Complaint

Complaint reason codes can be set up to explain the nature of the complaints called in to the newspaper. For example, you could set up complaint codes for “wet”, “missed”, or “late”. Complaint codes also indicate which complaints (if any) should have carrier charges attached to them.

To set up a complaint code:

In character Circulation, select Complaint from the Code menu to display the Complaint Code Setup screen.

Select Add and complete the following fields.

Field	Type	What to enter
COMPLAINT CODE	open (8)	Enter a complaint code, such as “late” for late papers or “missed” for missed delivery.
COMPLAINT TEXT	open (60)	Enter the text for this complaint code, such as “late delivery” or “missed delivery”.
DAYS ADJUST	integer (5)	Enter the default number of days a subscriber’s subscription period should be automatically adjusted if a complaint with this code is entered. The number of days you enter in this field cannot exceed the maximum number of days established in Business Rules.
START DATE, END DATE	date	Enter the date range during which this code can be used. You may leave End Date blank.
COMPLAINT TYPE	predefined	Indicate whether this complaint will be used for formal complaints, normal (non-formal) complaints, or both. Formal complaints are used in complaint escalation.
VALID WHEN	predefined	Some complaint codes are not valid throughout the day. For example, if a subscriber complains about a missed delivery before the guaranteed delivery time, the “Missed” complaint code might not be valid; a different complaint code might have to be used, which did not charge the carrier. A wet paper complaint, on the other hand, may be valid any time. In this field, indicate whether the complaint code is valid before or after the delivery route’s deadline. Or, enter always if the code can be used at any time.
BONUS	—	This field is not currently used by Circulation.
DELIVERY COMPLAINT	yes/no	Indicate whether complaints with this code are caused by delivery errors. Delivery complaints are included in the complaints per 1000 delivery calculation. This calculation shows up on the DM Report and the Complaint Report. Delivery complaints are also used in complaint escalation.
REMOVE DELIVERY CREDITS	yes/no	Indicate whether carrier delivery credits should be removed when this complaint code is used.
PRINT ON RENEWAL	predefined	Complaints may be printed on subscriber renewals, if you export renewal information rather than printing forms from Circulation (a Business Rules consideration). If you want complaints to be printed, indicate whether they should be printed in detail (each individual complaint listed separately) or summary (complaints with the same renewal description will be summarized on one line). Or, enter never if you do not want complaints to be printed on renewal notices.
RENEWAL DESC	open (30)	This field opens only if you entered “detail” or “summary” in the field above. You may enter a description for this complaint that will be printed on the renewal notices with the complaint code.
SHOW ON WEB ENTER ON WEB WEB DESCRIPTION WEB DISPLAY ORDER WEB DEFAULT	yes/no yes/no open (30) integer (3) yes/no	These fields are used by iServices. Indicate whether this complaint code should be displayed on the Web and whether subscribers can use it when entering a complaint in iServices. Also, enter a description of the complaint code that will be used in iServices, as well as the sort order in which it will appear in combo boxes. In Web Default, indicate if this code is the default complaint code used in iServices.
REDELIVER	yes/no	Indicate whether “y” should be displayed as the Redeliver default on the Complaint screen.
DISPATCH	yes/no	Indicate whether “y” should be displayed as the Dispatch default on the Complaint screen when this code is used.
CHARGE CARRIER	yes/no	Indicate whether “y” should be displayed as the CHARGE CARRIER default on the Complaint screen. In order to charge a carrier with this complaint code, it must be linked to a charge code in SPECIFICS \| COMPLAINT CHARGE (discussed below).
URGENT	yes/no	Indicate whether “y” should be displayed as the Urgent default on the Complaint screen when this code is used.
PRINT FOR CARRIER	yes/no	Indicate if a complaint entered with this code should be printed on the carrier’s bundle top.
DISCOUNT	—	This field is not currently used by Circulation.
VALIDATE FOR ‘DID NOT ORDER’ STOP	yes/no	Indicate if this complaint code validates against “did not order” stop transactions. If a subscriber stopped with a “did not order” stop reason, but has complaints that validate against “did not order,” that may affect how many days are moved out of paid circulation for AAM reporting. The warning messages generated when processing the perm stop will state that a complaint exists that validate against “did not order.”
REMOVE DROP CREDITS	yes/no	Indicate whether carrier drop credits should be removed when this complaint is used. Drop credits apply only when carriers are compensated on a per-household address basis.
VALID ON NON-DELIVERY DAY	yes/no	Indicate if this complaint code can be used on days when the subscriber does not receive delivery. For example, a Sunday-only subscriber may call in a complaint on Monday for a missed paper on the previous Sunday. If this field is set to “y,” Customer Service will be able to enter the complaint for Monday (the day they received the call) instead of Sunday. Note: Valid On Non-Delivery Day cannot be used with Remove Delivery Credits because delivery credits are based on route draw. When there is no route draw on a non-delivery day, there is no credit to remove. Setting Valid On Non-Delivery Day to “n” will prevent the complaint code from being used on days that are not part of the subscriber’s delivery schedule.
VALID ON ONLINE DAY	yes/no	Indicate if this complaint code can be used on days when the subscriber receives online delivery only.
ALLOW DIGITAL ACCESS	yes/no	This field defaults only opens if the Business Rule Do you allow access to the digital edition for complaints? is set to “Yes” and the complaint type is “Normal” or “Both” (not “Formal”). Set Allow Digital Access to “y” to if access to a digital edition of the publication can be offered to resolve complaints with this complaint code.

