Complaint types and workflow

Complaint types – overview

A complaint type (e.g., Vehicle warranty, Goods complaint, Kitchen, Equipment and accessories, Service / support) is the central configuration of the complaint module. Each type controls:

which workflow steps apply and how they are shown (prominent, compact, hidden stepper);
which sidebar sections are visible (vehicle, warranty, installer, complained items);
which quick phrases let employees add text to a comment with one click;
which e-mail templates notify the customer at key steps;
which resolution types are allowed at closure (repair, replacement, refund, rejection);
what the SLA deadline is (default: 15 days under Croatian Consumer Protection Act).

Path: Complaints → Complaint types – admin only.

Complaint type fields

Field	Description	Note
Name	Short label shown in the menu, list and kanban filter (e.g., "Goods complaint").	Required
Description	Internal note explaining what activity the type covers.
Icon	Font Awesome icon (e.g., `fa-car`, `fa-couch`) for visual identification.
Color	Hex color for the type badge in list and kanban.
Stepper mode	Step display mode: `prominent`, `compact`, `hidden`.	See next section
Steps	List of steps in JSON – key, label, icon, order, optionally auto_trigger and branches.	See "Workflow" section
Quick phrases	Predefined snippets that the employee adds to a comment with one click.
SLA days	Deadline in days. Default 15 (Croatian Consumer Protection Act).	Can be longer for complex types
Resolution types	Allowed resolutions at closure (repair, replacement, refund, rejection, agreement).
E-mail templates	List of templates with subject, body, and a "trigger" step.	See "E-mail templates" section
Sidebar sections (toggles)	Switches that turn sidebar sections on or off per type (vehicle, warranty, installer, parts, multi-location).	See "Sidebar sections" section
Priority	Default priority for new complaints of this type.	Can be changed at creation
Notify e-mails	Fallback e-mail list if the assigned employee / author is unavailable.	Comma-separated
Default	Marks the type pre-selected when creating a new complaint.	Only one can be default
Preset	Marks the type as shipped as a preset – admins can clone and adapt it.
Active	Inactive types are hidden when creating, but historical complaints remain visible.

Workflow (stepper)

The stepper is the sequence of steps a complaint goes through from intake to closure. Each step has:

Attribute	Description
key	Internal identifier (e.g., `inspection`, `parts_ordered`). Do not change after use.
label	Name shown to the user (e.g., "Inspection").
icon	Font Awesome icon for the step (e.g., `fa-search`).
order	Display and progression order.
auto_trigger	Automatic trigger – sets the step on an event (e.g., `complaint_created`, `linked_doc:parts_receipt`).
branches	Branching – the step has multiple possible outcomes (e.g., "Decision" → "Accept" or "Reject").

Example steps for "Vehicle warranty"

Intake – auto trigger: on creation.
Inspection – the technician examines the vehicle and identifies the cause.
Manufacturer request – a request with photos and description is sent.
Manufacturer decision – branching: Accepted or Rejected.
Part ordered – auto trigger: when a parts order is linked.
Part received – auto trigger: when a parts receipt is linked.
Installation – the technician installs the part.
Done – customer notified, vehicle handed over.

Steps are not strict – an employee can skip a step (e.g., bypass the decision if the manufacturer goes straight to repair) or step back.

Step display modes

Mode	When to use	Look
Prominent	Complex workflows with many steps and branching where clear visual progress matters.	Large cards with icon and description; active step highlighted.
Compact	Linear workflow with fewer steps that needs less space.	Horizontal progress bar.
Hidden	A type without a structured workflow (e.g., generic customer support).	No stepper; complaints just go Active → Closed.

The mode can be changed in the type admin – it does not change data, only the display.

Quick phrases

Quick phrases are predefined texts the employee adds to a comment with one click (instead of typing). Examples:

"Inspection completed, cause identified."
"Part ordered from supplier XY."
"Part has arrived at the shop."
"Customer notified about the repair timeline."
"Vehicle ready for pickup."
"Warranty rejected – reason: expired."

Phrases are configured in the type admin and appear as buttons above the comment input.

