CustomerComplaint.md

Introduction

Tryton should be able to manage customer complaint. When a complaint is registered, the company should take actions to resolve the complaint. Those action should be validated by a third person.

Objectives and Features

• Register complaint
• Qualify the complaint
• Define actions to take
• Process the actions

Implementation

sale.complaint

• reference: Char
• date: Date
• customer: Many2One to party.party
• address: Many2One to party.address
• company: Many2One to company.company
• description: Text
• employee: Many2One to company.employee
• origin: Reference
• type: Many2One to sale.complaint.type with domain on origin
• state: Selection: 'draft', 'waiting', 'approved', 'rejected', 'done', 'cancelled'
• actions: One2Many to sale.complaint.action

The complaint could be reset to draft once done or cancelled. And if actions were already proceed, they will stay as-is in read-only. This will allow to add new actions to the complaint.

sale.complaint.type

• name: Char
• origin: Many2One to ir.model.model

sale.complaint.action

• complaint: Many2One to sale.complaint
• action: Selection:
  • Create a sale return for the sale origin
  • Create a sale return for the sale line origin for an optional quantity and an option unit price
  • Create a credit note for the invoice origin
  • Create a credit note for the invoice line origin for an optional quantity and an optional unit price
• quantity: Float
• unit price: Numeric
• sale lines, invoice lines: Many2Many to filter document creation.

The list of action should be extendible per modules. The action will be performed when the complaint is done.

sale.sale

• Add a relate to linked complaints.

Future Improvements and Ideas

• Historize the complaint
• Add predefined actions on type
• Some report complaint rate over time per type etc.

Links

• Discussion
• Codereview