Customer complaints

A customer complaint tracks a customer's dissatisfaction with a product, a delivery, a billing issue or a service. It is the most used register in the Complaints module. It shares its engine with the Sales reps and Field sellers registers; only the targeted actor changes — here, the customer.

Left-hand side menu: Complaints → Customer complaints. A badge in the top bar totals the pending complaints, across all registers.

The page displays six statistic cards (smiley) at the top, summarizing the breakdown by status, followed by the paginated list. Each row carries the status smiley and leads to the details via the magnifying glass.

The 6 statistic cards (status · color · smiley)

Table columns

The Search button opens a detailed filter. Selecting the type dynamically filters the list of proposed natures.

Click New. Choose the type then the nature (which filters the displayed fields), the customer by autocomplete, write the message (500 characters max) and attach up to 5 photos.

Form fields

The magnifying glass Detail opens the record in read mode: the photo gallery on the left, and on the right type, nature, date, customer, status, message and response (read-only). The Edit button appears if the complaint is still open and you are authorized to use it.

From the record details, Edit lets you advance the status and enter a response. The original message and the gallery remain read-only.

From filing to resolution: Filing → Assignment → Handling → Closing, with a final satisfaction measurement.

flowchart LR
  A([Customer complaint filed]):::s --> B[New complaint]:::ko
  B -->|assignment| C[Being handled]:::w
  C -->|response| D[Handled & closed]:::p
  D --> E([Satisfied]):::ok
  D --> F([Not satisfied]):::ko
  F -.->|reopening| C
  classDef s fill:#F5F3FF,stroke:#8B5CF6,color:#5B21B6;
  classDef w fill:#FEF3C7,stroke:#F59E0B,color:#92400E;
  classDef p fill:#f3f1ff,stroke:#7366fe,color:#1f1c3d;
  classDef ok fill:#D1FAE5,stroke:#10B981,color:#065F46;
  classDef ko fill:#FEE2E2,stroke:#EF4444,color:#991B1B;

Indicative matrix — depends on the GReclamation privileges (create, edit, delete) defined in your company's profiles.