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Complaints and returns in ONe

Ensure simple complaint handling and you will gain faster service and satisfied customers

Turn complaints into a quick and transparent process. Thanks to the ONe module, sales representatives can submit complaints on behalf of customers without additional logins and forms. Data is filled in automatically, documents and comments are in one place, and statuses are updated on an ongoing basis. It’s a simple way to ensure efficient after-sales service, fewer errors and higher customer satisfaction.

What exactly is included in the module?

Customer complaint form on the ONe B2B e-commerce platform

Submitting a complaint by the customer

  • Available on the e-commerce platform.
  • Selection of the source document: invoice or delivery note.
  • Selection of the products and quantities being complained about.
  • Selecting the reason for the complaint, requests after consideration, and a description of the defect.
  • Adding multiple attachments (photos, PDF, Excel).
  • Saving and sending the report with one click.
Submitting a complaint on behalf of a customer from the ONe sales rep panel

Submitting complaints from the merchant panel

  • Selecting the customer and source document: invoice or delivery note.
  • Select the products and quantities being complained about.
  • Fill in the claimant’s details (name, e-mail, telephone number), reason for complaint, request after consideration and description of the defect.
  • Add multiple attachments (photos, PDF, Excel).
  • Save and send the report with a single click.
Complaint list with filters and statuses in the ONe panel

Overview and Management

  • Complaint list with filters (status, customer, report source, dates, ticket).
  • Change document status, assign to users, edit products and report data.
  • Comments on the entire document and individual items, with chronological author and date.
User roles and permissions in the ONe complaints module

Roles and Permissions

  • Separate permissions for: viewing the list and documents, creating complaints, and changing status.
  • Ability to assign permissions to user roles according to company policy.
Complaint linked to an invoice with email notifications in ONe

Integrations and Automation

  • Link to invoice or delivery note; automatic data completion.
  • Email notifications for followers (customers or employees) about status changes, adding comments, or assigning reports. The scope of notifications can be customized.
  • Integration API: Ability to change complaint status via API.

HOW DOES IT WORK?

Submitting complaints by sales representatives

Turn complaints into a simple process. Thanks to the ONe module, the entire process – from submission to decision – runs smoothly, and your customers can immediately see that they are in good hands.

  1. Sales representative – agent with a headset

    Trader

    Selecting a customer and document

    The salesperson selects the customer and document (invoice/delivery note), and the system fills in the details and items.

    Customer reviewing documents on a phone

    Customer

    Selecting a document

    The customer selects the document (invoice/delivery note), and the system fills in the details and items.

  2. Complaint submission

    The customer or sales representative indicates the products to which the complaint relates, fills in the basic information and adds any attachments.

  3. Document flow

    After the complaint is submitted, the document is added to the list in the panel and is visible in the customer’s account on the e-commerce platform.

  4. Complaint management

    Authorised persons can change statuses, add comments and attachments, and assign cases.

Did you know that...

ONe is a constantly evolving platform that stays in close contact with its customers. Every month, we organise webinar meetings during which we present new, ongoing and planned projects.

Stay in touch with us and keep up to date with the new features we implement every month.

More about ONe

BENEFITS

Key Benefits

  • Faster Service

    Sellers submit complaints immediately, without the need for the customer to log in.

  • Fewer Errors

    Linking to an invoice or delivery note automatically completes customer data and product lists.

  • Improved Communication

    Comments and attachments in a single thread, with email notifications.

  • Full Visibility

    Complaints are visible both in the sales dashboard and in the customer’s account on the e-commerce platform.

  • Process Automation

    Integrations and email notifications speed up complaint processing and eliminate manual steps.

  • Rise above the competition

    Explore all of ONe’s functionalities, both those ready to be implemented in your company today and those we will tailor to your business.

    See more
Customer service agent with a headset working at a computer

2 months free

The complaints module is now available at ONe. You can use it completely free for the first two months; see how it will simplify customer service.

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Let’s work together

Achieve more, faster with our cutting-edge B2B platform. Streamline your sales processes, boost operational efficiency, and build stronger customer relationships. Get in touch with us today to see how we can help your business grow.

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