Charge for Complaints

When complaints are entered in Customer Service, they can be flagged to charge the carrier. An actual charge, however, is not created until the charges are reviewed in this option.

The complaint process is outlined below:

1. Complaints are entered in Services | Customer | Transaction | Add | Complaint. The operator indicates whether the carrier should be charged for the complaint.

2. A batch of miscellaneous charges is created for complaints within a certain date range using this option, Charge For Complaints. Complaints can also be modified here. Charges will not be created for complaints that have an “n” in the CHG column or a charge amount of zero.

3. Complaints from the batch can be modified or deleted in Misc. Charge/credit | Misc. Charge.

4. The charges are accepted in Misc. Charge/credit | Misc. Charge and are ready to be billed.

To create a batch for complaint charges:

1. Select Charge For Complaints from the Misc. Charge/Credit menu to display the Complaint Batch screen.

   
2. Set parameters for the charges to be included in this batch.

   Field	Type	What to enter
   PRODUCT	setup	Enter a publication for the batch. Only complaints entered for this publication will be included.
   START DATE, END DATE	date	Enter a date range for the batch. Only complaints entered during this date range will be included.
   DISTRICT	setup	Enter the district that you want included in the batch or enter “*” for a multi-select window. Only complaints for routes in these districts will be included.
   ROUTE TYPE	predefined	Enter the route type you want included in the batch or enter “*” for a multi-select window. Only complaints for routes of these types will be included. See Route Type in the Setup Manual for more information.
   RATE SOURCE	predefined	Indicate whether default complaint charge amounts should be based on Entry (the default is entered with the batch in the next field, COMPLAINT RATE) or Setup (the amounts entered in Complaint Charge Setup will be used, and COMPLAINT RATE will be skipped).
   COMPLAINT RATE	decimal (9)	Enter the default amount that should be charged for each complaint (this can be overridden during review).
   BATCH	open (10)	Assign an ID to the batch that will be created for these complaints charges.
   DESCRIPTION	open (30)	Enter a description of this batch.
   BATCH DATE	date	Enter the date for the miscellaneous charges created in this batch. This date determines when the charges get billed.
   REVIEW ALL	yes/no	Indicate if you want to review all complaints (“y”) or only complaints that were flagged to charge the carrier (“n”).

3. Select Accept to begin reviewing complaints. If you select Reject, the batch will be rejected. If the same parameters are entered again, the same complaints will appear.

4. All complaints that fall within the defined parameters will appear on the screen. Select Review to edit complaints: you can modify the charge code or amount, and change the “charge carrier” flag. Charges that are accepted into the batch (Chg set to “y” and Amount > 0) will not appear in any subsequent batches.

5. Once editing is completed, select Accept to create the batch of charges.