Customer complaint management, including item and shipping document, if applicable. It also allows for the associated management of any customer returns and the opening of internal non-conformities.

Module Description

This module allows you to manage customer complaints.

The procedure involves creating a specific document that stores customer and item data. It also allows for the linking of the registered sales shipment to which the goods subject to complaint were shipped.

Following checks, it is possible to generate directly from the claim:

• Return order from customer, from which you can manage an inspection order via the quality module
• Non-conformity order, from which it is possible to manage any rework

Setup

Inspection Setup

To create claims, you need to set the associated numerator within the inspection setup :

Progress status

To monitor the progress of your claim line, you can use the Progress Status.

These can be inserted into the table of the same name which can be searched from the menu:

Reasons for return

Within the standard Return Reasons table it is possible to indicate the return reasons.

These can be indicated within the claim lines before creating the customer return, on which the following will be reported:

Functionality

Claims

The claim document is created directly from the list, which can be searched from the menu:

You can then select the customer in the "Sell to - customer number" field. The customer's data will automatically be retrieved from their database, as well as the corresponding billing customer's data, as per the standard. This can be manually edited on the document if necessary.

The Sell To - Customer No. in the claim header can be modified as long as there are no lines linked to a sales shipment.

There is also further information in the General section.

• Your reference: text field where you can enter the reference to the customer document
• Insert date: date of entry of claim, automatically populated upon creation
• Registration date: reference date for documents generated from the claim
• Language code: document language, taken from the customer's database
• Agent code: reference agent, taken from the customer's personal data
• Location code and placement code: location and placement (if necessary) where the claim will be handled
• Return Reason code
• Complain Date: it is possible to indicate the date on which the claim was received, it does not necessarily have to coincide with the date of entry into the system
• External document number: text field where you can enter the customer document number in case of returned goods

The lines within the claim can be managed in two different ways:

• Manual data entry
• Manual data entry and link to sales shipment
• Get shipping lines

Manual data entry

If you do not have a reference to the sales shipment with which the goods subject to complaint were shipped, you can enter the lines manually by entering:

• Type: You can choose the same type of lines as those found in standard documents (Comment, CG Account, Item, Resource, Fixed Assets, Debit (Item), Allocation Account, Subscriptions)
• Nr.: with reference to the type chosen in the previous field, it is possible to select an item, a CG account...
• Variant Code: can be used if the line is of the article type and the article provides for the management of variants
• Description
• Amount
• Unit of measure code
• Location code and bin code: these are taken from the document header and can then be changed on a single line.
• Complain date: taken from the newspaper
• Expected Receipt Date: You can enter an expected loading date for the customer's return.
• Serial No. and Lot No.: it is possible to enter the tracking of the price subject to claim
• Warranty date: enter here the expiry date of the warranty stipulated with the customer, to be entered manually
• Expiry date: indicates the expiry date of the batch and serial number
• Return reason code and description: indicates the reason for any return
• Non-conformity No.: it is automatically populated when the non-conformity is generated from the complaint line
• Work status and description: allows you to manually manage the progress status of the line

Manual data entry and link to sales shipment

After manually filling in the line as described in the previous paragraph, it is possible to connect it to a sales shipment.

To do this, use the “Get shipping lines” function by keeping the line you want to attach selected:

A screen will open showing the shipping lines filtered by:

• Sell to - Customer No.
• Item No.
• Variant code
• Quantity shipped not returned > 0

From here you can go and select a single shipping line .

By confirming, the Shipping No. and the Shipping Line No. of the selected claim line will be set:

If a shipping line with Quantity < than the quantity entered in the claim line is selected, an error will be displayed.

After selecting a shipment line you will still be able to change the quantity on the claim line, without exceeding the quantity of the linked shipment line.

If a shipping line with batch or serial number management is selected, tracking will also be added to the document line, including the expiry date, if applicable.

Get shipping lines

By positioning yourself on a line that has not yet been populated, you can proceed with the compilation using the “Get shipping lines” function.

In this case the filters will be:

• Sell to - Customer No.
• Quantity shipped not returned > 0

The filters can then be set manually later:

In this case it will be possible to select multiple rows at the same time.

By confirming, the row(s) will be automatically pre-populated:

In this case, the quantity will also be pre-populated based on the one present in the shipping line, and can then be modified manually while still remaining below the quantity originally shipped.

Release and reopen

Following standard procedures, there is a Release function at the top of the complaint that allows you to make the claim not editable:

In order to make changes, you must have permission to reopen the claim using the Reopen function.

If the claim is not Released it will not be possible to generate a customer return order or a non-compliance.

Customer Return

When a customer return becomes necessary, the document can be generated directly from the claim so that the two remain linked.

A complaint will always correspond to a customer return order.

To create the return, use the "Create Return Order" function found at the top of the complaint:

A reason for the return must be specified for each complaint line, otherwise this error will appear:

Once all the details have been entered, a sales return order will be generated with the name Sell to - Customer No. and the same lines as those found in the claim will be displayed:

The return order number is then entered on the complaint header so that the document can be reopened directly using the "Return Order" function:

When registering the return shipment from the order created by a claim, the shipment number will also be recorded in the header:

Non-compliance

Non-compliance can be created directly from the document line.

The “Create non-compliance order” function allows you to generate a non-compliance per line :

By creating the non-compliance on the line, the Non-compliance No. field is populated:

From now on, it will no longer be possible to use the “Create non-compliance order” function but it will be possible to use the “Open non-compliance order” function which allows you to open the document linked to the claim line.

For the management of non-compliance, please refer to the “ Quality ” documentation on this portal.