It is sometimes necessary to process returns or claims when you visit a store. It is important to do this on the app as this allows head office to be aware of and keep a record of what claims have been checked and verified.
New Claims
Capturing a claim can be done from 2 places.
- On the home screen you can simply tap “**Claim”** to create a claim.
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💡 Claims are when the client wants to claim back without returning the stock in a sellable condition.
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- When Checked into a store you can click on “Claim” at the bottom of the screen to navigate to the claims
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‘You can also navigate to your claims list at any time from the main menu.
To do this simply tap the main menu Icon ≡ on the top left-hand side of the screen and select the “Claims and Returns” item from the menu.
From here you can tap on “New Claim” at the bottom of the screen.
Capturing a Claim
Once you have created a new claim you can now fill in the details of the claim and take the relevant photos. You need to complete all the steps below before the Submit Button turns green and you are able to submit the claim. If the button is not green it means that there is some information that you have not yet entered.
- Select the Principal company of the product being claimed
- Click the “Document” Button to take a picture of the Claim document. The picture must contain the whole claim document and the text must be clearly readable.
- You can also click on “Parse Document” in the claim document
- Click the “Claim” button to upload a picture of the Claimed Items.
- Click the “Tag” button to take a picture of the tag. The tag must be securely tightened around the bag and the number must be clearly visible.
- Select the “Other “button to take additional pictures. you can add as many as you need. To take additional pictures just tap the “Other” button again
- Toggle the Destruction required switch to indicate if the claim must be destroyed or not.
- Select the store that made the claim from the dropdown. You can search for the store by entering the store name.
- Enter the date of the claim by clicking the calendar Icon.
- Enter the reason for the claim e.g. Damage, Expired, Markdown, Return or Factory fault.
- Select Product Class
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☝🏻 You can view your pictures by tapping view next to the button you used to add the pictures.
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💡 It's best to go to "Add Products" and add the products before closing the bag and finishing the document, as you can scan the products more easily.
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💡 Principals refer to Brand Owners, which are companies such as Unilever or Tiger Brands. These companies own the rights to various brands, such as Nivea or Ricoffy
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Claim Page Continued
- You can scan the tag number by clicking the barcode scanner icon or enter it manually in the Tag Number Field.
- You can enter the customer’s claim number in the Claim Number field. Please enter the whole claim number exactly as it appears on the customer’s claim document.
- Enter the total value of the claim including VAT.
- You can enter the number of individual units in the claim under “Quantity individual Units”.
- Type any comments you have about the Claim
- To add the detail lines of the claim tap “Add Product”. Repeat this step until you have added all the detail lines of the claim.
- Click cancel to discard your changes.
- Once you are finished with the claim you can tap “Submit”. This will complete the claim and if necessary send a notification to operations that the claim is to be collected.
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⚠️ Note that you cannot modify a claim after submitting it, you need to be 100% sure that the claim is correct before submitting it.
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Cancel a Claim
If a claim is captured incorrectly:
- The Capturer should notify any user with the Operations role.
- The Operations user can navigate to the claim and click Cancel.
- They can then click Reopen, adjust the details as needed, and then click Submit again.
- If necessary, the Capturer may recapture the claim correctly and the claim can be left as cancelled
