Customer Complaints

Overview

When you receive a customer complaint, you need to record it in the system, define an action plan, and accept it for fulfillment.

Identifying Partners

First, you need to find a partner who sent the complaint in the system. To do it:
  1. Go to Sales > Customers.
  2. Find the Partner (Customer) who sent the complaint and then open it.
  3. Verify the captured information with the partner data.
  4. Click Complaints at the top and click Create.
  5. Fill in the documents as described below.

Creating Customer Complaints

  1. Go to CRM and marketing > Complaints.
  2. Click Create.
  3. On the Main tab, select the Customer.
  4. Specify the working name and the date of issue of the complaint in the Description field.
  5. Enter all details in the Complaint description field.
  6. Select the existing Complaint reason or create a new one.
  7. To attach required files, click the Attachments hyperlink.
  8. If sales adjustment is required, enable Sales adjustment required and click the Accounting information tab.
  9. Fill the Company, an issuing Counterparty, a related Contract, a requested Complaint amount, and Currency.
  10. On the Parties tab, add a Partner and Contact persons.
  11. Set the Registered status for the document.
  12. Click Save and close.
You can also generate a customer complaint based on the customer invoice. The system will automatically create and fill the Complaint document.

Assigning Customer Complaints

  1. Go to CRM and marketing > Complaints and open the Complaint document.
  2. Review the information and documents received from the customer.
  3. Analyze the relevant business transactions.
  4. Evaluate the customer complaint, make the decision, and take further actions. For example, create a sales adjustment, provide feedback about rejection, and other.
  5. Specify the Business unit in charge and Employee in charge.
  6. Click Save and close.

Creating Action Plans

Once the complaint is created, plan the activities to perform. See how to create project plans.

Activating Customer Complaints

  1. Go to CRM and marketing > Complaints and open the Complaint document.
  2. Set the Planned status.
  3. Add relevant Comments.
  4. Click Save and close.

Reporting on Complaint Progress

  1. Go to CRM and marketing > Complaints and open the Complaint document.
  2. On the Review results tab, provide any information about the complaint process; decisions made, actions performed, results, feedback, and other.

Closing Customer Complaints

  1. Go to CRM and marketing > Complaints and open the Complaint document.
  2. Set the Fulfilled status.
  3. Specify the End date.
  4. Click Post.