Complaints to Vendors

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Overview

If you are not satisfied with the goods you got from a customer, create a complaint and request the goods return.

This process includes the following steps:

  • Get the detailed information on the complaint from the business unit in charge, such as item name, description of detected deficiencies, and other.
  • Identify the vendor and a vendor invoice number.
  • Analyze the warranty conditions.

Send all the collected information to the vendor and indicate how you'd like to sort it out.

The vendor decides how to handle the complaint and informs you about it.

Finding Vendor Goods Batches

  1. Go to Purchases > Purchase documents (all).
  2. Open the Vendor invoice related to the goods to return.
  3. Click the Goods tab to find the Item, Variant, Batch, and Quantity.
  4. Analyze the information.

Creating Complaints to Vendors

  1. Go to CRM and marketing > Complaints.
  2. Click Create.
  3. On the Main tab, select the Vendor.
  4. Specify the working name and the date of issue of the complaint in the Description field.
  5. Describe all details in the Complaint description field.
  6. Select the existing Complaint reason or create a new one.
  7. Specify the Created by and Dated fields.
  8. To attach required files, click Attachments.
  9. If sales adjustment is required, enable Sales adjustment required and click the Accounting information tab.
  10. Fill the Company, an issuing Counterparty, a related Contract, a requested Complaint amount, and Currency.  
  11. On the Parties tab, add a Partner and Contact persons.
  12. Set the Registered status for the document.
  13. Click Save and close.

Note: you can also generate a complaint to vendor based on a vendor invoice.

Sending Complaints to Vendors

  1. Go to CRM and marketing > Complaints.
  2. Open the required complaint.
  3. Send the complaint to the vendor using email, mail, a self-service portal, or other tools.
  4. Generate a business interaction based on the complaint.

Receiving Vendor Decisions

  1. Receive the confirmation from the vendor.
  2. Go to CRM and marketing > Complaints and open the required complaint.
  3. Set the Under investigation status.
  4. Add relevant Comments.
  5. Click Save and close.