Dolex Customer Service — Professional Guide for Operations and Consumers

Overview and purpose

Dolex, as an over-the-counter analgesic brand in many markets, requires a customer service function that balances fast consumer support with strict regulatory compliance (pharmacovigilance, product safety and recalls). The primary goals are (1) protect patient safety, (2) resolve consumer issues quickly, and (3) maintain traceable records for regulators and internal quality systems. A best-practice Dolex customer service team treats every contact as both a customer satisfaction issue and a potential safety report.

This document sets clear operational targets and practical processes that are applicable across markets and can be adapted to local legal requirements. Recommendations below reflect common pharmaceutical/OTC industry benchmarks (2020–2025) and proven contact-centre practices: initial phone answer targets under 30 seconds, email/webform responses within 24–48 hours, and serious adverse event escalation within 24 hours to the pharmacovigilance team.

Contact channels, hours and service-level targets

Offer multiple channels: a staffed telephone line, an email address or secure webform, social media monitoring, and collaboration through pharmacy and retail partners. Typical operating hours for consumer-facing teams are Monday–Friday 08:00–18:00 local time with emergency after-hours escalation for serious safety events. For busy consumer brands a 24/7 answering service for suspected serious adverse events is strongly recommended.

Recommended SLAs and KPIs to implement immediately: average speed to answer (ASA) <30 seconds for phone; first response to email/webform <24 hours and full resolution or acknowledged plan within 48 hours; social media initial reply <4 hours during business hours. Aim for a First Contact Resolution (FCR) of 70–85% and a Customer Satisfaction (CSAT) score ≥85% as operational targets for year-one improvements.

Channels to publish and verify

Always publish official contact details in three places: on the product carton/leaflet, the company’s official website, and local regulatory listings. Instruct consumers explicitly: for medical emergencies call local emergency services first; for adverse events use the provided safety-reporting phone/email/webform so the case enters pharmacovigilance records. Verify contact details quarterly to avoid outdated phone numbers or pages.

Pharmacovigilance and adverse event (AE) handling

Any report of a suspected adverse reaction must be treated as potentially reportable. Industry practice is to immediately capture details, triage severity, and escalate serious or unexpected events to the PV team within 24 hours. Regulatory timelines generally require expedited reporting for serious, unexpected adverse reactions—often within 7–15 calendar days to national authorities—so prompt internal escalation is non-negotiable.

Data capture must be structured and complete: record product name, batch/lot number, expiry date, purchase location, dose, timing relative to onset, concomitant medicines, medical history, reporter contact details and outcome. Maintain the original report and any follow-ups for the PV department; many markets require retention of safety records for at least 10 years.

• Essential AE data to record: product brand, batch/lot number, expiry, dose taken, date/time of onset, description of symptoms, treatment given, outcome (recovered/ongoing/hospitalized), reporter name/phone/email, and copies of photos or packaging.

Complaints, returns, refunds and recalls

Define clear acceptance criteria for returns and refunds: unopened product with intact seal can generally be returned within a 30-day window for a full refund or exchange; opened packages where safety is in question should be quarantined and handled under a formal complaint investigation. For visible defects, advise consumers to retain the suspected units and packaging for inspection. Maintain a log of complaint incidents with batch/lot numbers to spot clusters quickly.

Recall procedures must be documented and exercised annually. A practical sample-retention policy: retain at least three sample units of the implicated lot and the associated distribution records; quarantine inventory and cease shipments for the lot pending investigation. Notify distributors, retailers and regulators within 24–48 hours for confirmed safety recalls, and publish clear consumer-facing instructions (how to return product, refund timelines, and contact points).

Metrics, staffing, training and escalation

Key performance indicators (KPIs) to track monthly: call ASA, abandonment rate (<5%), email response time (median <24h), FCR, CSAT, NPS and number of reportable AEs. Operational benchmarks for a medium-sized OTC brand are 4–8 minutes average handle time (AHT) on calls and staffing levels set via occupancy targets of ~75% to avoid burnout and maintain quality.

Training must cover: product knowledge, adverse-event triage and mandatory reporting rules, data protection (GDPR/HIPAA where applicable), and soft skills for distressed callers. Create a three-tier escalation matrix: Level 1 (customer-service agent) for routine inquiries, Level 2 (clinical/pharmacovigilance reviewer) for suspected AEs or quality issues, Level 3 (medical director/regulated affairs) for regulatory notification and public statements.

• Core training modules: pharmacology and safety profile (4–6 hours), AE intake simulations (3–4 hours), complaint handling and root-cause basic investigation (3 hours), data privacy and documentation (2 hours).

Practical scripts, documentation and legal considerations

Use concise intake scripts that collect the essentials without leading the reporter: identify the reporter, confirm the product and batch, ask open questions about symptoms and timing, and advise on seeking immediate medical care if indicated. Close each interaction by summarizing next steps, providing a reference ticket number, and explaining expected timelines (e.g., “Our safety team will review and contact you within 48 hours”).

Legally, do not offer medical advice beyond directing clients to seek care and advising them to stop the product if adverse symptoms occur. Keep clear audit trails for all interactions. For authoritative guidance on reporting mechanisms and timelines, refer to regulatory resources such as FDA MedWatch (https://www.fda.gov/safety/medwatch), EMA (https://www.ema.europa.eu/) and WHO pharmacovigilance guidance (https://www.who.int/).

Did Barri buy DolEx?

DolEx Dollar Express was acquired by Barri Financial Group.

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