After a complaint, 6.75% order again within three months.

Resolved, but not yet put right.

Every day, the online shop sends large, fragile products to customers all over Europe. Damage in transit can’t always be avoided. Complaints are resolved quickly, with a replacement delivery or compensation.

Even so, the team felt the relationship stayed more fragile after a complaint than they would like. A proper resolution wasn’t always enough to win customers back emotionally to the brand.

Automatically every week, in their own language.

Together with Lightr, the shop set up an automated complaint follow-up. Every week, customers whose complaint has been resolved receive a personal, handwritten card in their own language.

The message is simple: a sincere apology, a thank-you for their patience and a personal 5% discount code for their next order, valid for three months. The QR code leads to the online shop, where the discount is already applied in the basket.

A complaint becomes a reason to come back.

6.75% of recipients placed a new order within three months via the QR code or the discount code. So customers who might have walked away after a complaint come back.

Customers mention the card in their reviews, and the QR code is still being scanned up to 53 days after sending: that’s how long the online shop stays front of mind. And because the discount runs through the QR code, you can measure exactly what the campaign delivers.

The insight

A resolved complaint is a chance to win back trust. A personal apology with a small discount brings back customers who might otherwise have walked away.