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.
Authorized service point
A business entrusted by a manufacturer with repairing its devices under warranty — answerable to the customer for turnaround and to the manufacturer for settlement.
Complaint workflow
The ordered path of statuses a complaint moves through — from accepting the ticket to closing the case.
Escalation
Moving a ticket to a higher support tier when a case breaches its deadline or needs a manager decision.
RMA
A formal return authorization for merchandise — and the unique number that identifies the case at every stage of handling.
Serial number
A unique identifier of one individual device — as opposed to a model number, which describes an entire product type.
Service order
Recorded work to be carried out on a device in your care — diagnosis, repair or inspection — tracked from intake to handover.
SLA
An agreed, measurable deadline for handling a ticket — such as time to first response or to resolving a complaint.
Spare parts
Components fitted to a device during repair — and the most common reason a service deadline is missed.
Ticket
A single case recorded in the system — a complaint, return or service request, handled from opening to closing.
Warranty and non-warranty repair
The same technical work on two different billing tracks — at the guarantor’s cost or the customer’s. Diagnosis usually decides which.