Guides¶

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

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

This guide describes the creation of a customer Return Claim manually 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 Claim Card.

1) Open the Return Claim list by searching for the password "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) Type of Return Claim: Customer

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

3) Fill in the date of the Return Claim, Resolution date and Legal execution date.

4) Fill in the Responsible person field.

5) You can also manually change the Status.

6) At the bottom of the header, edit the Contact and Shipping panels.

Step 3: Fill in the Return Claim lines.

1) Type of the Return Claim item type: Item.

2) Return Claim Item: 1968-S.

3) Appl.-to Item Entry: select which sales item this claim is to settle.

4) Enter the Shipment/Receipt No.

5) Select where the items are now located. In this example, select a Claim Location.

6) Quantity - total item quantity in the Return Claim order.

7) Quantity to Process - the quantity of items that is processed for the given reason for the Return Claim.

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

9) Use the Line function Information to specify more information about the received Return Claim.

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

1) Use the function Line → Receipt of Items to the Return Claim Warehouse. The claimed items are then accepted into the Return Claims location.

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 person.

1) Use the Action → Send e-mail to the responsible person function.

2) Print the document for the Solver using the function Reports → Return Claim Protocol.

3) The responsible person shall appoint the person of the solver for the Return Claim and change the status of the Return Claim.

Finishing of customer Return Claim and creation of a Disagreement card¶

This procedure will describe 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 Claims card.

2) Physically resolve the Return Claim.

3) Create a Disagreement using the Line function Create Disagreement.

4) Enter the solution code 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 → Process. This does not apply to a situation where the created Disagreement needs to be resolved first (e.g. due to a repair).

Resolving Disagreement and creating supplier Return Claims¶

This procedure describes the settlement of disagreement and the creation of a supplier 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 Disagreement lines. The lines determine who resolves the Disagreement.

5) Create a vendor Return Claim using the line function Manage → Create vendor Return Claim.

6) The newly created Return Claims tab, directed to the supplier (Supplier Return Claim), will open.