Keep the customer issue connected to its operational cause.
A complaint may involve the product, a particular batch, delivery conditions or a commercial misunderstanding. Ticktick.ai’s model links customer service with invoices, delivery, quality and traceability so investigation can start from the relevant records.
The proposed complaint record includes customer or partner, product, batch, invoice, delivery, quantity, severity and supporting evidence. Clear ownership and status help the team distinguish a new issue from one already under investigation.
Batch traceability, production and supplier records support the investigation where the relevant modules and data are available. The model includes root-cause methods and corrective and preventive action, with responsible people and due dates.
Returns, replacement and credit-note processes may form part of the response. A resolution should be recorded alongside its operational or commercial action, and CAPA effectiveness should follow the verification process agreed by the business.
Several units from one batch are reported damaged. The team needs to establish what was received, how it was dispatched and which evidence is available before deciding whether the cause is packaging, transport or another issue. The example illustrates an investigation path, not an automatic conclusion supplied by the platform.
Define complaint categories, severity, response ownership and escalation rules. Bring examples of accepted and rejected returns. Agree which evidence is necessary and how commercial adjustments are approved. Confirm how a case links to batch and delivery records in the available release.
No. The record supports ownership and review. Root-cause quality, execution and effectiveness checks determine whether the action addresses the issue.
Quality returns, transit damage, expiry and commercial returns can need different decisions. Define those processes and confirm the supported workflow rather than applying one default outcome to every case.
Complaint → Triage & ownership → Investigation → Corrective action → Resolution → Verification & closure
This page describes the documented product model and roadmap. Ask us to demonstrate current availability and agree the modules, rollout requirements and commercial terms for your business.
Use these pages to review the surrounding workflow before your demonstration.