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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.

Path

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.

Complaint

Transaction

Transactions

The Transaction tab allows users to log both item-related and non-item-related complaints with detailed information:

Complaint

  • 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

Complaint 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

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.