Extended Complaints and Returns in E-Service 

Use

Extended Complaints and Returns is a Web application that is functionally distinct from Complaints and Returns in Internet Customer Self-Service (ICSS). It is a fully featured application that can, for example, be used in the manufacturing industries where, in a B2B scenario, a manufacturer and his or her dealers want to handle a large volume of service part transactions in a fast and convenient way.

On the integrated one-page UI of the Extended Complaints and Returns Web interface, a dealer can search for, display, create, and submit complaints and returns. The submitted transactions are then processed in the manufacturer’s system in CRM Enterprise. Eventually, the dealer can view and follow up on the results.

Features

The Web UI of the Extended Complaints and Returns application consists of three parts:

• In the navigator on the left, a dealer can search for transactions and view them in a result list. From the result list, he or she can call up individual transactions and display them in detail in the work area located in the center of the page.
• The work area is also where the Welcome page is displayed when a dealer enters the application. The Welcome page consists of links for quick creation of complaints and returns and for calling up specific worklists.
• In the history bar on the right, the history of visited business transactions is displayed. Again, a dealer can call up individual transactions from the history and display them in detail in the work area.

A dealer can use the Web UI to carry out these tasks:

●      Search for and display transactions

Transactions can be complaints or returns, or reference transactions. Reference transactions can be orders, invoices, deliveries, product service letters, surplus return requests, service parts logistics (SPL) return requests, or handling units (HU).

A wide range of search criteria, such as type, business partner, creation date or interval, product, or status are available.

●      Create complaints or returns

Complaints and returns can have different types and can be created from scratch or from a reference transaction. Reference transactions for complaints can be orders, invoices, deliveries, or handling units. Reference transactions for returns can be product service letters, surplus return requests, or SPL return requests.

To create complaints or returns from a reference transaction, a dealer can either create the complaint or return directly from the Welcome page and enter the reference transaction number manually, or, if he or she does not remember the number, search for and display the reference transaction first and copy the data into the new complaint or return.

For example, when creating a complaint from an HU, a dealer can either enter the HU items directly into the complaint or display the complete HU list and copy all or some of the HU items from that list into the complaint. In both cases, the system checks whether the HU belongs to the dealer or to the business partner hierarchy of the dealer. It then determines the item and item quantity from the invoice that corresponds to the HU. When copying from a list, the dealer can select a complaint type, complaint item type, and reason code as defaults for all complaint items.

When creating a complaint or a return, a dealer can attach files on item level, such as a digital image of the damaged part or other evidence to support his or her case.

When displaying a new or used part return, the dealer can view the manufacturer’s inspection results for each return authorization item and check decision codes, defect codes, and effort codes. Depending on the inspection results, the dealer is refunded in full or in part, which is why he or she is interested in viewing the inspection results, especially those that are pricing-relevant.

With SPL-requested returns, the service parts logistics (SPL) owner, that is, the manufacturer, is short of a specific part and, by means of a campaign, requests the dealers to return that part. Each dealer who has that part in stock can create a return request with reference to the campaign and get refunded accordingly. To find such a campaign, the dealer can search the reference transactions for the SPL return request and create a return with reference to the desired request.

With used part returns, the dealer may only enter the name of the exchange group if he or she is not sure of the correct product number. From the exchange group, the manufacturer’s system then determines the corresponding product.

●      Confirm or resubmit rejected items

If a complaint item or return item was rejected by the manufacturer, no matter whether it was rejected manually or automatically, the dealer can either confirm or resubmit the rejected item. Before resubmitting it, he or she can add further attachments to support his or her case.

From the bottom of the Welcome page, the dealer can call up a list that may contain rejected items from different transactions. He or she can then either confirm the rejection or display the items individually, enter a resubmission text or attachment, and resubmit the item.

●      Process scrapping items

To reduce costs or to avoid shipping of hazardous parts, a manufacturer may prefer scrapping of items to take place at the dealer's site rather than at the manufacturer's site. In that case, the manufacturer issues a scrapping authorization rather than a return authorization. Not until the dealer confirms the scrapping is he or she credited.

From the bottom of the Welcome page, the dealer can now call up a list that may contain scrapping items from different transactions. In this list, he or she can select the items that were scrapped and submit this information to the manufacturer.