Complaints - Reasons and treatments

Complaints - Reasons and treatments

When you issue a complaint, you must select a reason for the complaint and a treatment to specify how the problem should be handled.

Depending on the problem, the following reasons and treatments are automatically entered in the Reason and Treatment selection lists on the Complaint page.

Problem	Reason	Treatment
Quantity delivered is less than quantity ordered	Short quantity	Cancel
Quantity delivered is more than quantity ordered	Over shipment	Back
Substitute item delivered instead of the item ordered	Replacement supply	Back
Items delivered that were not ordered	Not ordered	Accept
Items for which the quantity delivered is zero	Ordered but not delivered	Cancel

Depending on the complaint configuration settings for the supplier, you can select a different reason and treatment for the problem and you can also record additional complaints by inserting additional complaint items.

Reasons

In addition to the default reasons, the following reasons may be available for selection:

Reason	Description
Already cancelled	The order has already been cancelled
Cross delivery date	Goods were delivered too late
Defect	Goods are damaged
Not needed any more	Goods are no longer needed
Wrong recipient address	Goods were delivered to the wrong address
Quality defect	Goods have quality defects

Treatments

Depending on the complaint configuration settings and the reason you have selected, the following treatments may be available for selection. Selecting a specific treatment for the problem may lead to further actions on the part of the system or you may have to carry out further actions yourself.

Treatment	Description	Possible further actions
Accept	Accept the delivered goods	If an over shipment or goods that were not ordered are delivered and you accept the delivery, the icon is displayed. You must distribute the delivered items among the cost centres (requesters) involved.
Cancel	Cancel the order for the delivered goods	If you cancel short quantities or an order for goods that were not delivered, the system automatically issues a cancellation and sends it to the supplier.
Reorder	Order the goods again	If you reorder goods, the system automatically issues a cancellation and creates a new order.
Price reduction	A price reduction has been agreed with the supplier	When you select this treatment, the icon is displayed. You must enter the new price in the complaint item details.
Back	Return the delivered goods to the supplier	If you select the treatment Back, only the delivered quantity is cancelled and the system automatically issues a return for this quantity.
Partial delivery	Accept a lower quantity as partial delivery	If you select this treatment, the corresponding delivery note is automatically closed and is available for invoice processing.
Dispose	Dispose of the delivered goods	If you select the treatment Dispose, only the delivered quantity is cancelled and the system automatically issues a return for this quantity.

Complaints - Reasons and treatments

See also