Receiving to service – receiving a customer claim

The person responsible receives the goods from the claim made by the customer. Together with the customer, the person responsible completes the customer claim form (as shown in the image below) and records the event in PANTHEON using the document Receiving to Service – Received customer claim.

This chapter shows how to receive a product from the customer claim to stock.

CASE SUMMARY The end customer Elizabeth Tent brings the damaged product, a tent LARA3, a copy of the invoice and a photo of the damage to the service department. The product is received by the person responsible at the service department. The person responsible receives the product and carries out the procedure for receiving a customer claim as follows: Creating a received customer claim document Entering data into the header of the received customer claim Entering data into the item lines of the received customer claim Checking the value of the received customer claim and entering notes Importing additional documents into documentation Creating a received customer claim report

1. Creating a received customer claim document

To create a customer claim document, the person responsible opens the menu Service | Receiving | From customer and selects the corresponding document type: 1310 - Received customer claim.

The form 1310 - Received customer claim opens, where the person responsible clicks the toolbar button (Insert record).

2. Entering data into the header of the received customer claim

In the document header, the person responsible selects the customer, fills in the details of the claim and checks the data entered. From the Subjects register, the customer Elizabeth Tent is selected, while the fields Number and Date are filled in automatically when the document is created.

In this case, the end customer signed the claim slip and delivered the product in person.

The details of the claim slip are entered into the field Claim slip, in this case: RK – 22/ 003 and the date of the signature of the customer claim form is entered into the field Date.

The person responsible specifies personal delivery in the field Deliver via by selecting the option 1 - In person from the drop-down list.

3. Entering data into the item lines of the received customer claim

The person responsible then enters the item lines on the received customer claim document. The item lines contain information about the items that are received for servicing.

The customer purchased the product directly from Tecta and brought a copy of the invoice with the product (see the image below), so the person responsible can fill in the item lines by linking the documents in PANTHEON.

This is done by clicking the button Find Doc. to find the linked document.

In the form, the person responsible uses the filters to find the relevant document. In the field Customer, the person responsible enters the name of the customer, Elizabeth Tent and selects the button Refresh. A list of all invoices issued to the customer Elizabeth Tent is displayed. From the list, the person responsible selects the document 22-3100-000004, which was used to purchase the item LARA3 from the customer claim.

Once the item and linked document are selected, the following fields are automatically populated in the item line:

• Product information
• Quantity and unit of measurement
• Serial number – if the product has one
• Number and date of the issuing document
• Warranty and validity of the warranty
• Valuation price
• The department that issued the product from the customer claim

The person responsible then enters the defect ID 008 – torn tent canvas in the column Defect description and describes the fault in more detail, as described in the claim slip or as evident when inspecting the product from the customer claim.

WARNING Data that is populated automatically should always be checked. PANTHEON automatically populates the quantity that was originally issued when linking the issuing documents to the service documents. It also automatically populates the warranty data, according to the data in the Items register and the dates of issue and receipt of the goods for servicing. The validity of the warranty requires additional assessment by the person responsible.

4. Checking the value of the received customer claim and entering notes

In the footer of the form Received customer claim, the person responsible keeps track of the value of the received customer claim. The value is the total of the valuation prices of all item lines in the document.

In the field Document note, the person responsible enters a meaningful note, in this case about the next claim process step and the customer contact.

5. Importing additional documents into documentation

Then, the person responsible imports the attached photo of the damage and a copy of the claim slip into the PANTHEON documentation.

To import the photo and the claim report, the person responsible opens the tab Documentation and double-clicks the empty field in the column Document of the empty row.

A window Open appears on the screen, as shown in the image below. In the window, the person responsible searches for the desired file and adds it to the Documentation using the button Open.

Then, the document type, the date of validity and the name of the attached document is specified.

6. Creating a received customer claim report

Finally, the person responsible creates a receiving slip to be used for internal records or as an attachment to the product from the customer claim.

This is done by clicking the button Report at the bottom of the window Received customer claim or by selecting the toolbar icon (Reports).

This opens a report window, where the report can be exported to the desired format or printed using a connected printer.

IMPORTANT Localized images for this page have not been generated yet and will be inserted at a later stage.