Complaints#
Returns, faults, withdrawal from contract. Three screens: the complaint list, statuses and solutions.
Find them under Eshop → Reklamace.
What a complaint holds#
| Field | Meaning |
|---|---|
| Order | the one it relates to |
| Customer | name and contact copied from the order |
| Description | what the customer reports as the fault |
| Requested solution | what the customer wants |
| Solution | how you eventually settled it |
| Status | which stage it is at |
| Internal note | your note; the customer does not see it |
Requested solution and solution are two separate fields
When raising a complaint the customer states what they would like — a replacement, a repair, a refund. You record how you settled it. When the two differ, the reason is visible: the request stays on record.
Complaint statuses#
As with orders, a status triggers something:
| Toggle on the status | What it does |
|---|---|
| Send email | tells the customer about the progress |
| Return goods to stock | puts the returned item back into stock |
| Final | marks the complaint as closed |
The default sequence is created → received → in progress → approved / rejected / partially approved. Each of those three outcomes is already a final status — there is no separate "closed" step on top.
“Return goods to stock” also stocks a faulty item
The toggle merely increases the quantity. When the goods are faulty and heading back to the supplier, it puts your stock out of step with reality. Enable it only on statuses where goods genuinely return to sale — undamaged returns, not faults.
Creation from the website#
When a customer submits a complaint on the website, the complaint, its attachments and the confirmation email to the customer are saved as one unit. If an attachment cannot be saved or the email cannot be queued, the complaint is not created and the customer is asked to submit again. You will never find a complaint with missing attachments in the overview.
The website refuses a complaint with an e-mail or phone, or from an IP address, on the blacklist.
Attachments#
In the administration you can attach photos of the fault or documents to a complaint — in the complaint edit form, in the Attachments part. Below the upload area a hint says which formats and how large files the system accepts; for a complaint that is JPG, PNG, GIF, WEBP and PDF, at most 10 files of 20 MB each. Photos are not reduced on upload, they are saved in their original quality.
Procedure: attaching a file#
- Open the complaint for editing.
- In the Attachments part, drag the files onto the upload area or pick them by clicking.
- Save the form.
If you click save before the files have finished uploading, the form waits. It shows the message "Please wait until the files finish uploading — the form will then be saved automatically." and saves itself once the upload is done, with no further click.
A removed attachment disappears on saving
You remove an attachment in the upload area; saving the form takes it off the complaint. Remove only files you really do not need — in a dispute with the customer they may be the only evidence.
Changing the status#
A complaint's status changes only through the Change status form (the button on the complaint). The ordinary edit form does not change it — it saves the description, note, contact details, dates, solution and attachments, but the selected status stays as it was. This way every status change triggers what is attached to the status (the email to the customer, the return to stock).
You can create a new complaint in any status except one with the Return goods to stock toggle — the return would otherwise be skipped. The initial status selector does not offer such statuses.
After the stock return#
Once a transition into a status with the Return goods to stock toggle has created a stock document with the return:
- The complaint's items are read-only. A table without editing is shown, with a message giving the stock document number. You can still edit the description, the internal note, contact details, dates, solution and attachments.
- The status can change only to a status that includes the return — in the default sequence between approved and partially approved. The Change status form offers no other statuses.
- The complaint cannot be deleted. The delete button is not shown, and an attempt to delete it from the overview ends with a message that a stock document exists for the return. Nothing is deleted.
If the status change fails after the return has been booked, the system cancels the return itself with a counter-document and the complaint keeps its previous status. Simply repeat the status change.
Complaint solutions#
A code list of settlement types — the defaults are custom solution, new product, repaired product, refund; you can add more. It is managed separately so the overview can be filtered by it.
Handling a complaint#
- Open the complaint and read the description and the requested solution.
- Switch to received — the customer gets a confirmation.
- Assess it and switch to in progress.
- Pick a solution and switch to approved, rejected, or partially approved.
- For a refund, issue a credit note — see Invoices.
A refund is not just a status change
The complaint status neither sends money nor issues a credit note. That happens in Orders by switching to returned, or manually in Invoicing.
Withdrawal within 14 days#
The statutory period for distance selling. It is not a fault — the goods come back without a reason given.
Separate returns from faults with a solution of their own
Create a solution called Withdrawal from contract. The overview can then tell faults from returns — otherwise the numbers are counted together and distort your view of product quality.
The internal note#
The Internal note field is not shown to the customer. It is for what you found out, who you spoke to, what the supplier replied.
Check your facts before writing anything about the customer
The note is stored in the system and can be requested in a dispute. Write factual findings only.