Field

Type

What to enter

COMPLAINT CODE

open (8)

Enter a complaint code, such as “late” for late papers or “missed” for missed delivery.

COMPLAINT TEXT

open (60)

Enter the text for this complaint code, such as “late delivery” or “missed delivery”.

DAYS ADJUST

integer (5)

Enter the default number of days a subscriber’s subscription period should be automatically adjusted if a complaint with this code is entered. The number of days you enter in this field cannot exceed the maximum number of days established in Business Rules.

START DATE, END DATE

date

Enter the date range during which this code can be used. You may leave End Date blank.

COMPLAINT TYPE

predefined

Indicate whether this complaint will be used for formal complaints, normal (non-formal) complaints, or both. Formal complaints are used in complaint escalation.

VALID WHEN

predefined

Some complaint codes are not valid throughout the day. For example, if a subscriber complains about a missed delivery before the guaranteed delivery time, the “Missed” complaint code might not be valid; a different complaint code might have to be used, which did not charge the carrier. A wet paper complaint, on the other hand, may be valid any time. In this field, indicate whether the complaint code is valid before or after the delivery route’s deadline. Or, enter always if the code can be used at any time.

BONUS

—

This field is not currently used by Circulation.

DELIVERY COMPLAINT

yes/no

Indicate whether complaints with this code are caused by delivery errors. Delivery complaints are included in the complaints per 1000 delivery calculation. This calculation shows up on the DM Report and the Complaint Report. Delivery complaints are also used in complaint escalation.

REMOVE DELIVERY CREDITS

yes/no

Indicate whether carrier delivery credits should be removed when this complaint code is used.

PRINT ON RENEWAL

predefined

Complaints may be printed on subscriber renewals, if you export renewal information rather than printing forms from Circulation (a Business Rules consideration). If you want complaints to be printed, indicate whether they should be printed in detail (each individual complaint listed separately) or summary (complaints with the same renewal description will be summarized on one line). Or, enter never if you do not want complaints to be printed on renewal notices.

RENEWAL DESC

open (30)

This field opens only if you entered “detail” or “summary” in the field above. You may enter a description for this complaint that will be printed on the renewal notices with the complaint code.

SHOW ON WEB ENTER ON WEB WEB DESCRIPTION WEB DISPLAY ORDER WEB DEFAULT

yes/no yes/no open (30) integer (3) yes/no

These fields are used by iServices. Indicate whether this complaint code should be displayed on the Web and whether subscribers can use it when entering a complaint in iServices. Also, enter a description of the complaint code that will be used in iServices, as well as the sort order in which it will appear in combo boxes. In Web Default, indicate if this code is the default complaint code used in iServices.

REDELIVER

yes/no

Indicate whether “y” should be displayed as the Redeliver default on the Complaint screen.

