Am Dienstag, 10. Februar 2015, 08:11:11 schrieb Mark Hayden:
> > > The blueprint is already very technical :-) so what process did you
>
> have in mind?
>
> > > How does the registration of the complaint work?
> >
> > You create a record and by you I mean what ever you want.
>
> So customers could submit complaints on line perhaps, or employees enter
> complaints they get, etc.
>
> > > Out of free space or against e.g. sales, deliveries or purchases?
> >
> > I don't understand the question. But a complaint can be linked to an
> > other record.
>
> By "out of free space" I think he means not associated with a specific,
> identifiable business activity, for example something that was found in a
> suggestion box, or complaint about how an employee was unhelpful but the
> employee was not identified.
Exactly, thanks for translating....
> Otherwise complaints would be linked to a sale, purchase, project,
> employee, etc.
>
> > > Can the clerk check against these elements?
> >
> > Check what?
>
> If user is viewing complaint they could bring up the sale or other related
> record it was attached to, if any. Similarly if the user is viewing a sale
> etc he/she could check if any complaints were made on the sale. Could also
> run reports related to "satisfaction rates" on sales, etc.
Right....
> > > What are the qualification criteria for a complaint?
> >
> > There is a type.
> >
> > > How should the approval process work?
> >
> > I thought it was obvious with the order of state selection:
> >
> > 'draft' → 'waiting' → 'approved' → 'done'
>
> Complaints sounds like a form of trouble ticket. Perhaps the language would
> be different like received, replied, in process, resolved, etc. Also "done"
> could be the customer is happy or is not happy but you had to give up.
In the Blueprint was stated that the action should be valdated by a third
person, so there is an approval process and associated roles, which need to be
described.
> > > Actions:
> > > Free of charge delivery
> >
> > It is too late otherwise the customer will not complaint about the
> > charge as it will not yet received it. But you can credit the delivery
>
> charge.
>
> Perhaps if the complaint was about delayed delivery or not in stock then
> the delivery charge would be waived in the first place, not charged then
> credited back.
Yes, or for some reason you dont want to take the product back, but just
deliver a replacement.
> > > Offer bonus payment
> >
> > What is that?
>
> Bonus sounds like a reward, perhaps meaning was lost in translation. Refund
> or store credit perhaps.
Refund and store credit describes it as well. In telco they partly use the
expression 'bonus' if they give you a rebate on your phone bill ('you are a
customer for so long, we can offer you a bonus of 5 EUR as
compensation'....something like this)
> > > Offer alternative delivery (different product)
> >
> > I don't understand.
>
> Product is out of stock and cannot be delivered in time, or is
> discontinued. With customer's consent you send a different item of equal or
> greater value. For example a shirt in grey is not in stock so send a white
> shirt of the same style as an alternative.
Exactly
> > > Historize: Is this the funcionality that you can see what user did
>
> which activity, when mails were send etc?
>
> > I don't know.
>
> Does historize mean utilising the general record history feature of Tryton
> or is it more specific to complaints with extra tables to follow the
> actions taken by the user to resolve complaints?
It would be helpful to see what mails with what attachements (for example)
have been send
