Issuing to customer – returned customer claim

The product from the customer claim that has been issued it to the supplier for repair has now been received back to stock using the document Returned claim from supplier. In the next step, the repaired product is issued to the customer from Service, the stock is accordingly reduced and the service invoice is issued to the customer. In PANTHEON, this is done using the document Returned customer claim.

CASE SUMMARY The customer was informed by the person responsible at the Services Department that the tent LARA3 had been repaired and was ready for collection at the store. When the customer arrives to collect the tent, the person responsible creates an issue document in PANTHEON, issues the product LARA3 from stock, fills in the details accordingly and prints out the invoice to be issued to the customer. The repaired tent is returned to the customer. This is done as follows: Creating a returned customer claim document Entering data into the header of the returned customer claim Filling in the item lines of the returned customer claim Checking the value of the returned customer claim and entering notes Exporting to documentation Printing a returned customer claim invoice

1. Creating a returned customer claim document

To open a new issuing document for the customer, the person responsible opens the menu Service | Issue | To customer and select document type 3310 - Returned customer claim. The form Returned customer claim opens, where the person responsible clicks the toolbar button (Insert record).

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

The person responsible enters the customer Elizabeth Tent in the document header and fills in the remaining required information.

In the field Dept., the person responsible enters Service, that is the department that issued the goods. In the field Record, the person responsible enters the number RK-22/0003 and the date of the claim slip that the person responsible completed together with the customer when the product was received to service for repair. The customer has come to collect the repaired product in person, which is why the option 1 - In person is selected in the field Deliver via.

3. Filling in the item lines of the returned customer claim

Then, the person responsible fills in the item lines on the returned customer claim document. The item lines include the information about the items that are issued from the service.

The customer claim was received to PANTHEON using the document Received customer claim. Other documents Received customer claim that were received from the selected customer and have not yet been resolved are shown in the section Unsolved claims of the tab Fill in lines.

Double-clicking the selected item LARA3 adds the item from the document to the section Returned goods, where the person responsible specifies the quantity of the returned products in the column Quantity.

After adding an item line to the section Returned goods, the item line is also shown on the tab Lines. The selected item is no longer displayed in the section Unsolved claims. In the field Descr. of repairs, the person responsible enters the Sewing of fabric. In the field in the column Cost ctr., the person responsible selects Services from the drop-down list. The remaining information in the item line is automatically populated from the previous linked documents.

The product is under warranty, which is why the Price is marked as 0,00.

HINT You can also add an item by typing it directly into the item line on the tab Lines or by using the button Find doc.

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

In the footer of the window Returned customer claim, the person responsible keeps track of the value of the returned customer claim. The fields show the total value of the document in the selected currency. In this case, all values show zero, because the product is under warranty and the customer does not need to cover the repair costs.

In the field Document notes field, the person responsible enters a meaningful note or information regarding the customer's confirmation that the product was appropriately repaired.

5. Exporting to documentation

Once all the necessary data is entered, the person responsible can print the issuing document, that is the service invoice.

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

The reports window opens, where the invoice can be saved to PANTHEON Documentation by clicking the button (Send PDF to documentation) in the toolbar.

After the invoice has been saved, it is automatically linked to the document used to create it. The person responsible can view it at any time by clicking the button (Import/Export data) and selecting the option Show documents from the drop-down list.

6. Printing a returned customer claim invoice

In the opened reports window or document viewer, the person responsible prints the invoice by clicking the button (Print) using the connected printer.

The invoice (see the example image below) is then given to the customer together with the repaired product. This successfully completes the claim process.

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