Use this complaints process audit template to assess how your organization handles product, courier, and internal complaints from intake to resolution. Verify ticket creation, communications with purchasing and suppliers, and whether replacement orders and RGAs are managed correctly in systems such as Navision. Check courier claim initiation, ETA updates, and client communications, along with investigations into cause and corrective actions. Confirm records of returned or replacement goods, supplier feedback, and non conformances are captured and reviewed. Identify gaps to strengthen customer service, reduce delays, and standardize complaints management across teams.
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