Customer claim

Customer claim is a ticket recording errors encountered in a shipment that the customer responds to after the sale

Customer claim form also records the error processing status of the responded shipment; When the processing status changes, stakeholders will receive an email notifying them of the change

Process of recording and handling Customer claim:

Access the function of creating new Customer claim on the system by following the link: Home page => Selling => Sales order => Customer claim

1. Basic information:

The following information is necessary and should be created before creating the Customer claim: (if not available before, it can be created during the selection of the corresponding item)

• Customer

• PI No

• Batch

• Error type

2. Steps to follow:

Step 1: Access the function of creating new Customer claim on the system by following the link: Home page => Selling => Sales order => Customer claim => Add Phan hoi khach hang (Add Customer claim)

Step 2: Enter the overview informations of Customer claim (Fields marked with * are required fields):

• Phòng KD (Deparment):

• Họ tên NV KD (Sales name):

• Trạng thái (Processing statust):

• Email NV KD (Sales email):

• Ngày báo lỗi (Error date):

• Số ngày từ khi mở (Qty of days since opening):

• Customer:

• Lô lỗi (Error batch):

• Số pallet, số bao lỗi (Qty of error pallet/ bag)

• Khối lượng SP của EuP bị lỗi (Kg) (Qty of error item - Kilogam):

• Nhà máy SX (Factory):

• Mã SP KH (Customer code):

• PI Number:

• Ghi chú (các lô cùng lỗi nếu có) (Note): Enter the notes, the same error batch if available

Step 3: Enter shipment error type details (Fields marked with * are required fields):

• Loại lỗi (Error type):

• Tần suất lỗi (Error frequency):

• Mô tả lỗi trong tình huống của KH (Description of the error in the Customer's situation):

• Lỗi cục bộ hay hệ thống (Local or system error):

Step 4: Enter information about the final product produced by the customer (Fields marked with * are required fields):

• SP cuối của KH (Final product):

• Độ dày sản phẩm (Product thickness):

• Base Plastic:

• Nhiệt độ gia công (độ) (Machining temperature):

• Tốc độ (Speed):

• Áp lực gia công (Machining pressure):

• Tỉ lệ sử dụng (%) (Usage rate - %):

• Công thức phối trộn (Mixing recipe):

• Loại lưới KH sử dụng (Mesh type customer use):

Step 5: Enter the information of receiving person if available:

• Email người xử lý (Handler email):

• Người xử lý (Handler):

• Trạng thái xử lý (Processing status):

• Nguyên nhân gốc rễ (Root cause):

• Biện pháp khắc phục (Remedies):

• Mã phiếu cải tiến (Improved voucher code):

Step 6: After enter the informations of Customer claim => Click on "Save" to save the genarated Customer claim (Fields marked with * are required fields):

3. (Automatic) operations of the system after closing the customer claim:

After the Customer claim is finalized, the system will send an email notification to the receiving department to handle the error;

During the process of handling errors, the processing department updates the processing status, the system will send notification emails to relevant departments to understand the status