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Creating customer complaints
Basic data > Quality assurance > Customer complaints
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Nr : complaint number automatically generated when creating the complaint
Status : status automatically generated and depending on the stage of the complaint. The following statuses can occur:
New entry : created complaint that has not yet been sent to a handler
To be treated: awaiting an action by the handler
To be validated: awaiting approval of the action taken by the QA manager
Commercial handling: awaiting a commercial action
Completed: complaint fully processed
Date complaint : date on which the complaint was created
Description (short) : short description of the complaint
Customer : select via the button "CUSTOMER" the customer to which the complaint refers.
Description (detailed) : give a detailed description of the customer complaint. Explain clearly what is wrong.
Action by : person currently responsible for the progress of the action (depends on the status of the complaint)Customer : customer who made the complaint
Product : product to which the complaint relates
Problem code : code assigned when entering the complaint. If you have not yet created any problem codes or wish to add a specific one you must do this first before you can create the complaint. (see general - top)
Handler: person responsible for the treatment of the customer complaint. (depends on the problem code, not on the status of the complaint)
Upload file: Upload the customer complaint email if the complaint was received via email and any photos that belong to the customer complaint (you can upload 1 file at a time à upload file, save, upload new file, save, etc.)
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