On 10 Feb 08:11, Mark Hayden wrote: > On 10 Feb 2015 07:40, "Cédric Krier" <[email protected]> wrote: > > > > On 10 Feb 13:50, Axel Braun wrote: > > > 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.
Yes the origin could be empty but the list of possible action will probably be limited. > 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. As usual in Tryton, the relate functionalities will be available. And probably a relate from sale to linked complaint is a good addition. (added) > > > 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, For me received is not really a state. 'draft' means the employe is still working on it (filling the case with the customer, trying to find a solution etc.) > replied, This is a state that has meaning to the customer but he is not a user of the system. So here 'waiting' means the employee is waiting the approval of the chief. > in process, For me, 'approved' is better because it is what the employee is looking for. Because once the complaint he manages is approved by his chief then he can process the actions. > resolved, etc. Also "done" > could be the customer is happy or is not happy but you had to give up. I think it is a too simple way to see it. When the complaint is set to done, it just means we have done the actions for which there was an agreement with the customer. Of course he can complaint again and so a new complaint will be created. So for me, the satisfaction of a customer should be seen as the ratio of complaint done over compaint cancelled. Because when it is cancelled, it means the customer complaint about something but you did no action. > > > 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. So it is a credit note action. Or if you have a more complex setup with credit card etc. of course you will need to define a new action for that. > > > Offer bonus payment > > > > What is that? > > Bonus sounds like a reward, perhaps meaning was lost in translation. Refund > or store credit perhaps. The quantity and unit price is defined on the action of creating sale or invoice base on sale line or invoice line. So it covers the free product. > > > 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. This is not a customer complaint because you are proactive on the topic. And in this case, I think nothing new is needed for Tryton as you could just edit the shipement to change the product. > > > 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? I have no idea that's why it is in future improvements. -- Cédric Krier - B2CK SPRL Email/Jabber: [email protected] Tel: +32 472 54 46 59 Website: http://www.b2ck.com/
