To distinguish from other competitors, companies have to establish good quality and price but also an excellent service policy. Especially the after-sales service should guarantee that customers having problems are supported and satisfied. Following, good complaint management is important. With the increase of economically profitable chatbots, there is a possibility to provide a 24/7 service to customers. To investigate what kind of chatbot avatar, which compensation, and what kind of reaction lead to a higher behavioral intention, a 2x2x2 between-subject design was conducted (N=389). The results show that the choice of the avatar, the reaction, as well as the compensation, play a decisive role in influencing user behavior and, thus, increase the probability that the customer, despite a complaint, returns and buys again from the retailer. Further, the behavioral intention can be explained by the mediating influences of anthropomorphism and the evaluation of redress.

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