Distribution Complaints¶

Target Audience: Users, Customer service

Introduction¶

When a subscriber reports a problem with the delivery of a printed product — for example, that the newspaper never arrived — customer service can register a complaint on the subscription's distribution. Every complaint is saved, so you can always see which complaints a distribution has had and how each one was compensated.

Distribution complaints are only available for organisations that use Payway's distribution, and only for distributors that have been set up to support complaints in the distribution configuration.

Viewing Complaints¶

Complaints are managed from the distribution settings of a subscription. Distributions that support complaints have a complaint icon in the list. The complaint view lists all complaints registered for that distribution, and the list can be sorted by any column.

Registering a Complaint¶

When registering a complaint, you fill in the following:

Field	Required	Description
Date	Yes	The day the problem occurred. Today is selected by default. Any date up to today can be chosen; it does not have to be a distribution day.
Reason	Yes	One of the complaint reasons set up for your organisation.
Comment	No	A free text comment about the complaint.
Compensation	Yes	How the subscriber is compensated, see below.

Compensation¶

There are two types of compensation.

Send newspaper to the subscriber¶

Handled manually. You arrange a new delivery for the subscriber yourselves, outside Payway. Payway only saves the complaint and does not change the subscription.

Extend subscription¶

Handled automatically. When the complaint is saved, Payway looks up the next distribution date for the subscription's product. If the subscription would otherwise end, be invoiced or be charged before that distribution, Payway extends it so that the subscriber also receives the next distribution:

For subscriptions paid by card or other online payment methods, the next renewal and charge is moved.
For invoiced subscriptions, the next invoice period is moved.
For subscriptions that are about to end, the end date is moved.

If the subscription already covers the next distribution, nothing is changed.

All complaints are also shown on the customer's account timeline.

Note

A registered complaint cannot be changed or removed. An extension that has been made is not undone automatically; if needed, change the renewal date of the subscription manually.

Configuration¶

The complaint reasons and the distributors that support complaints are set up in the distribution configuration.