Chapter 8: After-Sales
Navigate to CRM > Complaints
CRM complaints can be to record a complaint received from a contact, customer, or supplier. The records allow users to keep trac of complaints and make sure the correct, necessary events have been completed to get a resolution. This will help avoid customers chasing and leaving bad reviews.
To create a new complaint, select +new at the top of the complaints screen. This will display the complaints record for users to populate with all known details. Not all fields are required however the more that is populated the easier dealing with the complaint later will be. We advise to set a due date and priority number for the complaint as this will influence a notification to display on user’s summary screens when complaints are due helping make sure complaints are actioned on time and never go overdue.
Once a complaint record has been created it will display on the complaints screen where users get an overview of the record and can then action the complaint. Live other screens in business cloud users can apply filters to show complaints relevant to them.
To view complaints, select actions against the record, followed by show. This will display the complaint and users can view all previously recorded details as well as editing, adding notes and uploading files if integrated with drobox. To complete complaints edit the record and tick the option ‘complete’
Credit notes can be created from a complaint selecting actions against the complaint record followed by raise credit or they can be created from the credits & refunds screen that sit under both the customer module and the supplier’s module. When creating new credit notes in business cloud you will be presented with 3 options to choose from; credit note from invoice, credit note and credit note & refund.
Credit note from invoice: when selecting this option users will first need to select the invoice in which the credit relates to.
Once selected the credit note will display. The credit note is split into 3 sections, details, order items and document notes. As the credit is linked to an invoice all the details will be populated however users can amended the credit date, link it to a complaint and link to a non-conformance if required.
Within the order items section all invoiced item lines, prices, qtys and locations will display as per the invoice for users to confirm the credit price, credit qty, returns qty, stock and if required returning serial numbers. Credit lines MUST have a credit qty of x1 unless the ‘do not include’ option is enabled.
Once the details and order items for the credit have been confirmed users can add notes to the credit and select to create a refund.
When saving the credit note If ‘refund’ is selected the receipts screen will show next otherwise the credit note document will show that can be printed and / or emailed and the credit will be added to the account.
Credit note: when selecting this option users will be taken straight to the credit screen. As there is no link to an invoice, users will need to populate the details and order items for the credit manually. They can then save the credit adding it to the account or select to create a refund taking them to the receipts screen to record the refund.
Credit note & refund: when selecting this option users will first need to select the invoice in which the credit relates to and follow the standard credit note process. When saving the credit they will be taken to the receipts screen to record the refund.