DISPATCH

yes/no

Indicate whether “y” should be displayed as the Dispatch default on the Complaint screen when this code is used.

CHARGE CARRIER

yes/no

Indicate whether “y” should be displayed as the CHARGE CARRIER default on the Complaint screen. In order to charge a carrier with this complaint code, it must be linked to a charge code in SPECIFICS | COMPLAINT CHARGE (discussed below).

URGENT

yes/no

Indicate whether “y” should be displayed as the Urgent default on the Complaint screen when this code is used.

PRINT FOR CARRIER

yes/no

Indicate if a complaint entered with this code should be printed on the carrier’s bundle top.

DISCOUNT

—

This field is not currently used by Circulation.

VALIDATE FOR ‘DID NOT ORDER’ STOP

yes/no

Indicate if this complaint code validates against “did not order” stop transactions. If a subscriber stopped with a “did not order” stop reason, but has complaints that validate against “did not order,” that may affect how many days are moved out of paid circulation for AAM reporting. The warning messages generated when processing the perm stop will state that a complaint exists that validate against “did not order.”

REMOVE DROP CREDITS

yes/no

Indicate whether carrier drop credits should be removed when this complaint is used. Drop credits apply only when carriers are compensated on a per-household address basis.

VALID ON NON-DELIVERY DAY

yes/no

Indicate if this complaint code can be used on days when the subscriber does not receive delivery. For example, a Sunday-only subscriber may call in a complaint on Monday for a missed paper on the previous Sunday. If this field is set to “y,” Customer Service will be able to enter the complaint for Monday (the day they received the call) instead of Sunday. Note: Valid On Non-Delivery Day cannot be used with Remove Delivery Credits because delivery credits are based on route draw. When there is no route draw on a non-delivery day, there is no credit to remove. Setting Valid On Non-Delivery Day to “n” will prevent the complaint code from being used on days that are not part of the subscriber’s delivery schedule.

VALID ON ONLINE DAY

yes/no

Indicate if this complaint code can be used on days when the subscriber receives online delivery only.

ALLOW DIGITAL ACCESS

yes/no

This field defaults only opens if the Business Rule Do you allow access to the digital edition for complaints? is set to “Yes” and the complaint type is “Normal” or “Both” (not “Formal”). Set Allow Digital Access to “y” to if access to a digital edition of the publication can be offered to resolve complaints with this complaint code.

If this complaint code has a carrier charge attached to it, select Specifics | Complaint Charge to link the complaint code and the charge code (see below).
Select Specifics | Complaint Info and enter additional information about the complaint code, if needed.
Select Accept to enter the complaint code into the database.
Set up more complaint codes, or press F4 and select Exit to exit to the Setup menu.

Specifics, Complaint Charge

Use this specific to link a charge to a complaint code. Whenever the complaint code is applied, the charge will be applied to the carrier in question.

Note: You will not be able to link complaint codes with charge codes until charge codes have been set up (see Charge/Credit Code).

To set up a complaint charge:

Select Specifics | Complaint Charge to display the Complaint Charge Setup screen.

Select Add and complete the following fields.

Field	Type	What to enter
COMPLAINT CODE	display	This field is defaulted from the Complaint Code Setup screen.
PRODUCT	setup	Enter the product for which this complaint charge information applies, or enter “*” to include all products.
COMPLAINT TYPE	predefined	Indicate whether this complaint charge information will be used for normal complaints or formal complaints using this complaint code. Enter “*” if the charge information should be used for both complaint types.
ROUTE TYPE, DISTRICT, AAM ZONE	setup	Different complaint charge codes and default amounts can be defined for different route types, districts, or AAM zones. In these fields, enter the entity to which the complaint charge information applies, or enter “*” to include all.
CHARGE	setup	For each day of the week, enter the charge code that should be used for complaints with this complaint code.
AMOUNT	decimal (5)	For each day of the week, enter the amount that should default for charges for complaints with this complaint code.

Field

Type

What to enter

COMPLAINT CODE

display

This field is defaulted from the Complaint Code Setup screen.

PRODUCT

setup

Enter the product for which this complaint charge information applies, or enter “*” to include all products.

