Complaint
The Complaint form enables users to record, track, and resolve complaints efficiently - whether they originate from customers, suppliers, or internal teams. It centralizes all complaint-related data, helping maintain traceability and streamline corrective actions.
To access Complaint, navigate to:
Complaints → Complaint
For a detailed overview, watch the video Complaint Management.
When to Use
Use the Complaint form when:
- You need to log and manage a customer, supplier, or internal complaint.
- You want to track corrective actions, sample returns, or quality control tests linked to a complaint.
- You require an integrated record for audits and reporting.
Complaint Header
The Header section captures the key complaint details for identification, responsibility and tracking.
- 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 the Business Partner Code (filtered based on the selected Complaint Type).
- If the Complaint Type is Internal, the Business Partner and Contact Person fields are disabled.
- Contact Person: Enter the Contact Person, filtered based on the selected Business Partner Code.
- Additional Information: Specify Warehouse and Project Code if applicable.
- Complaint Status: Track progress using statuses (Created, Started, On-Hold, Closed), with corresponding dates.
- originator and Owner:
- Enter an Originator, who started the Complaint.
- Enter an Owner, responsible for managing the Complaint.
- Alerts: Alerts can be generated to notify the Complaint Manager to assign or update an Owner.
Transaction tab
The Transaction tab records detailed information about item-related and non-item-related complaints.
Item-Related Complaints
- Enter the Item Code, Reason Code, and Transaction Type (e.g., Delivery, Purchase Order).
- Link the complaint to a Document Number, Batch or Serial Number.
- When a Transaction Type is selected, the system filters data relevant to the selected Business Partner.
- Batches, serial numbers, and multiple reason codes can be added or removed as required.
- Add Remarks for contextual details or clarifications.
Non-Item-Related Complaints
- Record general service, process or communication issues not linked to specific items.
Action tab
The Action tab helps manage any follow-up activity such as sample returns or warehouse inspections.
Key Features
- Specify Sample Quantity and whether it is returned from the Customer or sent to the Supplier.
- Define the storage location and date for received samples.
- Automatic alerts notify Warehouse Managers about incoming samples.
- 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.
➡️ Learn more about Alerts.
Notes
Use the Notes tab to record any text-based comments or contextual details about the complaint.
Attachments tab
The Attachments tab allows users to upload supporting documents such as photographs, test results, delivery documents or inspection reports.
Creating a Quality Control Test
From the Action tab, users can create a linked Quality Control Test when the complaint requires product evaluation.
- Use the “You Can Also” button to generate a new test.
- The system automatically links the complaint to the created QC Test.
- You can also track if the complaint triggered a Product Recall.
➡️ Watch the video: How to Create a Quality Control Test from a Complaint
Creating an Activity for a complaint
SAP Business One’s standard Activity Management is integrated into the Complaint form. You can create, assign, and monitor activities related to a specific complaint.
➡️ Learn more: Activities for CompuTec ProcessForce Documents.
Complaint Status
Each complaint follows a defined status flow for better tracking:
| Status | Description |
|---|---|
| Created | The complaint record is created but not yet started. |
| Started | Work on the complaint has begun. |
| On-Hold | No further action is currently taken; the issue is paused. |
| Closed | Complaint resolution is complete; no further editing is allowed. |