The complaints module in Fynode provides a clear and automated way to manage complaints – from creation by the customer in the public order, through internal processing, to sending via the courier and final resolution. Complaints are closely linked with the public order (Track & Trace), couriers and email notifications.
Complaints are located in the section: Complaints
The list contains complaints:
- created by the customer via the public order,
- created manually by an administrator.
Displayed are basic details such as:
- complaint number,
- complaint status,
- creation date,
- order number,
- customer email.
A complaint can have the following statuses:
- Received (default status of a new complaint)
- Being processed
- Sent
- Ready for pickup
- Resolved
- Rejected
- The complaint is created with the status Received.
- Admin:
- confirms the complaint → changes status to Being processed
- or rejects → changes status to Rejected (process ends).
- The complaint is sent via the courier → status Sent
(only with active Subscription Automat).
- After the parcel is delivered to the customer → status Resolved
(only with active Subscription Automat).
- The status Ready for pickup is used for eshops with a pickup point.
Automatic email notifications can be tied to each status change.
Each complaint includes the following actions:
- Edit – edit the complaint
- Send to courier – create/manage the shipment
- Delete – remove the complaint
The button status indicates the shipment status:
- Green – shipment created (hover shows shipment number, click copies the number)
- Red – courier-side error (hover shows error message)
- Orange – shipment waiting for courier processing
The system automatically:
- changes the complaint status to Sent,
- after delivery to Resolved
(only with Subscription Automat).
Labels are available in the section Couriers.
In the list you can select multiple complaints and perform a bulk action:
An admin can create a complaint manually via the New complaint button.
- Enter the order number – the order products will be loaded.
- Select products and quantities for the complaint.
- Fill out the form and save the complaint.
- Complaint number
Unique number, generated automatically by sequence.
- Subject
- Description
- Customer request for resolution
(Repair, Exchange, Discount, Withdrawal from contract)
- Person responsible for processing
- Process (checkbox)
After activating Process:
- the status changes to Being processed,
- fields appear:
- Processing method (required),
- Customer statement regarding processing.
If an email notification is set for the event Complaint – being processed, the customer is automatically informed.
If Allow complaints is enabled in Track & Trace settings:
- the public order shows a Complain button,
- the customer fills in:
- the request for resolution,
- complaint description,
- selection of products and quantities,
- may upload photos.
After submission:
- the text “We are processing complaint no. xxx” is displayed,
- the customer sees their complaint description,
- the admin is notified by email.
After the complaint is processed:
- the customer sees the status Resolved or Rejected,
- the processing method is displayed.
The customer can:
- add a statement about the complaint resolution directly in the public order,
- the admin is automatically informed about the statement by email.
The complaints module in Fynode is fully integrated with:
- the public order (Track & Trace),
- couriers,
- email notifications,
Resulting in a transparent, automated and two-way complaint process for the eshop and the customer