Quick phrases speed up data entry and ensure consistent vocabulary across employees – customers always get a similar tone, not improvisation.

Sidebar sections per type

Different complaint types need different sidebar sections. Toggles in the type admin:

Toggle	What it shows	Typical for
Show vehicle	Sidebar section with vehicle data (make, model, plate, VIN, mileage).	Vehicle warranty, vehicle service
Manufacturer warranty	Sidebar section with warranty data (manufacturer, expiry, status).	Vehicle warranty, kitchen, equipment
Complained items	Sidebar section listing items / parts from the invoice that are subject to the complaint.	Goods complaint, equipment
Installer	Sidebar section with installer info for kitchens, furniture, white goods.	Kitchen, furniture
Multi-location	Allows linking the complaint to one of several physical locations (service points).	Large service workshops

Fields not enabled for the type are not shown in the UI – the interface stays focused on what matters.

E-mail templates per step

Each type can carry a set of e-mail templates linked to specific steps. Examples:

Template	Trigger step	Typical content
Receipt confirmation	Intake	"Your complaint {COMPLAINT_NUMBER} has been received. We will reply within 15 days."
Inspection complete	Inspection	"We have inspected your vehicle. A request to the manufacturer follows."
Part ordered	Part ordered	"The part for your vehicle {VEHICLE_IDENT} has been ordered, expected delivery: 7 business days."
Part received	Part received	"The part for complaint {COMPLAINT_NUMBER} has arrived – please book an installation appointment."
Warranty rejected	Manufacturer decision ("Reject" branch)	"Unfortunately, the warranty claim was rejected because ..."
Done – pickup	Done	"Your vehicle {VEHICLE} is ready for pickup."

Templates are not sent automatically – when an employee chooses "Send template" from a complaint, the system fills in macros and opens a preview before sending.

Macro variables (placeholders)

{COMPLAINT_NUMBER} – complaint number
{CUSTOMER_NAME} – customer name
{VEHICLE} – vehicle (make and model)
{VEHICLE_IDENT} – plate or VIN
{SERVICE_NUMBER} – service order number
{PUBLIC_LINK} – public complaint link
{USER_NAME} – sender employee name
{COMPANY_NAME} – your company name

Resolution types

When closing a complaint, a resolution type is selected. Standard options:

Resolution	When to use
Repair	The product was repaired and returned to the customer.
Replacement	The product was replaced with a new one.
Refund	The customer was refunded – linked to a credit note or invoice cancellation.
Rejected	The complaint was not justified – reason recorded in the note.
Agreement	The customer and trader reached an agreement (discount, alternative product, transfer to a future purchase).

The list of allowed resolutions is configured per type – e.g., "Service / support" does not need "Replacement", while "Goods complaint" offers all options.

Preset types

The module ships with several preset complaint types that admins can use directly or clone and adapt:

Preset	Typical workflow	Sidebar sections
Vehicle warranty	8 steps, prominent stepper with branching at the manufacturer decision.	Vehicle, warranty, parts
Kitchen	Inspection → Replacement element order → Installation	Manufacturer warranty, installer, complained items
Goods complaint	Validity check → Decision → (Repair / Replacement / Refund) – compact stepper.	Complained items, warranty
Equipment and accessories	Short workflow (3 steps) for simple complaints on small goods.	Complained items
Service / support	No stepper – just customer communication until resolution.	No sidebar sections

Clone a preset (copy and adapt) instead of editing it directly – if you later want to start over, the original preset is still there.

Best practices

Start with presets. Clone "Goods complaint" or "Vehicle warranty" and adapt rather than building from scratch.
Fewer steps, clearer meaning. 5–7 steps cover most cases. More than 10 means too much detail for the employee to track.
Use branching only where there is a real decision. No branching if the path is always the same – it just adds noise.
Update quick phrases quarterly. If the same phrase is typed manually often, add it to quick phrases.
E-mail templates should sound human. Avoid bureaucratic jargon – address the customer with their name and a personal tone.
Set SLA realistically. If a warranty process always takes more than 15 days, set a realistic deadline and inform the customer at intake.
Disable types instead of deleting. A disabled type vanishes from new entries but history stays – no data loss.