Related topics
This program is used to register new and modify existing requests from business partners. These requests, also referred to as BPR:s, may typically be regarded as having been reported by customers, such as orders that are incomplete, late, delivered to the wrong address. These reported requests can later be viewed by others that are responsible for correcting the problems that have occurred. This program may also be used as an after-sales data base.
Note: The information displayed on this panel may vary. This depends on the selections, made on the Work with requests and returns, More selections panel. The order in which the fields on this panel appear might differ from that described below. If the Request sequence panel is accessed, the records are sorted by request number. If the Business partner sequence panel is accessed, the records are sorted by business partner number.
The DC1 Requests and Returns application can help you handle:
- Service calls
- Replacement requests
- Lost shipment tracking
- Damaged goods claims
- Warranty claims
- After-sale service coordination
- Customer complaints
- Defective products
- Help-desk facilities
- Product literature requests
- Product instruction requests
- Amount claimed by the customer
- Supplier claims
Process example
More information
The principal behind the routine is similar to that of a support system. As the nature of business differs from company to company, up to nine levels of support are available. The request can move its way up the ladder (up through the support system) until the issue is resolved (Level 9). (The Maximum support level is defined per user id, in Work with DC1 user profiles). This means that you (only) have the authority to work with those requests, waiting in queue, that are up to and including the number defined in that field.
Several options are available when using this routine:
- Use internal and external text for both the request header and the request lines which can later be viewed and used as by employees to follow up on the request.
- View history transactions to track the hours spent working on the request per request number and handler. This can be used for management feedback in the event of any discrepancies or if the customer is dissatisfied with the service that was provided for resolving their problem. It is also helpful in determining the cost that each request has incurred your firm.
- Generate new sales, purchase and service orders to correct the discrepancies or errors that have been reported; perform quality control inspections of returned goods; use alert messaging for authorisation or for follow-ups. This routine is simplified by the fact that you can modify lines from the customer’s invoice by copying or manually entering information.
- Print a report which includes history transactions to track the reported problems and the actions taken to rectify these.
Options
| Lines | Select this option to create or edit request lines. These lines contain the details and nature of the problem and it is from here that you are able to enter the information pertaining to the new orders that you wish to generate. You may also copy order lines from the original invoice, to this end. |
| Select this option to print a record. You will then be presented with a new panel, in which you may configure the various print options that are available to you. | |
| History | Select this option to view the history for a record. Via this option, you are able to track the time spent on this request and see the actions that have been taken to rectify the matter, as well as the date and time at which these measures were performed. |
| Order | Select this option to request a holding reference number (for order types sales, service, manufacturing, or purchase orders). |
| Invoice | Select this option to request a holding reference number for an invoice. |
| Text | Select this option to work with texts for requests and returns. |
| AMT message | Select this option to work with manual alert messages. |
| Connections | Select this option to connect requests to each other. |
| Completed | Select this option to close your request, i.e. set it to status completed. |
| Documents | Select this option to print return documents and labels. |
| Re-open | Select this option to re-open a request that has been closed. |
Function keys
Selection fields
- L
- Request
- Displays all the previously reported requests that have been created for your business partners, via the number that has been allocated to this record.
- BP
- Displays the number of the business partner that has reported this request.
- Date
- Displays the date on which the request was created.
- Reference number
- Displays the customer reference number of the order.
- Stat
- Displays the request status code of the record. This status indicates if the request is in queue, on hold, completed or has been escalated to a higher level, etc.
Work with requests and returns (HLR02604)
In enquiry mode, the panel heading differs, as well.
On this panel you define requests at the detail level. These can later be accessed by employees responsible for resolving the problems/issues that are outlined in these requests. Note: If you want to add a request based on a purchase order and select one or several order lines, the Type of reference on the request must be purchase order and then you click Select lines from the request detail level to select the purchase order lines.
Function keys
| Lines | Create or edit request lines. These lines contain the details and nature of the problem and it is from here that you are able to enter the information pertaining to the new orders that you wish to generate. You may also copy order lines from the original invoice, to this end. |
| Display amounts | Display the amount(s) in system currency and reporting currency. |
| Text | Work with texts for requests and returns. |
- Request
- Business partner
- Enter a code from the Business partner file identifying the customer that reported this request. Note: If the business partner is unknown, a name and address must be entered. Tip: If you enter the business partner code and click OK, information for many of the fields on this panel will be automatically retrieved, (e.g., your reference, name, address, telephone, invoice, handler, currency etc.).
