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Returns & Complaints

Both modules handle returns related to a posted invoice – but they differ in their outcome:

Module Purpose Result in BC
Return Goods come back, customer receives a credit memo or replacement Credit memo or return order
Complaint Record a defect/RMA and track it by status Complaint entry with status

Return

Workflow:

  1. Search invoice – select (or scan) the related posted invoice.
  2. Line & quantity – select the returning line and quantity.
  3. Select reason:
Reason Effect
Credit Memo Credit memo
Defective Item Credit memo (defective)
Wrong Item Delivered Credit memo (wrong delivery)
Other Credit memo (other)
Service / Warranty Return order instead of credit memo
  1. Post – depending on the reason, a credit memo or a return order is created.

Service/warranty ⇒ return order

The reason Service / Warranty creates a return order (for repair/replacement), all other reasons create a credit memo.

Complaint

Records defects with a document reference and tracks them through a status flow.

Workflow:

  1. Search invoice and select a line.
  2. Select reason (Grund): Annahme verweigert (delivery refused), Nicht zustellbar (not deliverable), Widerruf (withdrawal), Garantie (warranty), Reparaturrücksendung (repair return).
  3. Record quantity & comment.
  4. Reklamation anlegen – a complaint entry is created.

Vorhandene Reklamationen lists every entry for the invoice you searched, with its current status.

Advancing the status:

Tap the complaint in that list. The app asks for confirmation and moves it on:

from becomes
Offen (open) In Bearbeitung (in progress)
In Bearbeitung Gelöst (resolved)
Wartet auf Kunde (waiting for customer) Gelöst

Gelöst and Storniert (cancelled) are end states – the app says so instead of moving on. Open complaints (Offen, In Bearbeitung, Wartet auf Kunde) appear as a badge on the tile and in the Dashboard; the tile there opens the list inside Business Central.

Photo as evidence

Document defects with the Photo module – the image is attached to the transaction and speeds up resolution.

Next steps