Support

Support handles after sales service: Issue for complaints and queries, Service Level Agreement for promised response times, Warranty Claim and Maintenance Visit. A refund query from a customer logged as an Issue is the demo case. Support staff use it daily. It posts nothing to the ledger, but an issue that ends in a refund becomes a credit note, which is a Sales Invoice return that reverses Debtors, income and VAT Payable and must also reach CBMS. Keeping issues linked to the original invoice makes that step easy.

1. 01Go to Support from the sidebar.
2. 02Click Issue > New, pick the customer, describe the problem and link the invoice.
3. 03Set priority; the Service Level Agreement starts the response clock.
4. 04Assign the issue and update its status as work progresses.
5. 05If a refund is agreed, create a credit note from the linked Sales Invoice.
6. 06Close the issue with the resolution recorded.

Log customer complaints and track their resolution.

A refund query from a customer logged as an Issue.