Complaint Module AE143

Complaint module setup #

Complaint Management Setup #

Serial Numbers and basic setup can be configured on the Complaint Mgt. Setup card.

  • Code Location - Default location for receiving complaints.
  • Location Code Send Item - Default delivery location of the refunded item replacement.
  • Default Processing Time - Expected duration of complaint settlement in days. Expected Settlement Complaint Date of Complaint Orders is calculated from this field.
  • Account No. For Reduce Price - Financial account of a customer, who recieves a sale for keeping an unrefunded damaged item.
  • Get Shipment Adress From Original Document - If switched on, adress from the original document will be used as the shipment address.
  • Number Series:
    • Customer Complaint No. Series
    • Sales Return Order No. Series
    • Sales Order No. Series
    • Sales Credit Memo No. Series
    • Sales Order Posting No. Series
    • Sales Return Order Posting No. Series
    • Sales Credit Memo Posting No. Series

Item Card #

  • Customer Warranty Calculation Formula - Warranty duration of the item. Whether is item on Complaint Order under warranty is calculated from this field.

Responsibility Center Card #

  • Complaint Location Code - Default location for recieving complaints. This setting has higher priority over the same field in the Complaint Mgt. Setup.

User Setup #

  • Complaint Responsibility Center Filter - Responsibility center for resolving complaints assigned to the user.

Customer Complaint Order Setup #

  • Method of Receive Complaint - Defines a method the complaint reached the company. Useful for e.g. evaluating which method is prefered by customers.
  • Preferred Method of Proccess Complaint - Method of Complaint preferred by the customer.
  • Complaint Reason Code - Defines reason for complaint

Resolution Codes #

  • Complaint Rejection - Cancels recieving the item
  • Require receipt - Receipt is required for the given code. BC will suggest creating the receipt, if the complaint haven§t been accepted yet.
  • Show Sales Return Order - Open Sales Return Order with binded Complaint Order Lines
  • Reduce Original Price - Window with suggested percentual price reduction will be opened. A new Sales Credit Memo with the specified price will be created and opened afterwards.
  • Create Credit Memo - A new Sales Credit Memo will be created with the price of the original Sales Invoice.
  • Create Sales Order - A new Sales Order will be created with a single item with specified in the Complaint Order as the Replacement Item No.
  • Sales Order Calculation Type - How the price of the Item in the new Sales Order will be determined:
    • Zero Price
    • Original Price
    • List Price - Retrieved from either from the price list or the Item card

Complaint Module Description #

Customer Complaint Orders #

General #

  • No. - Complaint Order Number, No. Series according to Complaint Mgt. Setup
  • Customer No. - Chosen from the Customers list
  • Customer Name - Filled in from the Customer card
  • Customer Name 2 - Filled in from the Customer card
  • Customer Address - Filled in from the Customer card
  • Customer Address 2 - Filled in from the Customer card
  • City - Filled in from the Customer card
  • Post Code - Filled in from the Customer card
  • Country/Region Code - Filled in from the Customer card
  • Contact No. - Filled in from the Customer card
  • E-mail - Filled in from the Customer card
  • Phone no. - Filled in from the Customer card
  • Location Code - Location of recieving complaints. Determined by the Center of Responsibility from the User Setup of the User, who had created the Complaint Order. If this value is not set, the location is taken from the Complaint Mgt. Setup.
  • Location Code Send Item - Delivery location of the refunded item replacement. Determined by the Center of Responsibility from the User Setup of the User, who had created the Complaint Order. If this value is not set, the location is taken from the Complaint Mgt. Setup.
  • Responsibility Center:
    • New
    • Wait
    • In Progress
    • Finished
  • Internal Status - User defined status from the Internal Complaint Statuses list. Statuses present on Complaint Orders cannot be deleted nor renamed.
  • Note

Detail #

  • Document Date - Date of Document Creation
  • Complaint Receipt DateTime - Carries over to lines
  • Settlement Complaint Date - Carries over to lines
  • Expected Settlement Complaint Date - Determined by the Default Processing Time in Complaint Mgt. Setup
  • Assigned Complaint User - User, who resolves the complaint
  • Salesperson Code - Filled in from the Customer card

Customer Complaint Lines #

  • Type:
    • Item
    • Note
  • No. - Refunded Item Number
  • Description - Refunded Item Description
  • Serial No. - Refunded Item Serial Number
  • Lot No. - Refunded Item Lot Number
  • Quantity (Base) - Refunded Item Quantity
  • Warranty - Whether is the Refunded Item under Warranty, specified on the Item card
  • Unit Cost (Piece) - Price of the Refunded Item per piece
  • Unit Cost - Cost of Refunded Items at specified Quantity
  • Complaint Reason Code - Defines reason for complaint
  • Resolution Code - Defines Resolution method for the complaint, and triggers actions set up in the Resolution Codes list
  • Location Code - Filled in from the header
  • Replacement Item No. - Item delivered as a replacement for the refunded Item
  • Replacement Variant Code
  • Location Code Send Item - Filled in from the header
  • Status:
    • New
    • In Progress
    • Completed

Working with Complaint Order Lines #

From Serial Number #

In the case of Items with Serial Number, all available information is filled in based on the Serial No. field of the line.

Actions > Get Lines #

A dialogue window will be opened with Sales Documents Items filtered by the Customer of the Customer Complaint Order. Chosen items will be added as Complaint Order Lines.

Lines > Function > Receive #

Creates a Sales Return Order for the chosen lines. Changes Status of the lines to In Progress.

Lines > Function > Process #

Carries out actions defined for the Resolution Code of the chosen lines. Changes Status of the lines to In Progress.

If Copy data from source to complaint doc. field of the Customer is set to true, Customer, Recipient and Payer details will be copied over from the Source Document (if found). This option is meant for transferring data of E-Shop Customers. Copied data are:

  • Name
  • Name 2
  • Address
  • Address 2
  • City
  • Country/Region of origin Code
  • Country
  • Post Code

In the Related group of actions in both the Header and above the Lines of Customer Complaint order provides navigation to these related documents:

  • Sales Return Order
  • Sales Credit Memo
  • Sales Order
  • Posted Sales Invoice
  • Posted Sales Credit Memo

Factbox #

Right side of the page is dedicated to details regarding the Complaint Order, such as Customer Statistics, and the option to add attechements.

The Complaint Module includes a default print report - Complaint Protocol. The Protocol is written in Word, where layout and imported data can be fully customised.