Overview

The customer complaints with goods return scenario includes a process flow that deals with consumer complaints relevant to sales disputes and resolved by physical return of goods to the customer.

Complaints that require physical return of products are mainly related to disputes around delivery that do not meet the confirmed product specification and quantity.

In rare cases, there may also be disputes about the delivery timing and goods damages that took place during transportation to the customer.

This type of complaint initiates the physical return of products by the customer. Further processing, including a credit note issue, depends on the inspection results of the returned products.

Customer complaints with goods return flowchart

Links to User Guide

• Capture and evaluate customer complaints
• Create project plans
• Perform project activities
• Create sales return requests
• Carry out internal approval
• Follow up sales return request progress
• Issue sales adjustments for goods return
• Create payment requests for accounts payable
• Approve payment requests
• Perform outgoing payments without bank EDI
• Close customer complaints

Links to Setup Guide

• Items
• Distribution warehouse structure
• Basic warehouse operations
• Customer relations
• Payment transactions
• VAT accounting