How to keep evidence for a complaint
A complaint is much easier to resolve when there is evidence. The company finds your case faster, and readers see that you describe something that really happened. It is best to keep evidence from the first day, even before you decide to write a complaint.
What to keep
- The receipt or proof of payment: a fiscal receipt, a card statement or a confirmation from an app.
- The order, contract or parcel number: the fastest way for the company to find your case.
- Photos and videos: a damaged product, a wrong delivery, the situation on the spot. Take them right away and from several angles.
- Correspondence: emails, messages in an app, answers from customer service. A screenshot with a visible date is enough.
- Notes about calls: the date, the time and what you were told. You can write down an employee's name for yourself, but do not put it in the complaint.
How to attach them on zalba.me
In the complaint form you can add photos and documents. Attachments are private unless you choose to make them public: private attachments are seen only by the verified team of the company concerned and by moderators. Put the order number in its own field, not in the complaint text; only the company's team sees it too.
Before attaching, look at what the document shows. On a receipt or statement you can cover the card number, your address and other details the case does not need.
What not to do
- Do not publish other people's personal data: employees' names, phone numbers, addresses.
- Do not change documents or photos. Covering a detail is fine; changing the content is not.
- Do not throw away the product or its packaging until the case is settled: the company may ask to inspect them.
When the company replies, it sometimes asks for more details. If the company has claimed its profile, you can send them in a private message that other visitors do not see.