Complaints manual

A complaint is a grievance recorded by an actor in your sales network. Swifto distinguishes three registers based on who raises the complaint; each has its own list, but shares the same nature / type mechanism, the same attachments (photos) and the same status cycle.

Left-hand side menu: Complaints → choose the register (Customer complaints, Sales rep or Field seller). A count of unread complaints is displayed in the top bar.

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

Statistic cards (status · color · smiley)

Table columns

Register dedicated to complaints about a sales rep. Same smiley statistic cards and the same status cycle as the customer register; the Customer column is replaced by the targeted sales rep.

Register dedicated to complaints about a field seller (route, parcel condition, punctuality). The actor column displays the field seller; the rest of the screen is identical to the other two registers.

Click New. Select the type then the nature (the nature dynamically filters the displayed fields), the actor (customer / sales rep / field seller), write the message and attach up to 5 photos.

Form fields

From the details of a complaint View, the agent switches to Edit to move the status forward and enter a response to the customer. The photo gallery and the original message remain read-only.

The 5 standard statuses

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

flowchart LR
  A([Complaint filed]):::s --> B[New complaint]:::ko
  B -->|assignment| C[Handling in progress]:::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 (creation, modification, deletion) defined in your company's profiles.