FTF Documentation

Appearance

Record or update customer feedback ​

When to use it ​

Use this guide when you need to record or update customer feedback.

Before you start ​

  • Open Feedback from the module menu. Your account must have access to this screen and permission for the action you want to complete.

What this changes ​

Customer feedback and its follow-up status are saved.

Feedback actions change the saved customer comments and follow-up information. They do not change the customer’s order quantities or payment balance.

Steps ​

  1. Open Sales → Feedback and select Add Feedback.
  2. Choose the customer, related order, date, type, source, and complaint details where applicable.
  3. Enter the customer comment and staff comment separately, and select the staff member who received it.
  4. Set the appropriate status and select Save. Use Edit later to record follow-up or close the feedback.

Screenshot placeholder: Feedback: record or update customer feedback.

Screenshot to add: Feedback: record or update customer feedback. Capture filename: images/record-or-update-customer-feedback.png.

Restrictions ​

The related order list depends on the selected customer. Do not select an unrelated order merely to complete the form.

If something went wrong ​

Before Save, correct the customer/order link, comments, source and status. After an unclear save, check the existing feedback before adding another entry.

For incorrect saved notes or follow-up, use Edit, save the confirmed details and reopen it. If the feedback describes a stock, delivery or payment mistake, resolve that originating task separately; editing the feedback only records the issue.

Check the correction ​

Check the saved customer/order reference, comments and status. Tell the colleague handling the complaint if the earlier entry gave the wrong follow-up.