That WhatsApp is one of the most popular applications among Brazilians when it comes to messaging, everyone already knows. However, it has become much more than just a chat app. Nowadays, many stores are making use of this tool for sales and service, which is not wrong, but there are some rules that need to be followed. One of them says that, when providing a product or service through the application, it is the company's duty to also grant the option of cancellation.
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It is stated in Article 14 of the decree that “the request for cancellation will be allowed and assured to the consumer by all means available for contracting the service”. In other words, if you happen to be a seller using this platform, it is mandatory that you also offer the option to cancel the purchase via WhatsApp.
In addition, it is still written in the decree that the cancellation must be immediate, unless there is a need to process information.
Other requirements present in the decree
Decree No. 11,034, published on April 5, 2022, alleges that customer service, provided for in the Code of Consumer Protection, should no longer be obligatorily 24 hours a day, seven days a week, as stated in the decree of 2008. Now, it will only be 8 hours a day, and the call transfer can only occur once, requiring the second attendant to resolve the consumer's demand. However, chatbots must be available at all times.
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