Guides¶

This chapter describes example procedures for working with the Complaint Management app.

Creating a Customer Return Claim (upon receipt of items)¶

This guide describes the manual creation of a customer Return Claim when receiving the items. This procedure is used by the user who receives the claimed items from the customer and creates a Return Claim card, which he then passes on to the solver for resolution.

Step 1: Create a Return Claim card.

1) Open the Return Claim List by searching for "Return Claim List".

2) After opening the list of Return Claims, create a new Return Claim card by pressing the New button.

Step 2: Fill in the Return Claim header.

1) Return Claim Type: Customer.

2) Fill in the Partner No. The address and other information of the customer are filled in automatically.

3) Check the Date Claimed; the Legal Execution Date is calculated automatically.

4) Fill in the Responsible Person field.

5) You can also manually change the Document Status.

6) At the bottom of the header, check the Shipping tab.

Step 3: Fill in the Return Claim lines.

1) Return Claim Item Type: Item.

2) Return Claim Item: e.g. 1968-S.

3) Use the line action Add Line by Item to find the original item ledger entry - the serial/lot number, the invoice and the shipment are filled in.

4) Quantity - the total claimed quantity.

5) Quantity to Process - the quantity of items to be processed by the next solution.

6) Return Claim Reason Code - select the reason why the items are claimed.

7) Optionally fill in the Customer Required Solution.

8) Use the line action Information to record the receipt state and the description of the received Return Claim; use Take Photo or Upload File to attach the photo documentation.

Step 4: Receive the items at the Return Claims warehouse.

1) Select the solution code Receive to Inventory (code created by the default setup: ReceiveInv) on the line, fill in the Quantity to Process and press Process. The claimed items are received at the location on the line.

Step 5: Submit the Return Claim for resolution.

Now the Return Claim is ready to be handed over to the solver for resolution. Send an e-mail to the responsible person who chooses the Solver.

1) Use the action Send E-Mail to Responsible Person.

2) Print the document for the customer using the action Customer Protocol, or the Label for the claimed items.

3) The responsible person appoints the Solver of the Return Claim and changes the Document Status.

Creating a Return Claim with the Worksheet¶

This guide describes the fastest way to create a Return Claim from a posted document.

1) Open the Create Return Claim Worksheet.

2) Fill in one of the filters (e.g. Sales Invoices Filter with the invoice number, or the Serial No. Filter) and choose Find.

3) Check the found lines, adjust the Selected checkbox and the Qty. To Process.

4) Choose New Complaint to create a new Return Claim, or Add to Complaint to add the lines to an existing Return Claim in the status New.

Finishing of a Customer Return Claim and Creating a Disagreement¶

This procedure describes the process of resolving a customer Return Claim from the point of view of the Solver and creating a Disagreement document.

1) As a Solver, open the Return Claim card.

2) Physically resolve the Return Claim.

3) Create a Disagreement using the line action Create Disagreement.

4) Enter the Solution Code and the Quantity to Process into the line.

5) If the resolution of the Return Claim is of such a nature that the contact with the customer is terminated (e.g. return piece for piece), complete the Return Claim using Process. This does not apply to a situation where the created Disagreement needs to be resolved first (e.g. due to a repair).

6) Finish the Return Claim by changing the Document Status; the customer can be notified by e-mail automatically.

Resolving a Disagreement and Creating a Vendor Return Claim¶

This procedure describes the settlement of a Disagreement and the creation of a vendor Return Claim. The procedure is written from the point of view of the solver of the Disagreement.

1) Open the Disagreement.

2) Fill in the Disagreement header.

3) Fill in the Fault lines. The lines specify who is to blame for the Disagreement.

4) Fill in the Disagreement lines. The lines determine who resolves the Disagreement and how.

5) For the line with the Solution Code Return Claim to Vendor, fill in the Return-to Vendor No. and use the line action Create Return Claim to Vendor.

6) The newly created vendor Return Claim opens.

7) Post the consumption of material and work spent on the Disagreement in the Disagreement Item Journal and the Disagreement Resource Journal; the costs are summed up on the Handling tab.

External Service of a Claimed Item¶

This procedure describes the resolution of a Return Claim by an external service company.

1) Receive the claimed item (solution Receive to Inventory).

2) On the Return Claim line, fill in the Service Company and the Service Company Ship to Code (the order address of the service company must have the Service Location filled in).

3) Process the line with the solution External Service. A transfer order to the service location is created - post it when the items are shipped to the service company.

4) When the items return from the service, process the line with the solution Receive from Ext. Service - the items are returned to the original location by a reclassification journal.

5) Issue the service sheet for the customer with the solution Service List. A sales order is created; for a post-warranty repair (checkbox Post-Warranty Service on the line), the service fee from the setup is added.