13. How do I file a complaint?

You can enter and follow-up complaints and follow-up guaranties in TVH Quick Source. Click the button "Complaints". You will have the choice between entering a new complaint (file complaint), getting a survey of your complaints and following them up (follow-up complaints) or get a survey of your guaranties. (Follow-up surcharges)


In the complaints module you have three options: file a new complaint, follow up your complaints and surcharges.

A. Filing the complaint

a. Select the order
There are two ways to start a new complaint:
Click the button “Complaint” and then choose the option "File complaint"


You can search for your order by order number, own reference, order date or reference. Confirm your search with the button "Search"


Or you select the order which you have a complaint about in the main screen.
Make a right-mouse click on the order and choose the option "File complaint".
In this way your order will be transferred immediately to the complaints module.


Once you have selected your order click "Next"

You can also click on the Return Conditions screen to view the Return Conditions of TVH Once you have selected your order, you simply click on next.

b. Select Sort
In the tab "Select sort" you indicate what the complaint is about: "Transport costs", "Complete order" or "Selected lines"



c. Transport
In the 'Transport'-tab, you can file a complaint about transport costs.
Clarify your complaint in the text box. Then you click "Next"


Before you send your complaint to TVH, you need to point out a contact person from your company, who TVH can contact concerning this complaint.
Click and select a name from the list of contact persons that are known by TVH. Click "OK".


Now you can send your complaint to TVH with the “Send” button


After this your complaint is being sent to TVH and you will find it back in the complaints survey (Follow-Up Complaints)

Complete order/Selected lines
Next to 'Transport' you also have the choice between a complaint about the complete order or one that is only about a selected line from the order.
If the complaint is not about the complete order, you can select one (through a mouse click) or more lines (through combination Ctrl-button and mouse click) Then the button “Selected lines” becomes active. Click this button to continue with the selected lines only.



d. Adjust quantity
After you have made your choice, you can indicate the number of items, for which you file a complaint.
Adjust, if necessary, the quantity in the top right-hand corner and save the changes with . Then click "Next".



e. Select cause
In the tab “Select cause” you give the reason for the complaint, which you can further describe under "Description complaint".
You can also see when to use the reason selected or not ("Use..." – "Not to use...").
After selecting the reason and describing the complaint you click “Next”.



f. Finish
On the last tab “Finish” you can still add text to the complaint and a contact person within your company.


Add Text
You can add extra information about your complaint on complaint level as on line level with the button .
Then the text window will open. To add an explanation click

Fill out the text at the bottom and save with . Finally, click to return to the tabpage "Finish".


Add contact person
You need to give up a contact person within your company, who TVH can contact concerning this complaint.
Click and select a name from the list with contact persons, known to TVH. Click "OK".


To send your complaint to TVH click “Send”


To end with, you will be asked if you want to return the goods to TVH. Answer the 2 questions and click "OK"

Now your complaint is sent to TVH and you will find it in the survey of complaints (follow up complaints).

B. Following up complaints

To get a survey of your complaints choose the option "Follow-up complaints"


You can search your complaint by:
"Complaint number"
"Invoice number"
"Own complaint number"
"TVH order"
"own order Number"
"Date"

After entering the search criteria, please click on the icon in the upper left corner
You will then obtain a list of all the complaints that meet the criteria.
In the upper right corner you can click on the icon to export your complaint to excel

• In process: The complaint was received by TVH, but has not been approved yet.
• Complaint approved: The complaint has been approved and will be further dealt with.
If it concerns a return freight, you can return your goods as from now.
The print button on the left-hand side will become active and you will be able to print your returns note.

• Return received: You have returned the goods to TVH, which TVH has received.
  Now they will be subject to a technical check.
• Credited: The goods, which you filed a complaint for, have been credited by TVH.
• Refused: TVH does not accept the complaint.

Per stage (tabpage) you get a survey of your complaints in this particular stage.


Under "1" you get a list of all complaints (with complaint number) in this stage.
You can see who is dealing with your complaint under "2"
The number of positions in the complaint are under "3".
The details from the selected position under "3" appear at the bottom of the screen under "4"

Remark:
"To be credited": this is the amount for 1 part
"Total to be credited": this is the amount for all parts of the selected line
"Total credit complaint": this is the total amount to be credited for the complete complaint.

C. Following up surcharges

To obtain an overview of your surcharges please click on "Follow-up surcharges"


Call up returns note for surcharges:
You can easily find and print out the return note for your surcharge through your TVH order number:


You can also search by date: fill out the from… to… and click on the filter to obtain an overview of the surcharges.