Claim tracking system
This section of the Extranet is designed for submitting and tracking content-related complaints.
View claims
The list of all your claims is provided in this section.
Your claims can be found by using the ‘Claim Search Form’, which is available on the right-hand side of the page. You can find products by using the following searchable parameters:
- Claim Status
- Claim Severity
- Product Status
- Tracking # - enter the ID of the claim
- Customer SKU – enter your internal part number
- System ID – enter DataSource SKU identifier
- Contact Name – search by name of the contact who submitted the claim
- Date Range (From/To) – in mm/dd/yyyy format
Click on the 'Search' button. All claims matching the specified criteria will be returned. The button 'Reset' erases the old criteria and reloads the default page. The results can be exported as a text file by clicking on Download Search Result.
From the ‘View Claims’ results page, you can click on ‘Claim ID’ to view the claim form. There are several sections provided in the claim detailed form. The Claim ID is provided in the top-left corner of the page.
The section below provides the information on:
- Related SKU Claims – shows the IDs of the claims that were submitted for the same product
- Claim Status – status of the claim
- Severity – a regular or a critical claim
- Submission Date – creation date of the claim
- Last modification Date – last date the claim was updated
- Owner – Claims Team contact that the claim is assigned to
In the following section you can find:
- Customer Name
- Customer ID
- Contact – name of the person entering the claim
- Email address – address of the claim submitter
- Additional email address – email of the contact who also needs to be notified
- Customer SKU – your internal part number. This line has [Search by P/N] button which redirects to Search your SKUs page for reviewing this product’s record
- MfgPN
- MfgName
- System ID – DataSource SKU identifier. This line also has [Open SKU Spec] button which allows seeing the SKU’s specifications or the button [Search by SKU] for viewing this SKU record in the Search your SKUs section if the SKU has not been produced yet.
- SKU Status – status of the SKU
- Error Type – type of the reported error
You may see the claim’s description history and any provided files in the following section.
If you would like to provide additional information, you can enter your comments in the section Reply.
After you are done, click on the Update button on the bottom left of the page.
In case the claim has been already closed / completed or has been declined, you can click on the Reopen button. The ‘reopened’ claim will be moved back to the status ‘new’ and will be re-processed by the Quality team.
Add a claim
This section is intended for submitting content-related claims.
Before submitting a claim, we recommend checking the product data sheet to verify the latest specifications (see the section 7.4.4 ‘Product Data Sheets’).
- On the ‘Claim submission form’ provide the following information:
- Contact person – name of the person submitting the request.
- Email address – submitter email address.
- Additional email address – email of the contact who also needs to be notified.
- DataSource System ID or Cust SKU – enter DataSource SKU identifier. Or if you are a PULL Account Type customer, enter your internal part number.
Note: This field is required as the system will check the existence of the provided DataSource System ID or Cust SKU within your catalog. Providing a non-existing SKU number will prompt a warning message and you will not be able to submit your claim.
- Error Type – select the type of error corresponding to the request. You may choose multiple types using CTRL key.
- Severity – define if the claim is regular or critical.
- Detailed description – provide detailed information about your request and the component impacted (i.e. standardized description, main specification, extended specification, image, marketing description, related products). Whenever possible, support your request with a URL address from the product manufacturer site showing the original product part number and the correction you are requesting.
- Attachment - you can attach the manufacturer product specification (as a PDF file) or price lists to support your claim.
Note: In a case where several SKUs are impacted by the same correction, you may attach the list of different SKU numbers instead of registering one claim per SKU.
Once all information is entered, click on submit to register your claim. You will receive a confirmation message. You can then either add another claim, or move to the ‘View claims’ section. An automatic email notification will be sent to the provided email addresses to confirm the receipt of the claim.
Claim processing and statuses
Different claim statuses, and their corresponding definitions, are provided below:
- New – upon receipt of a claim, the status is set to New. Our Quality team is then notified that a new claim has been registered, and the claim is assigned to a team member for processing.
- Assigned – the claim is being reviewed by our Quality team. We are looking at the information provided, searching on the manufacturer’s website to identify the error, and will validate the corrective action to be applied.
- In production – this status is set when the product is either still being worked on currently in production, or is returned to production.
- Completed – this status is set once the appropriate corrective action is applied to the product. A new email notification is sent to the provided email addresses to summarize the corrective action that was applied to the product.
- Pending – if there is a need for additional information or communication in order to process the claim, the claim status is set to ‘Pending’. An email is sent to the provided addresses, with the description of the requested information that would help us to quickly solve the problem.
- Updated – set when additional information is provided to us in order to process the claim. All provided information is available in the ‘Detailed description history’ field within the ‘Claim detail’ form.
- Stand-by – this status is assigned to a claim whenever the complexity of the request requires a longer period to investigate or fix. For example, a request related to our Product Data Model or that impacts thousands of products will require more effort to be resolved. Email communication is then used with the customer about the details.
- Closed – this status is automatically given to a claim that was previously in status Completed and for which the corrected SKU has been shipped (the Completed claim status means the SKU is corrected and Ready for delivery).
- Rejected – this status is applied to claims where the issue is considered unfounded or irreproducible. An email notification will be sent with the detailed information on the reject reasons.
