Skip to main content

Register and resolve a customer complaint

Procedure​

  1. Open CRM and marketing > Complaints. Select the customer and enter the issue description, cause and responsible employee.
  2. Attach the source invoice, return or supporting file and save the complaint. Verify its registered status and links.
  3. Create the action plan with deadlines and responsible people. Where assignment is needed, create assigned tasks and check the recipient’s task list.
  4. Set in progress while work is performed and record interactions under the complaint topic.
  5. Record the result, cause and responsible party; choose resolved or unresolved according to the actual outcome.
  6. If compensation is required, have the responsible accountant inspect claim-balance tracking and accounting details, then create and reconcile the separate debt adjustment/payment. Closing the CRM complaint alone does not create a refund.
  7. Generate the complaint statistics for the chosen period and compare registered/resolved counts and cause grouping.

See also: Approve a return request and process replacement goods, Use return credit, refund money or correct a sale price.