Online Complaints and Warranty Claims: How to Get Organized
Contents
In wholesale, claims usually arrive chaotically: a photo on WhatsApp, an email without an invoice number, a call to a manager. The dealer does not know what stage their claim is at, and the company cannot see which products and suppliers generate the most defects.
How claims intake works in the portal
- The dealer selects the order or invoice related to the claim.
- Specifies the product, quantity, reason from the list, and description.
- Attaches photos and documents.
- The claim receives a number and status.
- The assignee receives a task in CRM.
- The decision (replacement, return, rejection, markdown) is recorded and visible to the dealer.
- The return or replacement is processed in 1C.
Benefits for your company
- all claims in one place with history;
- control over review deadlines;
- analytics by cause, product, batch, and supplier;
- grounds for claims against the manufacturer;
- fewer disputes with dealers.
Communication with suppliers
If the issue lies with the manufacturer's products, the claim is forwarded: to the supplier portal or according to protocol. The history and photos are saved.
Frequently asked questions
Do you need a separate app for claims?
No, it is a dealer portal module connected to CRM and accounting.
How do you handle warranty equipment?
Link the claim to the serial number and equipment history, if tracked.
Can decisions be made automatically?
For standard cases with clear rules, yes, but disputed claims must be reviewed by a human.