- Your reference
- Enter your customer’s reference number or enter the name of your business partner’s contact person.
- Name
- Displays your business partner’s name.
- Telephone number
- Displays the telephone number defined for your customer in the Business partner file. This value may be changed.
- Telefax number
- Displays the telephone number defined for your customer in the Business partner file. This value may be changed.
- Address
- Displays the address code (to the left) and your customer’s delivery address (to the right). This information is retrieved from the Business partner file, Address panel. If done manually, the first field on the fifth line is reserved for the postal code. On the fifth line, a 2-character state/province code field is only displayed if the Validate state field in the Country table is set to Optional or Mandatory for the country in which the customer is situated. The country code determines whether the postal code will be right- or left-justified.
- Warehouse
- Enter a code from the Warehouse table to indicate where the returned goods are located.
- Destination
- Returns that are to be collected from the customer can be defined as a BPR. The parameters on a BPR that determines whether or not it is to be printed as a return are Customer return date and Goods return status.
This field is only mandatory if the BPR is for a goods return (the Goods return field is defined with status 4 for goods are to be collected). Enter the destination code (from the Destination table) to indicate to the driver which destination to stop at along the route to pick up the return. This information will be printed on the route delivery list if:
- The Customer return date field is equal to or less than the dispatch date on the outbound shipment.
- The Goods return field = status 4 (Goods are to be collected).
- At least one line exists with Goods return = status 4 (Goods are to be collected).
- Type of reference
- Enter a code to identify the type of reference that is defined in the Reference number field.
Note: These values are defined in the Panel value control file table.
- Customer return date
- Enter the date that customer returned your goods.
- Reference number
- Enter the number of the reference that was specified in the Type of reference field.
- Goods return
- Enter a code to identify the status of the returned goods. Note: These values are defined in the Panel value control file table.
- Document type
- Mandatory entry when the Type of reference is Invoice. Enter the document type of the invoice from the Document type table. The document type is connected to the document number series for the invoice related document. See About number series handling for invoice related documents for more information.
- Your order
- Use this field if you are following up a request sales order or invoice. Enter your reference number. Note: This field is not valid for Type of reference values 8 (Purchase order) and 9 (Manufacturing order).
- Ext request code
- Mandatory entry if the Mand request code field is set to YES in the Requests and returns control file. Enter a code from the Request code table to indicate the nature of the problem that is being reported.
- Status and type
- Enter a code from the Request status code table indicating the status of the request. The status is always related to the request type. Note: When a new request is entered and a status code is not assigned, the system will default the status code according to the entry in the Initiation status field in Requests and returns control file maintenance. Every time the status code changes, a transaction is recorded in the history for the request.
- Resolution code
- Enter a code from the Action table to indicate the necessary steps to be taken to resolving this request.
- Call back date/time
- Enter the date and time when a follow-up is promised to, or requested, by a business partner. Note: A call back date/time can only be entered for those requests with status NEW or ESCALATED. If the request is put in a queue, this information will determine where it will be positioned in the queue (i.e. the priority of the request). If not queued then it will be used as information only.
- Handler
- This field is either blank or predefined with the default handler depending on the definition in Auto assign handler in the Requests and returns control file, but can be changed. If the field is blank, then you can manually enter the ID of the employee that should follow up this request.
- Hours worked/Total
- Enter or change the number of hours spent working on this request, (at current status) in the first input field. The second field indicates the number of hours that have been spent up until this time, on resolving and registering this request.
- Claimed amount
- This field is used to enter the amount in question that is related to this request. This field is only valid if the Claimed amount parameter in the Requests and returns control file is set to YES. If a value is entered in this field and the total line value of the request is higher, a warning is given. Note: Only sales order prices are added to the value of the request.
Work with requests and returns, Completion (HLR02606)
This panel displays all the records that you wish to set as “Completed”. This means that the request and return cycle has closed and the problem/issue has been resolved. Click OK to confirm or Back to cancel.
Work with requests and returns, Deletion (HLR02609)
Print request report (HLR02612)
Selection header
In the fields below select the information that relates to the request header that you wish to have included in the request printout.
- History
- Indicate if the history for this request is to be printed.
- Int texts rqst/resol
- Indicate if internal text for either the request or resolution in the header should be included in the printout.
- Ext texts rqst/resol
- Indicate if external text for either the request or resolution in the header should be included in the printout.
