A case can be registered directly in Easly or by the customer themselves on the customer's website/portal.
1. Click on the green button marked "Create new case" in the upper right
2. Fill in the necessary information in the form that appears. The fields marked with a a red star are mandatory.
3. The save buttons at the bottom of the form:
Click "Save" at the bottom of the form if you want to save the case without sending it to the supplier straight away.
Click "Save & Send" if you want to save and send the case to the supplier. You can also use the "Save & Send" button if you want to remind the supplier later.
If the case concerns a sold item, the customer receives an e-mail with a case-ID when the case is saved for the first time.
If you have a customer portal on your website, the customer can register their case themselves. Here they will have to fill in a form with the necessary information and upload a picture of e.g. the damaged product. When the customer submits the form, the case ends up as a new case/blue case in your Easly-user under "New cases".
If damage has occurred to an item during transport, you can register the damage in the "Transport damage" form. You will find the form when you create a new case and select "Transport damage" at the top right of the form.
1. Create a new case
2. Select "Transport damage" at the top right of the claim form
3. Select which supplier the damaged item belongs to
4. Select the relevant carrier
5. Fill in information about the case and click "Save" if you want to save the case and "Save and send" if you want to send the case to the carrier.
Step 1: Begin by opening the case where you want to upload pictures. Click on 'Add picture with phone.'
Step 2: You will now see the QR code. Take out your mobile phone/tablet and hold your camera over the code. A link will appear.
Step 3: Click on the link that appears on your screen.
Step 4: You will have the opportunity to add a receipt and/or a picture of the damage. Then, click on 'Upload files.' You will then have the option to choose a picture from your library or take a new picture.
Step 5: After you have selected the picture(s) you want, click 'upload.' Once the pictures are uploaded, they will be added to your case.
1. When you receive the case outcome from the supplier, open the relevant case and select the outcome in the "Status case" field. If the case is approved, select the "Approved"-option. If the case is not approved, choose "Not Approved". The customer will now receive an automatic email about the outcome and is asked to contact, or come into the store.
2. In the case form, write the outcome of the case in the field "Own notes". If any other employees should receive questions from the customer about what is happening with the case, they can check this field and see the outcome. Here you can write e.g. "Supplier sends new item" etc.
This field can also be useful if you receive a similar case later.
About Claim Status
At the top of the case form you will find a section called "Status case". This field shows where the case is in the process. You can also see where the case is in the process from its color:
Blue: New, unprocessed case
Yellow: Case under processing
Green: Approved case
Red: Rejected case
This button explains where the case is in the process.
It starts as blue when the case is unprocessed. When you send the case to supplier/external for review the case turns yellow. The button turns green/red when the case is approved/not approved.
If you are working on a customer-case, the customer will receive an automatic email when the case is created and when the outcome of the case is decided.
If you want to customize the automatic email to the customer, click "Customize email" when you approve/decline your case.
When you are informed by the supplier of the outcome of the case, select one of the options in the box for "Compensation" at the top of the form.
Compensation examples:
The examples above is just a selection, and the options can be customized by your organization
if necessary.
New item
If the supplier sends a new item as a replacement for the return/claims case, select this field. Then the field for Compensation becomes green.
Credit note
If the supplier sends a credit note as a compensation, select this field. You will then have the opportunity to upload the credit note in the case.
After you have selected "Credit note" as outcome of status compensation, an "Attach credit note" box appears at the top of the form.
Repair
If the supplier/your store has repaired the product, select this option. Then the field for Compensation becomes green.
Approved by store
If the supplier has not approved the case, but you as a store choose to do so, select this option. Then the field for Compensation becomes green and the case does not require any information about new goods, credit notes, repairs etc.
New part
Choose this option if the supplier sends a new part to replace a damaged part of the product.
At the top of the form you will see a box called "Ready for archive". You tick this off when the case should be archived. The case is automatically moved to archive when all fields under "Claim Status" have been processed and the "Ready for archive" button is ticked.
Compensation
Compensation
If you want to track the customer outcome in your cases, we can simply add a field called "Customer's outcome" in your case form.
Some customer outcome options to choose from:
If you dont have this field in your case form and want it, please contact us on support@soeasly.com and we will fix it for you.
Choose between predefined options in dropdown fields in your form. Your store can use these options in a statistical context.
In your case form, you can choose which cause of damage-code the case belongs to.
If you cannot find a suitable code, contact Easly Support.
In your case form, you can choose which Product-category the case belongs to.
If you cannot find a suitable code, contact Easly Support.
At the top of the case form you will find a tab for cost registration, called "Cost Registration". Here you will have the option to add information about the costs related to transport, hours, repair costs, etc.
Further, you can create an invoice on your own which you can send to the relevant supplier, or send a form with the costs to the desired recipient (eg accounting, supplier etc.).
You can send the form by clicking on the "Send costs" button at the top right. Here a mail selection opens and you can add the desired recipient.
(NB! If you have decimals in the numbers you enter in the cost registration fields, you must use dot to separate them, not comma. Ex: 4.10)
In Easly, you can search for the following information:
You can also specify different search criteria in the filter function
If your organization has a form on your website, where customers can register their cases themselves, the cases end up under "New cases" in your user.
Get an overview of statistics such as
