaders, couriers, or senior agents see only their tasks.

Work the Claim with All Teams

Support, courier, and store crews work in one task thread. Agents pick a resolution from allowed options, trigger side actions for operations, and notify the shopper. The Client Dashboard keeps the history clean for everyone.

Client dashboard

One Task, All Teams

Courier context, picker notes, and support replies stay together for audit.

Governed Resolutions

Status sets and transition rules stop guessing and overpayments.

External Partners

Give stores or couriers restricted access so cases close faster.

Close, Analyze, Improve

Agents close tasks with correct statuses so SLA is measurable. Data tags write time and compensation. Reports by courier, picker, store, and SKU show where issues happen and push rule-change tasks every week.

See data tags

Structured Closing

Status-based closing makes SLA and MTTR real metrics.

Compensation Audit

Data tags keep refund and redelivery numbers traceable for finance.

Continuous Improvement

Recurring issues become rule-change tasks in the same workspace.

Operator Experience

Operators see a single task that already knows the customer, order, claim type, and deadline. Managers see a Planner where claims move between lists when assignee or status changes. From day one, nothing is lost.

Planner for support

Signs This Is For You

Mixed incoming channels

You receive complaints from messengers, marketplaces, and calls and retype them.

Hard to prove work

You cannot show what was done for the shopper and by whom.

Teams work in silos

Support, courier, and store teams cannot close claims in one thread.

Fast, Traceable Handling

Every shopper gets the same, governed claim lifecycle every time.

Lower Compensation Leakage

Built-in rules and audit trails keep good will resolutions under control.

Calm Peak Days

Nothing is lost because every contact is structured and routed.

Remove Barriers

Mixed channels, multiple companies, and changing rules do not break the flow. External dashboards let partners work on the same case. No-code fields, directories, and status sets let you update claim types without development.

Create solutions

Why Planfix Replaces Your Current Tools

Email and messengers become tasks with audit trails. Rigid help desks become Planner with conditional lists and status sets tailored for e-grocery. Spreadsheets become data tags, project totals, and live dashboards.

Workspaces in Planfix