# Customer Mgmt.

### **At a Glance** <a href="#customerservices-ataglance" id="customerservices-ataglance"></a>

Customers can say what he or she thinks to the developer of the application. We call this "Voice of Customer(VOC)", and developers can manage them through ONE store developer center.

| Type                     | Where to manage                                                                                                    | What you can do                 |
| ------------------------ | ------------------------------------------------------------------------------------------------------------------ | ------------------------------- |
| Inquiries from customers | [Customer Services > Inquiries](https://dev.onestore.co.kr/devpoc/community/prodVocPageList.omp?selectLanguage=ko) | 1:1 communication with customer |
| Ratings and Comments     | [Customer Services > Ratings & Reviews](https://dev.onestore.co.kr/devpoc/customer/reviewList.omp)                 | Official reply to the comments  |

### **Customer Inquiries** <a href="#customerservices-customerinquiries" id="customerservices-customerinquiries"></a>

Customers may send messages to the developers including maintenance request, error report, sometimes request for refund. You can read them in your email and reply to the customer and the reply will be sent to the customer by email notification.

<figure><img src="https://2218522982-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgStyyzRzNh9x2u93ZH03%2Fuploads%2FY6TD7TmAKtrjSZfzlxy9%2Fuse_002.png?alt=media&#x26;token=65296385-0fed-4c95-8211-e0f0d2c353bb" alt=""><figcaption></figcaption></figure>

### Request for refund <a href="#customerservices-requestforrefund" id="customerservices-requestforrefund"></a>

* ONE store users can request a refund through Contact Seller on the app detail page.
* These inquiries are sent directly to the developer’s email address.
* If a refund request is received through **Contact Us** in the **ONE store App** or through the developer’s customer support channel, please submit the request through **\[Developer Center > Help > Contact Us]**. \
  We will review the request and assist with the refund process.

<figure><img src="https://2218522982-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgStyyzRzNh9x2u93ZH03%2Fuploads%2FimpkidPqeenPzvdGIpkX%2Fuser_001_en.png?alt=media&#x26;token=348bd794-6d69-4a00-8387-3775ecadfcc6" alt=""><figcaption></figcaption></figure>

* If the developer does not respond to a customer inquiry for more than **3 days**, the ONE store Developer Center operations team may process the purchase cancellation to ensure a timely response.
* In particular, for paid apps, post-purchase support plays an important role in the app lifecycle. \
  Please respond to inquiries from ONE store users as promptly as possible.
* If verification of the **customer’s TID, TXID, or payment receipt number** is required during the purchase cancellation process, you must also confirm whether the customer has consented to provide personal information.

{% hint style="warning" %}

* Consent to provide personal information: (O/X)
* Customer number:
* Purchase date and time:
* Purchased item:
  {% endhint %}

### **Ratings and Comments** <a href="#customerservices-ratingsandcomments" id="customerservices-ratingsandcomments"></a>

* ONE store users who have purchased an app, including free apps, can leave ratings and reviews on the app detail page.

* Replies posted by developers are treated as official responses and are visible to all ONE store users.

  <figure><img src="https://2218522982-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgStyyzRzNh9x2u93ZH03%2Fuploads%2FJOc3DcxwIFldeUCHXGGf%2Freview.jpg?alt=media&#x26;token=f5f33b54-8277-4d3a-a0f3-667d8f88366b" alt="" width="563"><figcaption><p>Features of review and ratings</p></figcaption></figure>

* Developers can reply to users from both the **Developer Center Web** and the **Developer Center Android App**.

<figure><img src="https://2218522982-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgStyyzRzNh9x2u93ZH03%2Fuploads%2Fub2sNJhGsokjYhgiXoMm%2FReview_en.png?alt=media&#x26;token=ca3dad1c-7837-47d0-97da-3c29d31aa72f" alt=""><figcaption><p>Developer Center Web - Ratings and Reviews</p></figcaption></figure>

* The **Developer Center Android App** can be downloaded from the path below.

<figure><img src="https://2218522982-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgStyyzRzNh9x2u93ZH03%2Fuploads%2FAaNkYKJolSSwwqpVSxNk%2Fdevapp_en_001.png?alt=media&#x26;token=74fb3724-f144-46bb-8443-3b057f37fcf7" alt=""><figcaption></figcaption></figure>

{% embed url="<https://onesto.re/0001002400>" %}

<figure><img src="https://2218522982-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FgStyyzRzNh9x2u93ZH03%2Fuploads%2FTh2JMeqQC7TGRI3GWfOK%2Fuser_003.en.png?alt=media&#x26;token=bb282b09-e7fb-462e-8e17-47cf3d2c3f0b" alt=""><figcaption><p>Developer Center App - Ratings and Reviews</p></figcaption></figure>


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