Selection lines
In the fields below select the information that relates to the request lines that you wish to have included in the request printout.
- Int texts rqst/resol
- Indicate if internal text for either the request or resolution in the request lines should be included in the printout.
- Ext texts rqst/resol
- Indicate if external text for either the request or resolution in the request lines should be included in the printout.
Once you have made your selections, click OK to send your job to print.
Work with requests and returns, More selections (HLR02613-HLR02614)
Function keys
More selections
- Request
- Handler
- Status
- Goods return
- Support level
- Reference number
- Document type
- Your order
- Business partner
- Ext request code
- Resolution code
- Unknown BP
- Call back date
- Your reference
- Telephone number
Note: Only filter type 1 (Select single values) is valid for this field. - Item
- NCC number
- Business partner
- In the first input field, enter a numeric value to display the sequence in which the presented records are displayed. If you want these to be sorted by Business partner number first, then enter 1. You may, in the next input field, then enter either an A or D to indicate if you wish the sorted records to be listed in Ascending or Descending order.
- Request
- In the first input field, enter a numeric value to show the sequence in which the presented records are displayed. If you want these to be sorted by Request number first, then enter 1. You may, in the next input field, then enter either an A or D to indicate if you wish the sorted records to be listed in Ascending or Descending order.
Work with requests and returns, Request sequence (HLR02615)
From this panel you may select the sequence in which the actions are executed.
How to access this panel:
- On the Work with requests and returns initial panel, click More selections.
- On the More selections panel, enter a value in the Sequence: Request field (e.g., 1) and click OK.
Options
| Lines | Select this option to work with request lines. |
| Select this option to print request information. | |
| History | Select this option to follow up the history of the request. |
| Order | Select this option to view sales, purchase, service, or manufacturing order details. |
| Invoice | Select this option to view invoice details. |
| AMT message | Select this option to work with manual alert messages. |
| Connections | Select this option to connect requests to each other. |
| Completed | Select this option to close your request, i.e. set it to status Completed. |
Function keys
Selection fields
Work with requests and returns, Business partner sequence (HLR02618)
From this panel you may select the sequence in which the requests are executed.
How to access this panel:
- On the Work with requests and returns initial panel, click More selections.
- On the More selections panel, enter a value in the Sequence: Business partner field (e.g., 1) and click OK.
Options
| Lines | Select this option to create or edit request lines. These lines contain the details and nature of the problem and it is from here that you are able to enter the information pertaining to the new orders that you wish to generate. You may also copy order lines from the original invoice, to this end. |
| Select this option to print a record. You will then be presented with a new panel, in which you may configure the various print options that are available to you. | |
| History | Select this option to view the history for a record. Via this option, you are able to track the time spent on this request and see the actions that have been taken to rectify the matter, as well as the date and time at which these measures were performed. |
| Order | Select this option to request a holding reference number (for order types sales, service, manufacturing, or purchase orders). |
| Invoice | Select this option to request a holding reference number for an invoice. |
| Text | Select this option to work with texts for requests and returns. |
| AMT message | Select this option to work with manual alert messages. |
| Connections | Select this option to connect requests to each other. |
| Completed | Select this option to close your request, i.e. set it to status Completed. |
Function keys
Selection fields
Display amounts (HLR02621)
From this panel all the returned (order) amounts are displayed, in system and/or reporting currency.
- Sales order
- Displays the total amount worth of goods that have been returned.
- Sales credit
- Displays the total sales credits that has been issued.
- Purchase order
- Displays the total amount of purchase order goods that have been returned.
- Purchase return
- Displays the total amount worth of purchase returns.
Print return documents (HLR02622)
In this window you select the type of return document you want to print and indicate if labels should be printed.
Selection
- Return note
- Set to YES to print a return note. NO is defaulted. The return note is sent back to the business partner together with the goods.
- Transport note
- Set to YES to print a transport note. NO is defaulted. The transport note is sent back to the business partner together with the goods.
- Investigation note
- Set to YES to print an investigation note. NO is defaulted. The investigation note is used to investigate availability, etc. of the ordered and delivered item. Miscellaneous information from the reference and the request is printed on the note.
- Labels
- Set to YES to print labels. NO is defaulted.
Re-open request (HLR02623)
In this window you re-open a request that has been closed. Click OK to confirm the new status which will be assigned to the request header.
- Status
- Displays the actual status of the selected request.
- New status
- Enter the new status you want to assign to the request. The first applicable new status found for the request is suggested by the system, but can be changed.