Complaints and returns
Complaints and returns covers both a quality issue process and a complex logistics overview. In addition to register a quality issue, this process gives to the possibility to follow up the operational handling of a complaint dependent of a set of complaint and return scenarios.
Output from complaints and returns process
Complaint from customer is registered.
The customer complaint is followed up.
Handling of the financial aspects of returns or complaints.
The situation concerning complaints and returns can involve a complex logistical process with return of goods, repair or re-delivery, return to your suppliers and the financial impact this has. All these details need to be registered correctly and followed up through several steps. The reason for that is to ensure a clean and efficient complaint or return situation which result in the continued business relationship with the customer or supplier. Another aspect is the financial situation. A return situation will inevitably cause a financial disorder, which needs to be handled correctly so the ledger is true.
Tasks involved in this process
Create a customer deviation document - The customer deviation is registered in a specific document for further processing.
Follow up on the complaint workflow - The complains are set in a workflow where the issues are followed up.
Handle the accountancy impact - The solutions performed may have financial impacts which needs to be resolved for the accounts.
Create a supplier return document - If the quality deviation comes from the supplier side, the issue is registered as a supplier issue.