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.
In character Circulation, select Complaint from the Code menu to display the Complaint Code Setup screen.
Select Add and complete the following fields.
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
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.
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).
Select Specifics | Complaint Charge to display the Complaint Charge Setup screen.
Select Add and complete the following fields.
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.
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.
Select Specifics | Complaint Info from the Complaint Code Setup screen to display the Complaint Info Setup screen.
Select Add and complete the following fields.
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.
Indicate whether this complaint will be used for formal complaints, normal (non-formal) complaints, or both. Formal complaints are used in .
