Log and track customer complaints in Breww

Breww announcements
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You can now record customer complaints against the order, product and batch involved, work them through to a resolution, and raise credit notes or ullage the affected stock without leaving the complaint. Categorise your complaints and the report builder will show you what goes wrong most often. Learn more.

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Customer Complaint Log
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Is it feasible to have complaints able to be generated/viewed from the delivery screen as well?

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There should already be a Log complaint button in the top-right of the main delivery page. If this what you’re looking for?

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If not, where did you have in mind?

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This is great! Would it be possible to add the option to have certain specified users notified when a complaint record is logged? This is a fairly essential step in our current QC process, to ensure that the relevant departments and team members are able to action the required next steps promptly.

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I’m sure that would be possible, Greg, and it’s a great idea. Would you mind posting this in Ideas & feature requests so we can keep track of it properly? I don’t want this to get lost in the comments here on the announcement. Cheers

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Hello,

I think there are a couple bits slightly needing a tweek.

  • If a mistake is made with generating a log, there is no way to go back or delete once in progress.
  • Service Complaint - you should NOT have to choose a product/SKU when this type has been selected. There potentially is multiple Order items affected by a service failure.

We’re very happy this has been implemented, will help centralise our processes.

Cheers,
Tom

p.s. I did think about whether multiple products should be chosen per log, but makes sense to assume an issue is unique within an order. Two line items may have faults within a single order, but they’re independent when considered as a product/batch fault. Therefore require 2 logs.

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Thanks for the feedback, Tom. It’s great to hear this has been helpful.

Regarding your suggestions:

This is intentional. We did this to ensure there is an immutable log on complaints for auditability. If you’d like this to change, can you please open a feature request?

This is already the case. For service complaints you can optionally associate it with an invoice/product/batch but you don’t have to. Those three fields are optional for service complaints.

This was exactly our thought too.

Thanks again for the feedback.

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