COMPLAINT TYPE

predefined

Indicate whether this complaint charge information will be used for normal complaints or formal complaints using this complaint code. Enter “*” if the charge information should be used for both complaint types.

ROUTE TYPE, DISTRICT, AAM ZONE

setup

Different complaint charge codes and default amounts can be defined for different route types, districts, or AAM zones. In these fields, enter the entity to which the complaint charge information applies, or enter “*” to include all.

CHARGE

setup

For each day of the week, enter the charge code that should be used for complaints with this complaint code.

AMOUNT

decimal (5)

For each day of the week, enter the amount that should default for charges for complaints with this complaint code.

Select Accept to accept the complaint charge.
Define more complaint charges, if you wish. To exit to the Complaint Code Setup screen, press F4 and select Exit.

Specifics, Complaint Info

Additional information about the complaint code can be entered in Specifics | Complaint Info. You can select this specific if you want to:

Specify the GL account that should be used for expire change transactions due to complaints. For example, if a complaint for a missed paper extends a subscriber’s expire a day, the Expire Change GL account entered here will be debited (and Unearned Revenue will be credited).
Indicate at the publication level whether complaints with this complaint code should print on renewal notices, if one of the renewal notice export formats is used.

To specify complaint info for a complaint code:

Select Specifics | Complaint Info from the Complaint Code Setup screen to display the Complaint Info Setup screen.

Select Add and complete the following fields.

Field	Type	What to enter
COMPLAINT CODE	display	The complaint code will display from the Complaint Code Setup screen.
PRODUCT	setup	Enter the product for which you are specifying complaint info.
DISTRICT ZONE REGION AREA	setup	These fields allow the general ledger account numbers defined with the complaint code to vary by district, zone, region, and area. If you enter a district, the Area, Region, and Zone fields will be set to “” and skipped. Similarly, if the district is set to “” and a zone is entered, the region and area will be set to “*” and skipped.
START DATE, END DATE	date	Enter the date range during which this complaint information is valid. You may leave End Date blank.
PRINT ON RENEWAL, RENEWAL DESC	predefined open (30)	These fields also display on the Complaint Code Setup screen. If you enter Complaint Info for a product, however, these values will override the settings on the main screen. Enter the Print on Renewal setting and description for the product above.
GL ACCOUNT	setup	Enter the GL account number that should be used as the Expire Change account for expire changes with this complaint code and product. If this field is blank (or no Complaint Info records are entered for the complaint code), complaint expire changes will be written to a blank GL account.
REMINDER MESSAGE	unlimited	If the complaint code is for a start, stop, or restart, you may compose a reminder message here. The message will appear in a popup box when the subscriber enters this complaint code with a transaction in Customer Service.

Field

Type

What to enter

COMPLAINT CODE

display

The complaint code will display from the Complaint Code Setup screen.

PRODUCT

setup

Enter the product for which you are specifying complaint info.

DISTRICT ZONE REGION AREA

setup

These fields allow the general ledger account numbers defined with the complaint code to vary by district, zone, region, and area. If you enter a district, the Area, Region, and Zone fields will be set to “*” and skipped. Similarly, if the district is set to “*” and a zone is entered, the region and area will be set to “*” and skipped.

START DATE, END DATE

date

Enter the date range during which this complaint information is valid. You may leave End Date blank.

PRINT ON RENEWAL, RENEWAL DESC

predefined open (30)

These fields also display on the Complaint Code Setup screen. If you enter Complaint Info for a product, however, these values will override the settings on the main screen. Enter the Print on Renewal setting and description for the product above.

GL ACCOUNT

setup

Enter the GL account number that should be used as the Expire Change account for expire changes with this complaint code and product. If this field is blank (or no Complaint Info records are entered for the complaint code), complaint expire changes will be written to a blank GL account.

REMINDER MESSAGE

unlimited

If the complaint code is for a start, stop, or restart, you may compose a reminder message here. The message will appear in a popup box when the subscriber enters this complaint code with a transaction in Customer Service.

Select Accept to enter the complaint info into the database.
Enter complaint info for other products, or press F4 and select Exit to exit to the Complaint Code Setup screen.

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Last updated 1 year ago