Claim Management
In simple words
Claim Management is where you handle customer complaints about an order, such as damaged, missing or wrong items. Every complaint gets a status, an owner and a full history, so it is resolved properly and the customer stays happy.
The problem it solves
In cabinet business, damaged panels and missing hardware are normal. The difficulty is not the complaint, it is the follow-up. When complaints are handled only by email, nobody knows who is working on it, what stage it is at, or whether it was ever closed.
What happens without it
| If you do not have Claim Management | What it means for your business |
|---|---|
| Complaints stay in personal inboxes | Work stops when that person is on leave, and some complaints are never closed |
| There is no status or ageing | The customer has to follow up with you, and trust is lost |
| Details are spread across a long email chain | 20–30 minutes of reading just to understand one complaint |
| The complaint is not linked to the order | You ask the customer to repeat information they already gave |
| You have no complaint numbers | The same product or transporter keeps causing damage, and nobody notices |
| There is no activity record | Claiming money back from a supplier or transporter becomes very difficult |
Time you save
| Task | The manual way | With Claim Management | You save |
|---|---|---|---|
| Take over a complaint from a colleague | Read the full email chain — 20–30 min | Read the claim details, order link and activity log — 2–3 min | 20–25 min per claim |
| Tell the customer the current status | Ask around, then call back — 10–15 min | Read the status tracker — under 1 min | 10+ min per call |
| Close a simple complaint | Emails going back and forth for days | Clear stages with one owner | 2–3 days per complaint |
| Weekly quality review | Count complaints in the inbox — 1–2 hours | Open the claim list — 10 min | 1–2 hours a week |
| Recover the cost from a supplier | Rebuild the story from memory | Show the activity log and order details | Better recovery of your money |
Your process, before and after
A complaint arrives by email. Whoever reads it first handles it, and progress depends on that person remembering.
The complaint is a record with a status, a linked order, customer details and an activity log. Anyone can take it forward, the customer can be told exactly where it stands, and you can see which products cause the most complaints.
Who uses it
- Customer support — handles the complaint from start to closure
- Warehouse and quality team — checks what actually happened
- Managers — watch complaint volume as an early warning about quality
When to use it
- Every time a customer reports a problem with a delivered order
- In your weekly quality review, to check open and old complaints
- When a complaint has to be escalated and the full history is needed
What each part does for you
| Part of the screen | How it helps you |
|---|---|
| Claim list with search | Nothing is forgotten, and old complaints stay visible |
| Claim status tracker | Your team and your customer always know the current stage |
| Claim details linked to the order | Full background without searching email |
| Customer details section | Contact the right person immediately |
| Activity log | Clear responsibility, easy escalation and proof for supplier claims |
| Claim edit | Record the outcome as the case moves forward |
Step-by-step guide
See Claim Management.