Purpose: To provide clear steps for Customer Service when handling customer complaints about purchased products.
Access the Report/Feedback Form
- Navigate to ADV – ADV – Customer Report/Feedback List and click New ADV – Customer Report/Feedback.
Enter Basic Information
- Record the Date of Report field with the date the customer reported the complaint.
- Select the appropriate Report Type from the dropdown.
- Most product issues reported to Customer Service fall under CPSC regulated product feedback.
Associate Relevant Records
- If applicable, link the feedback to a related Sales Order or RMA by selecting the corresponding record.
- Choose the Item related to the customer’s feedback.
Capture Customer Details
- Fill in the Reporter Contact Information field with the customer’s name, email, and phone number.
Document Feedback
- Enter the customer’s comments or concerns in the Feedback/Issue field.
Attach Supporting Documents
- Upload the customer’s email and any attachments they provided to the record.
Set Status
- From the Status dropdown, select Opened.
Save the record to finalize the entry. 