How do I add a customer complaint?

Owned by Customer Quasydoc
Last updated: Sept 22, 2021
2 min read

General


Before you can create a customer complaint; you must have created problem codes in :

Quality assurance > Problem codes

Creating customer complaints


Quality assurance > Customer complaints

  • Click on "New Entry”

This screen provides a tabular overview of all complaints with a set of data when entering the complaint.

 

  • 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)

  • 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.)

As soon as the "handler" button is clicked, the green colored frame of the recipient becomes red.

The recipient can then no longer make changes to the customer complaint.