Coworkers Operations
Customer Claims
Customer Claims logs every claim from your customers, asks for the evidence, drafts the reply with the proposed credit note and follows it through to closure.
- Team
- Operations
- Channels
- Email, WhatsApp
- Approval
- Reply and credit note: Quality or Sales approves.
- Gladys, Supermercados Pacífico claims 6 damaged cases from invoice F001-7790. It has photos and the remission guide signed with a remark. Each case is worth S/ 185.00, so the proposed credit note is S/ 1,110.00. Do you approve the reply?
- Yes, but offer a replacement of the 6 cases instead of a credit note.
- I’m changing the proposal: replacement of 6 cases in the next dispatch, no credit note. Here is the text for your sign-off before I send it to the customer.
- Approved, send it.
01 · What it does
The work it takes off your desk.
- Logs each claim that arrives by email or WhatsApp, with customer, invoice, lot and reason.
- Asks the customer for the evidence: photos, remission guide and quantity affected.
- Matches the claim against the dispatch and the lot’s quality data.
- Drafts the reply and the proposed credit note, with the amount and its support.
- Follows the case to closure and tells the customer and your team about each change of status.
02 · How it works
Step by step.
- 01
Logs
Opens the case with customer, invoice and lot, and asks for the missing evidence.
- 02
Analyzes
Matches the claim against the dispatch and the quality data, and proposes a reply and a credit note.
- 03
Hands it to you
Quality or Sales approve the reply and the amount before they go out to the customer.
03 · Approvals
What goes out alone and what goes through a person.
It starts supervised: every claim and every reply goes through Quality or Sales first. With evidence, it moves to by exception: logging and asking for evidence go out on their own, and the reply and the credit note are still approved by Quality or Sales. A person issues the credit note in your invoicing system; Customer Claims only proposes it.
The four modes04 · Connects to
The tools you already use.
- SAP Business One
- Other ERPs (file)
- Google Drive
- Spreadsheets
05 · Hours given back
What it is worth, in hours and dollars.
Example: with 60 claims a month and 30 minutes of manual handling per claim (logging, asking for evidence, writing and following up), it gives back 30 hours a month (60 × 30 = 1,800 minutes). At your team’s loaded cost, your dashboard shows it in US$.
06 · Questions
About this coworker.
Can it give a customer a credit note?
No. It proposes the amount with its support; Quality or Sales approves it and a person issues it.
What if the customer doesn’t send the evidence?
It asks again and marks the case as waiting for evidence. It does not close or reject it on its own.
Does it always side with the customer?
No. It presents the facts (dispatch, guide, lot quality) and a proposal, and whoever approves decides.
07 · Operations
Works well with
Let's start with one task.
Tell us what your back office keeps chasing today. If it fits, we try it first in your company, on your number and under your rules.