<![CDATA[Complaint handling in laundry services involves both communication and responsibility for customers’ personal belongings. This study examines how three laundry microenterprises in Mojoroto, Kediri, handle delay and garment damage complaints through WhatsApp Business. An interpretive multiple case study draws on interview transcripts from 15 informants: three owners, three administrators, and nine customers. The study period was January–April 2026. Within-case thematic analysis and cross-case comparison examined complaint reception, evidence assessment, decision authority, remedies, follow-up, and customer trust. The accounts indicate that WhatsApp Business facilitates access and the exchange of receipts and photographs, while effective resolution depends on verified production information and coordination between administrators and owners. Delay complaints center on reliable completion estimates and timely updates; damage complaints involve uncertain garment condition before processing and disagreement over appropriate repair or compensation. Owner-dependent decisions and incomplete handovers prolong some exchanges. Customers distinguish polite treatment, implementation of an agreed remedy, and restoration of their original needs. Accepting compensation or returning to the service does not necessarily indicate full satisfaction or restored trust. The study contributes a process interpretation connecting communication, decision authority, and differentiated recovery outcomes. Practical priorities include capacity checks before accepting urgent orders, explicit administrator authority, condition documentation, scheduled updates, and separate records of remedy implementation and remaining customer concerns.]]>
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