A customer complaint comes in. Watch what happens — you never lift a finger until the approve step.
Step 1 · Complaint lands
From: Karen Whitmore <k.whitmore@email.com>
Subject: URGENT - engine light on my car!!
Received: Sat 19:42
Hi, I bought a silver Vauxhall Corsa Automatic from you 3 weeks ago (reg AB19 XYZ). The engine management light has just come on and the car feels like it's juddering. I'm really not happy — I paid good money and expected it to be perfect. I want to bring it back for a full refund. Please call me ASAP.
Regards, Karen
Step 2 · Auto-triage (instant)
Car identified
Vauxhall Corsa Auto · AB19 XYZ
Sold
3 weeks ago within 30 days
Fault type
EML + judder — likely misfire/coil/sensor
Genuine?
Genuine — common, fixable fault
Wants
Full refund refund demand
Route
FIX-FIRST path (ask why → offer repair, protect the sale)
Legal note
CRA 2014: within 30 days = right to reject — handle carefully
Internal flag to you (not sent to customer): Within 30-day rejection window. Offer inspection + repair first — she hasn't rejected formally yet, tone is fixable. If EML is a cheap fix (coil pack ~£40 + labour), fixing keeps the sale and avoids a £6k+ refund + re-prep. Recommend: repair, not refund.
Step 3 · Draft reply (in your voice) — ready to send
Hi Karen,
Thanks for letting me know, and I'm sorry to hear the car's playing up — that's not the experience we want any of our customers to have.
An engine light with a slight judder is usually something straightforward like a sensor or an ignition coil, and it's very often a quick, inexpensive fix. Before we talk about anything else, I'd like the chance to put it right for you at no cost — that's what our aftercare is for.
Could you let me know a couple of days that suit you to bring it in? We'll get it straight onto the diagnostics and sorted for you.
I'm confident we'll have you back on the road happy. Thanks for your patience.
Best regards,
[Your Dealership]
Church Street, Darlaston
You approve every reply before it sends — so it's always your voice, your call. The system did the reading, thinking, and typing in seconds.
Why this protects you: Turned "I WANT A FULL REFUND" into "bring it in and we'll fix it" — calmly, professionally, and legally aware — in seconds, on a Saturday night, without you touching your phone. One saved refund pays for the whole service many times over. And your 5-star reputation stays intact.
Demo — illustrative example. Real system is built and tuned around your exact cars, tone & policy.