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.
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.