Management of customer's claims

Business level process

A customer claim is a customer complaint about a part and can occur for multiple reasons:

Wrong sales price.
Broken part.
Technical deficiency.
Missing part.
Excess of units of the served part.
Part return request.

When the customer indicates that he wants to create a claim on one or several parts, he sends us information about it, with this information we must create a document with the following data:

Header: where the customer and the claim date are indicated.
Detail: parts, type of claim, sales invoice, amount and units.

The detail lines of a claim can have different types of claim, for example, if a claim has 5 lines, two of the lines can be claimed for wrong price, another for breakage and two for absence.

Important: Customer claim must always be based on a sales invoice, without this information they cannot be created.

Process in SIMA

Creating a customer claim

To create a customer clain we do the following:

Open the customer claims, located in the path: [Parts Module -> Stock Management Tab -> Claims Section -> Customer Option].
The Customer Claims Follow-up will open.
Click on the New Claim option in the left menu.
The Customer Claims Creation Wizard will appear, click the Next button.
In the step General customer data we look for the customer of the sales invoice and click on the button Next.
In the step Data associated to the document we set:
The claim number in the field Enter the claim number.
The date of the claim in the field Enter the date of the document.
Click on the Finish button.
The claim maintenance will be opened to fill in the detail lines.
In the detail lines we must fill in the following data:
Part: is the part code on which the claim is going to be made.
Type of issue: is a drop-down list with the different types of issues available in the market.
Units: is the number of units we want to claim for the part.
Net U Claim: is the net amount per unit to be claimed, this data must be obtained from the sales invoice.
InvoiceNumber: is the sales invoice number.
InvoiceYear: is the fiscal year of the sales invoice.
Line: is the detail line number within the sales invoice where the part to be claimed is located.
Confirm the customer claim.

Processing the customer claim

Once the customer claim has been confirmed, each detail line has to be processed as follows:

Click the right mouse button on a detail line and specify if we accept the claimed line with the option Accept line or reject it with the option Reject line.
Once the lines have been accepted/rejected we must verify the claim with the Verify button.
The next step is to Process the claim, in this step the following happens:
The sales credit note is automatically generated.
The part returns to stock, but not to the available stock, it remains associated to the stock Res StockCustIssueDefect.
In the window Generated documents we can open the sales credit note with the button Go to document and confirm it.
In the sales credit note associated to the customer claim, a section called Associated claims appears where we can see the claim that gave rise to this sales credit note.

From here, if this claim must be managed towards the supplier of the part then the rest of the management will be carried out in the Customer issues follow-up, located in the route: [Parts Module -> Stock Management Tab -> Issues Section -> Customer Option].

Customer claim of type Price Difference

When the claim is for wrong price on the sales invoice then a Price Difference claim must be created.

In this case the process is the same, with the following exceptions:

In the detail lines we must indicate Price difference in the Type of issue field.
When Processing the claim, the following will occur:
The sales credit note is automatically generated.
The new sales invoice is automatically generated with the correct price.
The part returns to stock, but not to the available stock, it remains associated to the stock Res StockCustIssueDefect.
In window Generated documents we have to do the following steps:
Open the sales credit note with the button Go to document and confirm it, at this moment the part will increase the stock Res StockCustIssueDefect.
Open the new sales invoice with the button Go to document and confirm it, at this moment the part will decrease the stock Res StockCustIssueDefect.
Both in the sales credit note associated with the customer claim and in the sales invoice associated with the customer claim, a section called Associated claims appears where we can see the claim that gave rise to these documents.

Important: We must correct the price of the part before carrying out this process.

Concepts

Accept line: this means that the customer will be refunded the money.
Verify: this is the data checking process, in this process SIMA checks that the line on the sales invoice has the part indicated in the customer claim.