Overview
Having a complaint sent to the vendor, we await a response. The response period is usually regulated by general warranty obligations or the terms of the service agreement.
As part of this process, it is necessary:
- to register the acceptance of complaints by vendors with the following decisions: goods return, compensation without returning the goods; or
- to register the refusal of sellers to satisfy complaints.
As a result of this process, the vendor responses to complaints are registered.
Video guide
Register vendor responses to complaints flowchart
Paths
| Paths | CRM and marketing → CRM → Complaints |
|---|---|
| In-app link EN code |
e1cib/list/Catalog.Complaints
|
| In-app link RU code |
e1cib/list/Справочник.Претензии
|
How to register acceptance of complaints by vendors
1. Go to CRM and marketing, then click Complaints under CRM.
2. In the Complaints list, find the document with the Registered status, and open it.
3. In the Complaint document, set the Planned status.
4. Click the Review results tab, and enter the vendor response details.
5. Click the Accounting information, and update information according to the vendor response.
6. Save the document.
How to register refusal of complaints by vendors
1. In the Complaints list, find the document with the Registered status, and open it.
2. In the Complaint document, set the Not fulfilled status.
3. Click the Review results tab, and enter the vendor response details.
4. Save the document.