Process of receiving a customer claim
If the product shows a defect or a service does not match the standard or form advertised, the customer has the right to make a claim.
Below is a typical example of customer claims processing in PANTHEON with concrete examples.
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HINT:
For more information on customer claims processing, see the chapter Service claim processing.
Upon receiving the goods from the customer claim, three options are available: the claimed goods can either be returned or replaced or the claim may be linked to a credit note. For more information on the extended customer claim process and related examples, see the chapter Customer claims processing.
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CASE SUMMARY
End customer Elizabeth Tent, a regular Tecta customer, recently bought a tent LARA 3. She later discovered that the tent fabric of the purchased product was damaged, which is why she decided to make a claim. She brings the product to Tecta's store, where she files a customer claim, which initiates the process of service claim. A typical example of how a customer claim is handled is illustrated in the flow chart below and in the related examples using PANTHEON.
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Process description:
- Receiving to service: Into the document type Received customer claim, information on the customer, claim slip, claimed product and defect is entered and the validity of the warranty is determined. Then, the product is received to stock.
- Issuing to supplier: Using the document Claim made to supplier, a report containing the necessary claim data is created for the supplier and the product is issued from stock.
- Receiving from supplier: Upon receiving the repaired product from the supplier, the product is received to stock using the document Returned claim from supplier.
- Issuing to customer: the repaired product is issued from stock to the customer and a service invoice is created using the document Returned customer claim.
- Servicing report: The tool Claim report is used to track the products received to service and issued from it as well as the status of solved and unsolved claims.
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WARNING
For the service records to function correctly, receiving and issuing service documents must ALWAYS be balanced. This means that every piece or item that has been:
- received to service from the customer, must also be issued to the customer from service;
- issued to the supplier from service, must also be received to service from the supplier.
If this principle is not applied, no record of which claims are still pending and which have been closed will be available.
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