Almost all retailers need to deal with customer claims. The perfect solution should consist of:
1) Warranty setup in HQ - this is announced for future release
2) Possibility to create claim case in POS or in CallCenter
- search for original receipt, pick product
- describe defects, eventually use defect dictionary
- evaluate if the product is in warranty or not
- identify customer (even if the original sale was anonymous)
3) Synchronize with HQ - case management or new entity?
4) Support the process of decision making on POS or in HQ (or PowerApp, ...)
5) Finalize the case in POS or in CallCenter
- return money
- exchange product
- provide discount
- repair product
- reject the claim

Nice to have: inventory tracking, validation of serial number, parcell tracking or interface
Category: General
Needs Votes