Skip to content

Overview

The Complaint Management extension is designed to manage and process Return Claims and Disagreements. Complaints can be for items recorded or not recorded in Business Central (e.g. a historical item being complained about). A complaint can be issued for services received or for an incomplete delivery (the quantity of items received is less than the quantity of items ordered). The Complaint Management extension supports working with serial numbers, lot numbers and package numbers.

The main components of the extension are:

  • Return Claims - the registration and processing of customer, vendor and internal complaints. The processing is controlled by solution codes which automatically create the related documents (credit memos, return orders, exchange orders, transfer orders to an external service, service sheets, inventory postings). Every processing step is recorded in the Return Claim Entries.

  • Disagreements - the registration of nonconformities, including the fault of the company sources, the corrective and preventive measures and the costs of the resolution.

  • Create Return Claim Worksheet - a dispatching tool for the fast creation of Return Claims from posted documents and item ledger entries, optionally with a touch screen user interface and barcode scanning.

  • Complaint Management Role Center - the role center with the cues of open, customer, vendor, internal and priority Return Claims and of Disagreements.

  • Notifications and protocols - e-mail notifications of the participants per document status (customer notifications per language), customer and vendor protocols and labels with Word layouts.

  • Files and photos - photo documentation and files attached to the Return Claim lines, stored in Azure Blob Storage or SharePoint Online.

  • API - an interface for creating and reading Return Claims from external systems.