01Inventory and manufacturing · module
Customer and supplier claims
Customer and supplier claims on support tickets linked to sales and purchase orders
- Ticket (claim)
- Sales order
- Purchase order
- 9
- capabilities
- 3
- record types
- 2
- automations
- 0
- integrations and AI tools
02What the module does
Less routine. More value.
The module adds claim tracking to customer support: on a support ticket, you mark whether it is a customer or supplier claim and attach the relevant order. The claim then follows the same workflow as other support tickets, keeping all claims in one place alongside your commercial documents.
- Customer or supplierDirectly on a support ticket, you mark whether it is a customer or supplier claim. You do not need a new document type, and both workflows stay in a single list.
- Know when a claim startedThe ticket records the date and time the claim was opened. You can easily see how long a case has been open and filter claims by date.
- Resolution stays on recordEvery claim includes a field for describing the resolution. Anyone on the team can later see how the case turned out without having to ask a colleague.
- Claim linked to a sales orderLink a customer claim to the relevant sales order. The agent immediately sees the commercial context, while the link itself remains optional.
- Claim linked to a purchase orderLink a supplier claim to a purchase order so you have the relevant document at hand when dealing with your supplier.
- Define your own statusesDefine claim statuses yourself within the customer support workflow. Claims then move through the same steps your team already knows.
- Owner and response targets in viewAssign an owner to each claim and view response targets on the dashboard. The support lead immediately sees who is handling a case and how the team is performing.
- Purchasing notified on timeUse automation rules to configure custom steps by claim type, such as creating a task for purchasing. Supplier claims go straight to the people responsible for resolving them.
- Claims in a single filterClaim fields are available both on the form and in the ticket list, letting you filter and sort claims alongside all other support work.
03How it works
How it works step by step.
How it works
A claim is a standard customer support ticket with a selected claim type: customer or supplier. The ticket gets a date and time when the claim was opened and a field for describing the resolution. You can link a customer claim to a sales order and a supplier claim to a purchase order. Linking an order is optional.
Read in detail
Claim fields appear both on the form and in the ticket list, so you can filter and sort claims alongside other support work.
As a result, claims do not require a separate document type. Agents work in the same ticket list as before and can see which order a claim relates to, when it was opened and how it was resolved.
Workflow and ownership
Statuses, agent assignment and response targets are governed by customer support. You define your own statuses and track response targets on the dashboard. Using automation rules, you can set up custom steps based on claim type—for example, creating a task or notifying purchasing when a supplier claim is logged.
Read in detail
Because a claim is a support ticket, it shares the same permissions, assignments and views as other tickets. A support manager sees claims in a single overview alongside other work and can filter them by claim type.
What the module is not
This is a claim register, not a quality management system. The module does not include incoming, in-process or final quality inspections, nor does it automatically generate claims from warehouse or production data. Returns and supplier claims for spare parts in field service are handled by the service module.
Read in detail
To evaluate claims, use the standard views and filters on support tickets by claim type and date opened.
04What runs automatically
Automations that save time.
Supplier claim alerts purchasing
A ticket event triggers an automation rule filtered by claim type. It can create a task or alert purchasing so they learn about the case on time.
Same workflow as support
As soon as you mark a ticket as a claim, it inherits the statuses, assignments and response targets from your customer support workflow. You do not need to configure a separate process.
05Frequently asked questions
How do I log a customer claim in Draivix?
Create a support ticket, mark it as a customer claim and optionally attach the sales order it relates to.
Can I also track claims with suppliers?
Yes. A supplier claim links to a purchase order, and you can use an automation rule to notify purchasing, for example.
Is this a quality management system?
No. The module tracks claims; it does not include inspection plans or in-process quality control in manufacturing.
Who configures claim statuses?
You define the statuses yourself in the customer support workflow, and claims follow it just like other support tickets.
Where do I handle spare parts returns to suppliers?
Returns and supplier claims for spare parts in field service have their own document in the service module. This module tracks claims as support tickets.
What is required for claims tracking to work?
The module builds on customer support, orders from the accounting module, and service management, which must be enabled in your instance.
- Helpdesk and customer supportTickets from email inboxes, queues, custom workflows, and AI request routing
- Issued invoices and paymentsInvoices, advance invoices, credit notes, and tax documents for payments with gap-free numbering
- Field service and dispatchService requests, technician visits, dispatch, route optimization and service reports
- Automation and workflowsNo-code “when X happens, do Y” rules and scheduled recurring records
- Companies, contacts and activitiesA single directory of companies and contacts, tasks, meetings, calls and AI meeting notes
- Warehouse managementWarehouses, bin locations, goods receipts, issues, transfers and stocktakes built on an immutable movement ledger
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