This topic is about solving customer claims whereby you have received an
item that does not exist in the product mix anymore (you do not sale it anymore)
or you have agreed to replace the returned item with another one.
Example: The customer submits a claim for four items he bought from
you. You repair two of them and return them to the customer whereby for the
one item the service is chargeable and you issue an invoice for. You replace
the third item with a working one and issue a credit note for the fourth item.
1. Replacement of Item through Service Order
1.1. Received Customer Claim Lines
Item MSTOLG/XC102 will be replaced with the Item MSTOLG/XC102-A.
1.2. Replacement
On the Create Claim tab you
have previously already issued the item RACLPHAJ3225/00, the item was repaired.
Now you want to replace the item MSTOLG/XC102, which cannot be repaired, with
the item MSTOLG/XC102-A.
Create the processing of issue as usually (see
Data about Returned customer claim). First, transfer data of the received
item in the Returned goods section
- item MSTOLG/XC102:
Secondly, in the Item field
select the item you want to issue instead of the received item. In our example,
instead of the item MSTOLG/XC102 select or enter the item MSTOLG/XC102-A and
enter the Quantity field:
2. Replacement through the Returned Customer Claim
2.1. Fill Lines
A click on the Fill Lines
panel will open a
form with two sections of lines, the Unsolved complaints
section above and the Returned goods
section below. Through this document you have previously already issued the
item RACLPHAJ3225/00. Now, you will instead of the item MSTOLG/XC102 issue the
item MSTOLG/XC102-A.
2.2. Replacement
Create the issue processing as usually (see Returned
customer claim). First, transfer data of the received item in the
Returned goods section - item MSTOLG/XC102:
Secondly, in the Item field
select the item you want to issue instead of the received item. In our example,
instead of the item MSTOLG/XC102 select or enter the item MSTOLG/XC102-A and
enter the Quantity field:
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The balance of issuing and receiving quantities/item/goods
is established!
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3. Returned Customer Complaint Report
Customer claim is seen/available in the
solved complaints report:
General description of functions:
Linked topics: