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Creating complaints
If the delivery of an order is incorrect, for example, if too few items are delivered, the system prompts you to issue a complaint when you close the delivery note for the goods.
You can also issue complaints for goods that were delivered correctly, for example, if the correct quantity was delivered, but the goods are faulty.
If you have the appropriate user rights, you can issue complaints even if the delivery note has been closed.
Issuing complaints when prompted by the system
If you close a delivery note on which there are differences between the quantities ordered and the quantities delivered (see Issuing a delivery note), the Delivery note check page is displayed.
Depending on the problems with the delivery and the settings defined in the basic contract, the following sections may be displayed on the Delivery note check page. In each section, you must select a handling method for the problem or issue a complaint.
Select an option in each section and click the Save button.
Section |
Description |
|---|---|
Short quantity |
Displayed if the quantity delivered is less than the quantity ordered. If the settings in the basic contract permit partial deliveries, you can accept short quantities as partial deliveries. If the basic contract does not permit partial deliveries, you must issue a complaint. |
Over shipment |
Displayed if the quantity delivered is more than the quantity ordered. If the settings in the basic contract permit over shipments, you can accept the over shipment. Pro forma orders are created for the new items and displayed in the Status list. If the basic contract does not permit over shipments, you must issue a complaint. |
More problems |
Not ordered articles Displayed if additional items were delivered that had not been ordered. You can accept the additional items or issue a complaint. Replacement Displayed if substitute items were delivered instead of the items ordered. You can accept the substitute items or issue a complaint. |
No more problems |
Displayed if the correct quantity was delivered. You can accept the delivery or issue a complaint, for example, if the goods are faulty. |
If you have selected the option Complaint, the Complaint page is displayed.
- If necessary, in the Amount complaint field, enter the quantity for which you want to issue a complaint. By default, this is the difference between the quantity ordered and the quantity delivered.
- In the Reason selection list, select the reason for the complaint. Which options are available here depends on the complaint configuration settings that have been defined for the supplier.
- In the Treatment selection list, select the handling method for the complaint. For example, over shipments may be accepted, returned to the supplier or disposed of. Which options are available here depends on the complaint configuration settings that have been defined for the supplier.
See Reasons and treatments for complaints for detailed information on the available reasons and treatments.
- Click Save.
Depending on the complaint configuration settings and the treatment you select, further actions may be necessary. For example, if you select the treatment Price reduction, you must enter the new price that was agreed with the supplier.
Issuing complaints for closed delivery notes
If you have the appropriate user rights, you can issue complaints even if the delivery note has been closed.
- On the page Delivery administration, click the Delivery administration link.
- Click the icon
next to the delivery note for which you want to issue a complaint. - Click the Complaint tab.
- Click the New entry button.
The Complaint page is displayed.
- In the Amount complaint field, enter the quantity for which you want to issue a complaint.
- Select a Reason and a Treatment from the selection lists and click the Save button.
See also |