Manage Complaint
Efficient 'Manage Complaints' Feature
Effortlessly oversee and address customer concerns with our 'Manage Complaints' feature. It allows access to review all raised complaints in one consolidated space according to their current state/status of complaint, fostering efficient and organized complaint resolution. Through an intuitive interface, users can swiftly navigate and prioritize responses, ensuring timely and satisfactory resolutions for improved customer satisfaction.
Step to Navigate to Manage Complaint
Step 1: Go to the side menu
Step 2: Navigate to “Complaint Management ”and expand the menu
Step 3: Click on Manage Complaint
This page offers enhanced accessibility with a variety of search and filter options, enabling efficiently locating the relevant data they require.
All complaints are presented in a list view, categorized into tabs based on status for easy navigation:
Raised: Newly raised complaints by team members or outlets that are still pending from the service engineer’s end to act.
Visit: Service engineers marked their visit for the complaints to customers
Test Result Submitted: When service engineers submit the test results after visiting the customers and testing the serial key for the mentioned issues.
Resolved: When final decisions on complaints are provided by team members for their eligibility for any further action.
Approved for Warranty: The status where the serial key is approved for warranty.
Repair & Return: The status where the serial key is approved for repair and return.
Closed: The status where serial key complaint for the serial key is closed and no further transactions are required or it got rejected due to the good condition of the battery.
Canceled: The status where the serial key complaint gets canceled by the service engineer due to unavailability of serial key or not the registered serial key etc.
Following are the actions performed on
Edit: Upon redirection to the Edit Complaint page, users gain the capability to modify details related to the customer or the complaint. If the serial key was not initially added, users are provided with the option to include it. However, if the serial key has already been added, users are restricted from editing this particular field.
Assign Service Engineer: This feature facilitates the assignment of any raised complaint to a service engineer.
Reassign Service Engineer: If a service engineer schedules a visit for a complaint but hasn't submitted the test results, a team member can reassign the complaint to another service engineer.
Bulk Assign: This feature empowers users to efficiently assign multiple selected complaints to a service engineer in a single action.
Approve for Warranty: It will designate the complaint as resolved and endorse the decision regarding the serial key as approved for warranty.
Close: It will designate the complaint as resolved and endorse the decision regarding the serial key as closed.
Repair & Return: It will designate the complaint as resolved and endorse the decision regarding the serial key as approved for repair and return.
Track Complaint
When users click on the Reference number from the complaint, they will seamlessly be redirected to the Complaint Track page. This dedicated page offers a comprehensive overview of the specific complaint, presenting detailed information about the complaint date and decision date, the outlet that raised the complaint, the service engineer who submitted the test results, the cause of failure that led to the complaint, and a chronological activity timeline that tracks the entire handling process.
Step to Navigate to Track Complaint
Step 1: Go to the side menu
Step 2: Navigate to “Complaint Management ”and expand the menu
Step 3: Click on Manage Complaint
Step 4: Click on the reference number, User will be redirected to the Track warranty details page and can check all the details of the warranty
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