The complaints module in Fynode enables efficient and transparent management of the entire complaint process – from simple submission by the customer, through record-keeping, to closure and feedback. The complaint workflow is linked with the public order and with automatic notifications, and if needed, allows the customer to directly express their opinion on the handling of the complaint.
¶ 1. Enabling and setting up complaints
- In the public order settings section, you will find the option "Allow complaints" (switch ON/OFF).
- After enabling complaints, a "Complain" button will appear in the customer's public order.
- You can also set additional parameters such as contact email, logo for the header of the public order, or automatic sending of statuses to the customer’s email.
- The customer clicks "Complain" in their order details.
- They fill in the following details:
- Customer request for resolution (Repair, Replacement, Discount, Withdrawal from the contract)
- Complaint description
- Quantity and selection of a specific product from the order.
- After submitting the complaint:
- The public order displays the message “We are processing complaint no. xxx,” and the customer sees their complaint description.
- An email with information about the new complaint is automatically sent to the e-shop administrator.
¶ 3. Managing, resolving, and handling complaints in the e-shop
- You can find the complete list of complaints in the Complaints section, where you can filter by status, order number, or customer.
- For each complaint, it is possible to:
- Edit (including marking as "Resolved")
- Enter the resolution method (free text e.g., "Replaced," "Refunded," "Repaired")
- Enter customer feedback
- Assign responsible person for resolution
- Bulk delete complaints
¶ 4. Closing complaints and communication
- After marking a complaint as "Resolved" and filling in the resolution method, the status “Complaint has been resolved” and the resolution method will appear in the public order.
- If an automatic email is set for the event “Resolution of complaint,” the customer will be notified about the closure.
- The customer can add feedback on the resolution directly from the public order page, which will appear under the resolution method. The admin e-shop is automatically notified about this event again.
- The admin can also manually create a complaint in the Complaints section via the “New complaint” button.
- Procedure:
- Enter the order number – the products in the order will load.
- Select products and quantities to complain about and fill in:
- Subject, description,
- Customer request for resolution,
- Responsible person,
- Complaint status (“Resolved” or pending processing),
- Resolution method and customer feedback if the complaint is closed.
- After saving, the complaint appears in the list, and further workflow can be applied based on its status.
¶ 6. Bulk management and actions
- Marked complaints can be bulk deleted.
- The history and details of each case are recorded for future reference.
- Complaint management is fully compatible with other system modules (track&trace, email notifications, reporting).
- The e-shop automatically sends emails to the administrator about each new complaint and to the customer upon resolution or when feedback is added.
- Email templates can be configured in the email notifications section and specific conditions (e.g., payment type, order status, etc.) can be assigned.
- The customer submits a complaint via the public order.
- The admin is notified by email, and the complaint appears in the list.
- The admin handles the complaint, fills in the resolution method, and marks it as resolved.
- The customer is notified by email and has the option to respond.
- Optional addition of information/feedback between admin and customer.
The complaints module in Fynode offers a fully transparent, clear, and automated process with feedback options for both parties. Make full use of all tools for quick and effective complaint handling in your e-shop!