Glossary

Glossary of complaint handling terms

Short, concrete definitions of the terms that come up in complaint, return and service handling — and how Reklamator implements them.

Complaint workflow

The ordered path of statuses a complaint moves through — from accepting the ticket to closing the case.

Moving a ticket to a higher support tier when a case breaches its deadline or needs a manager decision.

A formal return authorization for merchandise — and the unique number that identifies the case at every stage of handling.

An agreed, measurable deadline for handling a ticket — such as time to first response or to resolving a complaint.

A single case recorded in the system — a complaint, return or service request, handled from opening to closing.