BizKitHub

Commerce · Complaints

Complaints,
always on time

For shops that handle complaints in e-⁠mails and spreadsheets today. Every complaint has a status, a deadline, items from the order and a history that shows each step.

  • Customers file complaints straight from your website
  • A return label or drop-⁠off code in one click
  • Customer satisfaction rated 1 to 10 after resolution
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Complaint: Comandante C40 grinderOrder 2026-1152 · Martin Svoboda
Due 28 Nov
  1. 3 Nov 09:12
    New complaint
    Filed on the website · Defect · 2 photos
  2. 3 Nov 10:40
    Open
    Shared with the customer
  3. 3 Nov 10:44
    Return created
    Packeta · drop-⁠off code e-⁠mailed
  4. 6 Nov 15:18
    Return delivered
    The parcel arrived at the shop
  5. 7 Nov 11:05
    Resolved
    Replacement · customer rated 9/10
  • Statuses and deadlineNew, open, waiting, resolved, rejected, closed.
  • Linked to the orderClaimed items from the original order, with price and quantity.
  • ReturnsA GLS label or Packeta drop-⁠off code e-⁠mailed to the customer.
  • Your own typesComplaint types, resolution methods and complaint policies.

Why complaints in BizKitHub

A complaint nobody forgets

A complaint scattered across e-⁠mails has no status and no deadline. In BizKitHub every complaint has a card with the order, the customer, files and the full history.

Today

  • A complaint arrives by e-⁠mail and sits in the inbox
  • You look up the order number and items by hand
  • You fill in the return label on the carrier’s website
  • Only the person who took the complaint knows the deadline

With BizKitHub

  • The customer files on your website and the complaint is created
  • Items are linked to lines of the original order
  • A return is created from the complaint and the customer gets instructions
  • The whole team sees status and deadline in one list

Complaint card

Everything about a complaint in one place

A complaint holds the customer, the order, the claimed items, the description, attached files and refund details. Every status change is written to the history and can be shared with the customer.

  • Complaint type and resolution method from your own list
  • Bank account and payment reference for the refund
  • Photos and documents attached to the complaint
  • Internal notes kept apart from customer messages
New complaintOrder 2026-1152
Type
Defect claim
Customer
Martin Svoboda · martin.svoboda@seznam.cz
Item
Comandante C40 grinder · 1 pc · CZK 6,490
Description
The burr started jamming after two weeks.
Resolution
Replacement
Deadline
28 Nov 2026
Create complaint

Returns

Returns without filling in labels

From a complaint linked to an order you create a return through your carrier account. With GLS the customer gets the label attached to an e-⁠mail, with Packeta a drop-⁠off code. The return’s progress is written to the complaint history.

  • The customer’s address comes from the order
  • The instructions e-⁠mail goes out right away
  • A return never touches the original order’s status or payment
  • Several returns per complaint
Shipping
ReturnsFor November complaints
  • Z 4120 9012 33
    Martin Svoboda · drop-⁠off code 7731 2205
    PacketaDelivered
  • GLS 6230419011
    Kavárna U Mostu · label sent
    GLSIn transit
  • Z 4120 9040 17
    Hana Veselá · drop-⁠off code 7731 2241
    PacketaCreated

Complaints from your website

A form on your site, a complaint in the admin

Create complaints from your own e-⁠shop over the REST API, including items and refund details. Show the customer the status and the events you chose to share, right on your website.

  • Create, read and change status over the API
  • Matched by order number
  • Documented in Swagger
API and integrations
POST /api/v1/shop/complaint/createjson
{
  "variantCode": "defect",
  "orderNumber": "2026-1152",
  "customerName": "Martin Svoboda",
  "email": "martin.svoboda@seznam.cz",
  "description": "The burr keeps jamming.",
  "refundBankAccount": "2401234567/2010",
  "items": [
    { "label": "Comandante C40 grinder", "quantity": 1 }
  ]
}
● The complaint appears in the admin as New

What it does

Complaints from filing to feedback

Complaint statuses

New, open, waiting, resolved, rejected and closed.

Resolution deadline

A deadline on every complaint and a date filter.

Event history

Status changes and messages, each flagged as customer-⁠visible or not.

Items from the order

Claimed units linked to lines of the original order.

Files

Photos of the defect, receipts and reports on the complaint.

Carrier returns

A GLS label or Packeta drop-⁠off code by e-⁠mail.

Types and resolutions

Your own list, such as defect, 14-day return, replacement.

Complaint policies

Policy text per product or category, valid from and to.

Satisfaction

A 1 to 10 rating and a customer comment after resolution.

Getting started

Complaints sorted in an afternoon

  1. 01

    Set up complaint types

    Types, resolution methods and policies in the settings.

  2. 02

    Connect a carrier

    A Packeta or GLS account in the Shipping module for returns.

  3. 03

    Take complaints

    By hand in the admin, or through a form on your website via the API.

Start for free

Who it is for

Where complaints fit

E-⁠shops

Defect claims and 14-day returns with a carrier return parcel.

Electronics sellers

Items, photos of the defect, a deadline and a replacement record.

Physical stores

Log the complaint by hand and find the customer in contacts.

Connections

What complaints work with

  • Packeta (Zásilkovna)
  • GLS (MyGLS)
  • REST API

Connected modules

Runs on the same data as the rest of your company

Orders

The whole order lifecycle, from cart to payment and dispatch.

Shipping

Packeta, GLS, shipping methods and parcel tracking.

Helpdesk

Support from your inbox. Mail gets sorted, you answer.

Contacts & CRM

Customers, companies and the full relationship on one card.

Warehouses

Stock, lots, stocktakes and order reservations.

REST API

Public API with Swagger for every module.

Frequently asked questions

Common complaint questions

Can customers file a complaint themselves?

Yes, through a form on your website connected to the REST API. The complaint is created as New. Staff can also create one by hand in the admin.

How do returns work?

From a complaint linked to an order you create a Packeta or GLS shipment. The customer gets an e-⁠mail with the label or drop-⁠off code and the tracking number.

Does the customer see internal notes?

No. For every event you decide whether it is shared with the customer. Status changes are shared automatically.

Does the system track the legal deadline?

Every complaint has a resolution deadline that you set when creating it and can change later. Filter the list by status, type and date.

Can different products have different terms?

Yes. Attach a complaint policy to a product or category, and a complaint type can have its own default policy.

Keep complaints under control

Create a free account, set up your complaint types and take your first complaint.

Start for freeAll modules

Questions? Contact support or check the pricing.

Complaints & returns
Free, no card
Start for free