Sales workflows
After-sales support: confirm the problem before naming a solution
Ask for photos, videos, and batch numbers before judging responsibility. Confirm the problem first, then offer only the policy you are authorized to apply.
Most after-sales disputes start with a fast promise. A buyer sends one photo, the seller replies "we will replace it", and the case is now defined before anyone knows what happened.
A better sequence is slower by one message and much cheaper overall: acknowledge, collect evidence, confirm the problem, then state the policy you can actually apply.
Acknowledge receipt, not liability
Reply within one working day to confirm the message arrived and to say what happens next. Do not agree that the product is defective at this point.
Give the buyer a specific next step and a time. "Please send the batch number and two photos of the carton label" is better than "we will look into it".
- Confirm the order number and delivery date.
- Say what information you need.
- Say when you will reply again.
- Do not name a remedy yet.
Collect the information that decides the case
Ask for photos and a short video showing the defect in use. Ask for the batch or lot number, the carton label, and the quantity affected. Ask how the goods were stored after arrival.
One photo rarely settles responsibility. A video, a batch number, and a storage description often do. Keep the buyer's files with the case record.
- Order number, invoice number, and delivery date.
- Batch or lot number and carton label photo.
- Photos of the defect and a short video.
- Quantity affected and total quantity received.
- Storage and handling after arrival.
Separate the problem from the cause
Write back what you understood before discussing the remedy. Restate the defect, the quantity, and the batch. Ask the buyer to correct anything you described wrongly.
Only then discuss cause. Was it production, packing, transport, storage, or use? If you cannot tell yet, say so and name the next check.
Separating problem from cause prevents the most common mistake: promising a replacement for a problem that turns out to be a storage issue.
Talk about returns and replacements only within policy
State the policy you are authorized to apply, in the buyer's language, with the conditions attached. If the decision needs approval, say that it is under review and give a date.
Do not invent a policy to end the conversation. A promise you cannot keep becomes a bigger dispute than the original defect.
If a return is agreed, write the address, the carrier, who pays freight, and what documentation must travel with the goods.
inWind WA Helper translates the messages you select so both sides can read the same facts. It does not decide responsibility and does not send messages.
When the conversation should leave WhatsApp
Some cases need a formal channel: insurance claims, carrier damage reports, product safety issues, or anything likely to become a legal dispute. Move those to email or the contract's notice procedure and keep the WhatsApp thread as a summary.
Consumer protection, product liability, and warranty rules differ by country. This article describes a communication sequence, not legal advice. Confirm your obligations with a qualified adviser.
Also stop the chat when the buyer becomes abusive. State that you will continue by email, and do so.
Do it on your device
Web
- Open WhatsApp Web on desktop Chrome 120+ and select one customer message.
- Translate a text message, or open a single image and choose image understanding, from the message menu.
- For a voice message, choose recognition in the message menu; the task runs asynchronously.
- Read the result, write your reply yourself, and send it from WhatsApp.
Images are handled one at a time. Voice accepts OGG/Opus, MP3, WAV, and M4A.
iPhone
- Share one customer text, image, or audio item from WhatsApp to the Shortcut.
- On first run, choose the interface language and the target language.
- Sign in to the official service account and complete the one-time binding.
- Read the result, copy your reply back to WhatsApp, and send it yourself.
One item per share. Group messages and full chats are not processed.
Android
- Send one customer text, image, or audio item to inWind WA Helper through the Android system share sheet.
- Set the interface language and the target language separately.
- Read the transcript, translation, or image result in the app.
- Copy your answer back to WhatsApp and send it yourself.
The app never replies on your behalf.
Frequently asked questions
Should I apologize immediately?
Acknowledge the inconvenience, but do not admit a defect before you have the facts. "I am sorry this happened, let me check" is enough.
The buyer refuses to send photos. What then?
Explain that photos and the batch number are required to process the claim. Offer an alternative, such as a video call, if your policy allows.
How long should a case take?
Give a specific date for the next update, even if the answer is "still checking". Silence is what escalates a case.
Can the tool judge whether the product is defective?
No. It translates and explains text and images you select. Responsibility is decided by your team under your contract.
Give your next WhatsApp message to inWind
Understand foreign-language messages from your customers and prepare a reply in the language you know best. Text, images, and voice notes included.