360 COMPLAINTS
Manage your digital Complaints Book from WordPress
An NET360 solution to register, manage, and track your customers' complaints and claims from your own website.
Provide your customers with an accessible channel to submit their complaints and make it easier for your company to register, organize, and manage each case from a centralized administrative environment.
360 Claims is a WordPress plugin designed for Peruvian companies that want to digitize their Complaints Book, keep a history of received cases, and improve their customer service processes.
Digitize your process. Organize your records. Improve customer service.
Why does your company need to manage claims properly?
The relationship with customers doesn't end when a sale is made. After-sales support, problem-solving, and the ability to respond promptly are also part of the experience a company offers.
In Peru, the Complaints Book is part of the consumer protection framework. Suppliers covered by the regulations must make it available to their customers and address complaints and claims within the established timeframes.
For a company, this involves much more than simply posting a form on its website. It also requires accurately receiving the information, maintaining records, reviewing each case, coordinating a response, and keeping evidence of its actions.
When these processes are carried out through scattered emails, Excel files, or documents that are saved manually, it can be more difficult to locate a case, know its status, or retrieve information when needed.
360 Claims helps centralize this process in your own WordPress.
A digital tool for your daily operations
360 Claims transforms the Complaints Book into a digital registration and management process integrated with your website.
The consumer uses the form available on your company's website to enter their data, identify the product or service involved, describe their complaint or claim, and communicate what solution they are requesting.
The information is recorded in the system so that authorized personnel can manage it from the WordPress panel, consult the background information, and perform the corresponding follow-up.
In this way, your company has a tool that facilitates the organization of records and reduces dependence on scattered manual processes.
360 Claims Features
Digital form for your customers
It offers a web channel for registering complaints and claims directly from your website. The form allows you to collect consumer information, details of the purchased good or service, and specifics of the complaint.
Centralized administration
Manage records from the WordPress admin panel. Keep information organized and make it easy for responsible staff to review recorded cases.
Claims history and tracking
Maintain a history of records and their background to facilitate consultation, internal tracking, and review of actions taken.
E-mail notifications
It facilitates communication of the registry through email notifications, helping those in charge to be aware of the receipt of new cases and act promptly.
Response management
Organize customer service and record the corresponding responses, according to the functions available in the plugin and your company's internal procedures.
Printable records
Consult and generate records in a printable format to facilitate review, archiving, and use when the operation requires it.
Exporting information to Excel
Export the records to XLSX format to facilitate analysis, internal reporting, and information storage for the company's administrative processes.
WordPress Integration
The solution works as a WordPress plugin, so you can integrate the Complaints Book into your business's web ecosystem without having to build a separate platform from scratch.
Importance of the Complaints Book in Peru
The Complaints Book is an instrument linked to the rights of consumers and the obligations of suppliers included in Peruvian regulations.
Law No. 29571, Consumer Protection and Defense Code, and the Regulation approved by Supreme Decree No. 011-2011-PCM, together with its amendments, constitute part of the applicable regulatory framework.
What is the difference between a complaint and a claim?
Complaint: expresses the consumer's dissatisfaction with a purchased product or a received service.
Complaint: expresses discomfort or dissatisfaction related to customer service or other aspects that are not directly linked to the product or service contracted.
Both cases require proper management and a response within the applicable legal timeframe.
What is the response time?
The general deadline established to address and respond to complaints and claims registered in the Complaints Book is 15 non-extendable business days, in accordance with the applicable regulatory framework.
Therefore, simply receiving the record is not enough: the company needs a procedure in place to review it, assign responsibilities, prepare a response, and keep the corresponding documentation.
What happens to businesses that sell online?
The digitization of commerce makes it especially important that consumers find an accessible customer service channel on the platforms where products or services are offered.
Furthermore, Legislative Decree No. 1729, in effect since February 2026, incorporated new provisions related to handling complaints in e-commerce. Companies should review the obligations applicable to their business and the corresponding regulations.
360 Claims is designed to help manage your company's digital channel, but installing the plugin does not replace reviewing legal obligations nor does it guarantee regulatory compliance on its own.
The Complaints Book is an instrument linked to the rights of consumers and the obligations of suppliers included in Peruvian regulations.
Law No. 29571, Consumer Protection and Defense Code, and the Regulation approved by Supreme Decree No. 011-2011-PCM, together with its amendments, constitute part of the applicable regulatory framework.
What is the difference between a complaint and a claim?
Complaint: expresses the consumer's dissatisfaction with a purchased product or a received service.
Complaint: expresses discomfort or dissatisfaction related to customer service or other aspects that are not directly linked to the product or service contracted.
Both cases require proper management and a response within the applicable legal timeframe.
What is the response time?
The general deadline established to address and respond to complaints and claims registered in the Complaints Book is 15 non-extendable business days, in accordance with the applicable regulatory framework.
Therefore, simply receiving the record is not enough: the company needs a procedure in place to review it, assign responsibilities, prepare a response, and keep the corresponding documentation.
What happens to businesses that sell online?
The digitization of commerce makes it especially important that consumers find an accessible customer service channel on the platforms where products or services are offered.
Furthermore, Legislative Decree No. 1729, in effect since February 2026, incorporated new provisions related to handling complaints in e-commerce. Companies should review the obligations applicable to their business and the corresponding regulations.
360 Claims is designed to help manage your company's digital channel, but installing the plugin does not replace reviewing legal obligations nor does it guarantee regulatory compliance on its own.
Register. Manage. Respond. Improve. 360 Claims digitizes your Complaints Book and simplifies the management of complaints and claims for your company in Peru.
