The Supplier Complaints add-on in Retino allows for efficient management of product complaints with your suppliers. This tool helps you collect customer complaints, create stock complaints, and generate the necessary documents for communication with suppliers.
What the Supplier Complaints Add-on Does
The Supplier Complaints add-on extends Retino's capabilities with these key features:
Creating supplier complaints, which collect customer complaints for subsequent communication with the supplier
Creating stock complaints without the need for a pre-existing customer complaint
Exporting documents for suppliers with all necessary information
Tracking the entire complaint process with the supplier, from creation to resolution
Activating the Add-on
Activate Supplier Complaints as an add-on in the Marketplace. After activation, the add-on will be listed among your installed add-ons, and a new Supplier Complaint action will appear in the context menu on the ticket detail page.
Supplier Complaint Workflow
Working with supplier complaints involves several steps:
1. Creating a Supplier Complaint
After clicking the Supplier Complaint action on the ticket detail page, you have two options:
Create a new supplier complaint - this creates a new ticket of type Supplier Complaint, filling in the supplier details
Add a ticket to an existing supplier complaint - add products from the current ticket to an already created supplier complaint
This approach allows you to progressively collect the products needing repair and submit the complaint to the supplier at a convenient time.
2. Filling in Supplier Details
When creating a new supplier complaint, you can:
Search for a supplier from existing records
Enter details for a new supplier (name, address, contact information, company ID, VAT ID)
Once created, supplier records are saved for future use and can be managed in the add-on settings.
3. Adding Products to the Complaint
You can add:
Products from customer complaints (by linking tickets)
Products from your stock inventory (for stock complaints)
For each product, you can specify:
The quantity needing repair
A description of the defect or reason for the complaint
A proposed solution for the complaint
Attach files documenting the defect (photos, videos, etc.)
4. Tracking Complaint Status
A supplier complaint goes through several statuses reflecting its lifecycle:
New complaint - collecting the products needing repair
Status: Collecting goods
Sent to supplier - sending the complaint to the supplier
Status: Sent to supplier
Waiting for supplier - waiting for the supplier to address the complaint
Status: Waiting for supplier
Resolved - closing the complaint with a result
Status: Accepted - paid
Status: Accepted - partially paid
Status: Accepted - repaired
Status: Accepted - goods received
These statuses allow you to clearly track the complaint's progress.
5. Sending the Complaint to the Supplier
When you decide to submit the complaint to the supplier, you can generate a document from the Documents tab, which includes:
Your company details
Supplier details
A list of the products needing repair
Reasons for the complaint and proposed solutions for each product
Attachments documenting the defects
You can then send this document to the supplier electronically or print it and attach it to the returned goods.
Custom Field Mapping
In the add-on settings, you can configure the mapping of fields from the ticket detail to the supplier complaint. Values can be automatically populated into the Defect Description and Proposed Solution fields.
This feature allows you to automatically transfer information from customer complaints to supplier complaints, saving time and reducing errors from manual re-entry.
Tip for efficient work: Configure custom field mapping so that important information from customer complaints is automatically transferred to supplier complaints. For example, map the "Customer Defect Description" field to the "Defect Description" field in the supplier complaint.
Linking Customer and Supplier Complaints
Retino allows for two-way linking between customer and supplier complaints:
On the customer complaint detail page, you can see if it's part of a supplier complaint and navigate to it
On the supplier complaint detail page, you can see which customer complaints are part of it and navigate to them
This linking provides a complete overview of the entire complaint process, from the customer to the supplier.
Stock Complaints
The add-on also allows you to create stock complaints, which are complaints about products that have defects already discovered in your stock, before sending them to the customer.
How to Create a Stock Complaint
In the Tickets section, click New ticket
Select Supplier Complaint as the Ticket type
Enter supplier details (or select an existing one)
Add products from your product catalog
Finding Products for Stock Complaints
To simplify the creation of stock complaints, Retino uses the product catalog from your online store. This is done using the Retino Products XML feed.
To find a product, simply enter at least 3 characters (name, code, EAN, etc.) and click the product you want to add to the complaint.
Note: For the Shoptet platform, products are automatically synchronized via API, and the XML feed does not need to be configured.
Filtering Products in Supplier Complaints
In the product list, you can filter products that are part of a supplier complaint. This allows you to quickly identify which products have already been complained about to the supplier.
Supplier Management
In the Supplier Complaints add-on settings, you can manage suppliers:
Add new suppliers
Edit existing supplier details
Search for suppliers by name, company ID, VAT ID, or address
This supplier database simplifies the creation of new supplier complaints, as you won't have to repeatedly enter the same information.
Tips for Efficient Supplier Complaint Management
Regularly check customer complaints and add them to supplier complaints to avoid unnecessary delays
Group complaints from the same supplier into one supplier complaint to minimize administration and shipping costs
Utilize stock complaints to immediately address identified issues with products that haven't yet been shipped to customers
Configure custom field mapping for automatic transfer of information from customer complaints
Regularly update supplier complaint statuses to maintain an up-to-date overview