Customer Management (VOC) Update

Update

Customer Management (VOC) Update

+ Posted : 2014-03-10

Hello, I'm Jude in charge of developer relations at T store.

First, let me give you a little quiz. Guess which place at the Development Center is most visited everyday by a number of developers
Notice? Payment? Statistics? The answer is “Customer service,” in other words, the management function of VOC is the most visited place by the developers. A lot of developers, include companies outside of Korea, use the VOC function in order to respond quickly to flowing inquiries from customers.
Today, we’re going to learn step by step how to make the best use out of this awesome function.  

How do customers request refunds for their paid apps from T Store?

“I purchased an app from T Store but want to get a refund.” Refund requests are all the same but the mediums in which we receive those requests are very different. Some request through email, and others give us a call at 114. Lately, we’ve also been getting requests through social network. How do you all get customer inquiries? In what mediums? Of course, there are many ways but what I think is the most important is selecting the best way to check the inquiries for both developers and customers. We’ll look into how to get that approach, starting from here.

Customer: T Store > My Page > Product/Payment History

• - The first thing you need to do is open up T Store and then go over to My Page
• - Click on “Product/Payment History,” check all of your purchase history.
• - Click on the product that you desire to get refunded for, and then send a request to the customer service.

Developer: Check from the Development Center

If a customer sends in a request following the steps above, a developer can gather all requests and check them from [Development Center > Manage Customer Inquiries]. He/she can respond to the requests by using the answer function and process the refunds.

How do you process refunds?!

The refund process is super simple and easy.

You can check the purchase history of the customers who put in requests if you click on the “Send Purchase cancellation Request.” This can be done after the developer checks the refund status directly with the customer. Then he/she can process the refund or answer the customer’s inquiry.

[Well, this is my purchase history of in-App items last month on Hoppin app
 

You can check TID/TxID, too!

There are times when it’s a little difficult to check the status of the refund.
For example, a customer paid for a game item but he never received the item. This is a very common case.
In this case, it’s the most efficient to compare the payment log in the server with T store payment history, using TID or TxID.
By clicking “See Details of Payment History,” you can check TID or TxID.  

So that wraps up our easiest way to perform customer management at the Development Center. Of course each development center has their own optimized ways to manage their customers, so choose what you think is the best for you and utilize the function
We’ll always strive to develop our development center and help you by hearing all of your opinions!

Thank you,
T store Developer Center;