How we verify complaint resolution

What counts as a case

Every review left through a Tailwind review request tied to a real order and flagged as negative by the business’s threshold becomes a case under tw-resolution-v1. Only cases withdrawn before any business action or deleted reviews are excluded. Older pre-v1 cases never enter any public rate or count.

Independent marks from both sides

The business and the customer set their own marks (“resolved” or “not resolved”) independently. Closing a ticket without an outcome never counts as resolved. Seven days after a business reply (or 3 days after a business “resolved” mark), Tailwind asks the customer via a private link whether the problem was solved. Each side can change its mark at most 3 times.

Seven fixed outcome stages

Every case is assigned exactly one stage in strict priority order: 1) Confirmed by both sides, 2) Resolved according to the customer, 3) Disputed (business says resolved, customer says not), 4) Resolved according to the business (customer did not answer follow-ups), 5) Not resolved, 6) Business replied, outcome unknown, 7) No business response within 7 days (168 hours).

When percentages and intervals are published

Rates use matured cases only — opened between 45 and 365 days ago; newer cases are shown separately as “in progress”. Percentages and median response time are published only when n ≥ 10, always with a 95% Wilson confidence interval. Below 10 cases, only exact counts are shown.

What is never published

Private conversation text, comments attached to marks, coupon codes, compensation amounts, photos, and customer contact details are never published or sent to AI agents. When a customer marks “resolved” after accepting compensation, that count is disclosed separately.

What this method cannot tell you

• Only complaints from post-order reviews requested through Tailwind are tracked here; reviews posted directly on external map platforms have no verified channel to follow up with the customer.
• Some customers do not answer follow-up messages; those cases stay in “resolved according to the business, customer did not answer” and are never merged into customer-confirmed rates.
• Accepting compensation never marks a case resolved automatically, though it may influence a customer’s mark — which is why accepted compensations are always disclosed.