Overview
Any problems with goods, services, or violation of other terms of sale may result in complaints to vendors. All business-specific procedures are usually defined in the Supply Relationship Management policy in the enterprise.
If the problem is with items of goods with a specific batch number, you will need to locate the relevant goods receipts and invoices to request a return of the goods. In addition, the terms of the warranty are often reviewed at this stage.
For all cases, including goods and services, detailed information on the complaint is collected and captured in the complaint document. It includes a product name, references to purchasing documents, a case description, a description of detected product deficiencies. The complaint and all the collected information is sent to the vendor. Oftentimes, the time frames for complaint processing by the vendor are specified in the warranty or in the terms of delivery.
As a result of the process, complaints are created and sent to the vendor.
Video guide
Create complaints to vendors flowchart
Paths
| Paths | Warehouse and delivery → Warehouse reports → Inventory analysis → Item batch movement |
|---|---|
| In-app link EN code |
e1cib/data/Catalog.ReportsOptions?ref=978834415df939ee11edf3286dcb92a4
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| In-app link RU code |
e1cib/data/Справочник.ВариантыОтчетов?ref=a7a9000d884fd00d11e4c1801775013e
|
How to find goods receipts and invoices by batches
1. Go to the Quick menu, then click All reports under Reports.
2. In the Reports list, navigate Warehouse and delivery, Inventory analysis, then find and open Item batch movement.
3. In the report, select the Item, select the Batch, click Generate.
4. Find the Goods receipt document reference, receipt Date, the Sender, and the quantity in the Received column.
5. Go to the Goods receipt document, click the Reports → Related documents, select the relevant Purchase order, click Build from selected item, find and open the Vendor invoice, click Goods tab and check the item name is correct.
Paths
| Paths | CRM and marketing → CRM → Complaints |
|---|---|
| In-app link EN code |
e1cib/list/Catalog.Complaints
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| In-app link RU code |
e1cib/list/Справочник.Претензии
|
How to register complaints to vendors
1. Go to CRM and marketing, then click Complaints under CRM, click Create.
Note
or In the Vendor invoice document, click Generate → Complaint.
2. In the Complaint document, select the Complaint → Vendor.
3. Click the Main tab, select the Vendor.
4. In the Description field, specify the working name and the date of issue of the complaint.
5. Describe all details in the Complaint description field.
6. Select the existing Complaint reason or create a new one.
7. Enable Sales adjustment required if it is requested, then click the Accounting information tab, select the Company, the issuing Counterparty, the related Contract, the requested Complaint amount, and the Currency.
8. Click the Parties tab, add a Partner and a Contact person.
9. Set the Registered status, and Save the document.
10. Click the Complaint print form, print it, and send to the vendor.