Complaint

The Complaint form enables users to record, track, and resolve complaints efficiently - whether they originate from customers, suppliers, or internal teams. It centralizes all complaint-related data, helping maintain traceability and streamline corrective actions.

To access Complaint, navigate to:

Path

Complaints → Complaint

For a detailed overview, watch the video Complaint Management.

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When to Use

Use the Complaint form when:

• You need to log and manage a customer, supplier, or internal complaint.
• You want to track corrective actions, sample returns, or quality control tests linked to a complaint.
• You require an integrated record for audits and reporting.

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Complaint Header

The Header section captures the key complaint details for identification, responsibility and tracking.

• Complaint Number: Select and enter a complaint number using the defined Document Series Number.
• Source of the Complaint: Enter the source of the complaint: Customer, Supplier, or Internal.
• Business Partner Details:
  • Select the Business Partner Code (filtered based on the selected Complaint Type).
  • If the Complaint Type is Internal, the Business Partner and Contact Person fields are disabled.
• Contact Person: Enter the Contact Person, filtered based on the selected Business Partner Code.
• Additional Information: Specify Warehouse and Project Code if applicable.
• Complaint Status: Track progress using statuses (Created, Started, On-Hold, Closed), with corresponding dates.
• originator and Owner:
  • Enter an Originator, who started the Complaint.
  • Enter an Owner, responsible for managing the Complaint.
• Alerts: Alerts can be generated to notify the Complaint Manager to assign or update an Owner.

Transaction tab

The Transaction tab records detailed information about item-related and non-item-related complaints.

Item-Related Complaints

• Enter the Item Code, Reason Code, and Transaction Type (e.g., Delivery, Purchase Order).
• Link the complaint to a Document Number, Batch or Serial Number.
• When a Transaction Type is selected, the system filters data relevant to the selected Business Partner.
• Batches, serial numbers, and multiple reason codes can be added or removed as required.
• Add Remarks for contextual details or clarifications.

Non-Item-Related Complaints

• Record general service, process or communication issues not linked to specific items.

Action tab

The Action tab helps manage any follow-up activity such as sample returns or warehouse inspections.

Key Features

• Specify Sample Quantity and whether it is returned from the Customer or sent to the Supplier.
• Define the storage location and date for received samples.
• Automatic alerts notify Warehouse Managers about incoming samples.
• The alert is based on the following query, Status = Started, Business Partner Code and Name, Item Number, Batch/Serial Number, Delivery Date, Warehouse Code, and Warehouse manager.
  • When the sample is received at the warehouse, based on a Return document, an alert is sent to the Complaint Owner.

➡️ Learn more about Alerts.

Notes

Use the Notes tab to record any text-based comments or contextual details about the complaint.

Attachments tab

The Attachments tab allows users to upload supporting documents such as photographs, test results, delivery documents or inspection reports.

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Creating a Quality Control Test

From the Action tab, users can create a linked Quality Control Test when the complaint requires product evaluation.

• Use the “You Can Also” button to generate a new test.
• The system automatically links the complaint to the created QC Test.
• You can also track if the complaint triggered a Product Recall.

➡️ Watch the video: How to Create a Quality Control Test from a Complaint

Creating an Activity for a complaint

SAP Business One’s standard Activity Management is integrated into the Complaint form. You can create, assign, and monitor activities related to a specific complaint.

➡️ Learn more: Activities for CompuTec ProcessForce Documents.

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Complaint Status

Each complaint follows a defined status flow for better tracking:

Status	Description
Created	The complaint record is created but not yet started.
Started	Work on the complaint has begun.
On-Hold	No further action is currently taken; the issue is paused.
Closed	Complaint resolution is complete; no further editing is allowed.

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