Feedback Status Management: In Progress, Resolving & Ignoring

#Organizing Your Customer Care Workflow

As your business grows, keeping track of which customer complaints have been resolved and which ones are still waiting for follow-up is essential. Leaving complaints unanswered creates resentment, while duplicate calls from multiple managers confuses customers.

Karo Simple provides a dedicated status lifecycle to keep your team organized, accountable, and transparent.

#The 4 Feedback Statuses Explained

At the top of your Feedback inbox, 5 tabs allow you to filter entries by their current status:

• All: Displays every feedback record in your history, regardless of status.
• Unread (Yellow Badge): Brand new customer feedback that management has not reviewed or acted upon yet.
• In Progress (Blue Badge, Pro & Agency): Feedback that you or your team are actively investigating or following up on.
• Resolved (Green Badge): Customer complaints that have been addressed and closed, complete with a resolution note.
• Ignored (Gray Badge, Pro & Agency): Dismissed spam, fake submissions, or uninformative one-word complaints.

#Marking Feedback as "In Progress" (Pro & Agency Feature)

When you attempt to reach a customer but cannot resolve the issue immediately, mark the item as In Progress:

#Marking Feedback as "Resolved" and Writing Audit Notes

Once an issue has been handled, close the loop by marking it Resolved:

#Handling Spam & Fake Complaints: The "Ignore" Action

Occasionally, you may receive a test scan, a competitor sending gibberish, or a one-word complaint like "bad" without any context or reachable phone number. On Pro and Agency plans, click "Ignore" to dismiss it:

• Keeps Your Inbox Clean: The item vanishes from your active Unread view and moves to the Ignored tab.
• Data Preservation: Ignoring is not the same as deleting. All data remains safely archived in your Ignored tab if you ever need to inspect it later.

#Staff vs Manager Permissions for Feedback Handling

Karo Simple controls who can view and resolve customer feedback:

• Regular Staff Members: When employees log into their mobile account, they ONLY see feedback generated through their own personal QR code. They cannot view feedback belonging to other colleagues. They can mark their own issues as Resolved, but cannot mark them In Progress or Ignore them.
• Store Managers: Have full company-wide visibility across all stations, tables, and staff members, with complete access to In Progress, Ignore, and export controls.

#Frequently Asked Questions