Complaint
The Complaint form allows you to input all the necessary details for creating and managing a complaint. This includes specifying the document type (Customer, Supplier, or Internal), Contact Person, Warehouse, and any required actions to address the complaint effectively.
Complaints → Complaint
For a detailed overview, watch the video Complaint Management.
Complaint Header
The Complaint form header provides a user-friendly interface to manage key details, including:
- Complaint Number: Select and enter a complaint number using the defined Document Series Number.
- Source of the Complaint: Enter the source of the complaint: Customer, Supplier, or Internal.
- Business Partner Details:
- Select and enter the Business Partner Code. The lookup table filters business partners based on the Complaint Type.
- If the Complaint Type is Internal, the fields for Business Partner Code, Business Partner Name, and Contact Person are disabled.
- Contact Person: Enter the Contact Person, filtered based on the selected Business Partner Code.
- Additional Information: Enter details such as the Warehouse and Project Code.
- Complaint Status: Manage the complaint's progress by selecting a Status (Created, Started, On-Hold, or Closed) and setting the corresponding Date.
- originator and Owner:
- Enter an Originator, who started the Complaint.
- Enter an Owner, responsible for managing the Complaint.
- Alerts: Generate alerts to notify the Complaint Manager for assigning an Owner.
Transaction
The Transaction tab allows users to log both item-related and non-item-related complaints with detailed information:
- If the Complaint is Item related, the user enters the Item, and optionally, a Reason Code, indicating the cause of the Complaint.
- The user can also enter the Transaction Type and the associated Document Number relating to the Complaint, along with Batch and Serial Numbers.
- When a Transaction Type is selected, only data associated with the relevant Business Partner is displayed.
- Batches and Serial Numbers can be added and deleted.
- Multiple Reason Codes can be added and deleted for recording and analysis purposes. Reason Codes can be added and deleted.
- A remark can also be added to provide further context or clarification.
Action
The Action tab is designed for situations requiring additional steps, such as managing sample returns:
- If additional Action is required, the user can enter a sample quantity to be returned either from the Customer or to the Supplier.
- The sample can be tracked by specifying the relevant Date and the location where the sample will be stored.
- An alert is sent to Warehouse Managers to notify them of incoming samples. To know more on "Alerts", click here.
- The alert is based on the following query, Status = Started, Business Partner Code and Name, Item Number, Batch/Serial Number, Delivery Date, Warehouse Code, and Warehouse manager.
- When the sample is received at the warehouse, based on a Return document, an alert is sent to the Complaint Owner.
- To know more, click here.
- The alert is based on the following query, Status = Started, Complaint No, Business Partner Code and Name, Item Number, Batch/Serial Number, Received Date, Warehouse Code, and Complaint Owner.
Notes
The Notes Tab is a text field for any Complaint related information.
Attachments
The Attachments Tab allows the user to upload relevant documents relating to the Complaint.
Creating a Quality Control Test
- From the Action Tab, the user can check that the Complaint requires a Quality Control Test and create a Quality Control Test from the "You Can Also" button.
- The user can also check that this Complaint was the source of a Product Recall activity.
- To know more informarion, click the video: Creating a Quality Control Test from a Complaint
Creating an activity for a complaint
The standard SAP Business One activity functionality is available to create and check within the Complaint form. To get more information on the subject, click here.
Complaint Status
Complaint statuses allow tracking the progress of each case:
- Created – a document is created but not yet started; create Date can be set up.
- Started – a document is started, Started Date can be set up.
- On-Hold – a document is on-hold (no action is taken on it), On-Hold Date can be set up.
- Closed – a document is closed; no further editing can be done.