Reporting a bad product and reading the evidence
Reporting a bad product
The button is in three places, one for each team that meets the product:
- Buying - Suggest discontinuing, under the stock information on each line of a draft purchase order (Items tab), on the All supplier's products tab of a purchase order, and on an agent's Ordering page. It is not shown when you order from a partner organisation.
- Goods in - Report a bad product, on each line of a stock delivery.
- Customer services - Bad product, beside each line of the claim panel in a customer chat.
Each opens the same dialog. Tick at least one reason:
- High complaints
- Slow seller
- High competition
- Import issues
- Arrived broken
- Arrived rotten or out of date
Then write, in your own words, what you have seen with the product. Both are required: Send suggestion stays grey until a reason is ticked and there is a text.
Nothing changes on the product when you send. Your report is added to the count, and the Supply Chain Managers act when enough people point at the same product. You can report the same product again later, for example when another delivery arrives broken: every report counts.
On the buying lines, once a product has been reported, an amber label shows Suggested N times by M people. The count is for the whole group, not only your organisation.
Reading the evidence on the Goods page
The Goods page, in the group menu, lists every product of the group. Two things on it come from bad product reports.
The Suggested to discontinue card
The last card at the top, Suggested to discontinue, shows how many products staff have reported, and under it how many reports were sent in all. Click the card to list only those products, sorted by the most reported first. Click it again to go back to every product.
The Bad feedback column
The Bad feedback column has up to two capsules on each row.
The first is what aiku counts on its own, over the last 12 months, without anyone having to report it:
- refunds of goods that were dispatched;
- replacements sent, except when the courier, the warehouse or the customer was at fault (damaged or lost in transit, wrong item sent, missing from the parcel, customer error);
- items added free to the customer's next order;
- claims raised against the supplier at goods in.
The capsule shows a level, the share of orders that ended with the customer compensated, and the number of customers compensated against the number of orders that carried the product. Hover the figures for the breakdown into refunds, replacements, items sent in a next order and claims to the supplier. A product with claims to the supplier but no compensated customer shows the number of supplier claims instead.
The level compares the customers compensated with how often the product is ordered, so a best seller with a few refunds is not marked as bad as a product that is refunded on most of its few orders:
| Level | Share of orders with a customer compensated |
|---|---|
| Mild | below 2%, or fewer than 3 customers compensated |
| Bad | from 2% |
| Severe | from 5% |
| Disaster | from 10% |
A product needs at least 3 compensated customers to be graded above Mild: below that, one refund on a single order would read as 100%.
The second capsule is the staff votes: the number of people who reported the product. It is amber, and turns red from 3 people. Hover it for the number of people and of reports; click it to read every report: who sent it, from which team and organisation, when, the reasons ticked and the text. The top of that list counts the reports by team and by reason.
Filtering by level
Above the table, the Bad feedback filter offers Mild, Bad, Severe and Disaster, each with the number of products at that level. Choose one to list only those products, worst first; choose All to clear it. The filter follows the level aiku counts on its own; staff votes are on the card instead.
Acting on it
The evidence does not change anything by itself. To change a product's status, use the controls already on the page: in the Status column choose the new status and press Set, or tick several rows and use Change status to above the table. In both cases a preview shows what the change affects, and nothing changes until you confirm.
The rest of the product list
The Goods product list is a standard aiku table: sort by Code - description, Sales or Bad feedback by clicking the heading, choose how many rows per page, and hide the Bad feedback column when you do not need it.
- Code - description - click it to open the product's detail on the side.
- Sales - the group's sales of the product in the period chosen above the table (Last 30 days, Last 90 days, This quarter, Last 12 months), in thousands, with the trend against the period before: green going up, red going down. One dot follows for each organisation: green going up, red going down, dark grey sold with nothing to compare against, light grey no sales, an empty circle when the organisation does not stock it. Hover for each organisation's sales and trend.
- Group stock - what is available in all organisations together, then, in green, what is on the way. One dot follows for each organisation, coloured by its stock condition. Hover for each organisation: available, on the way with the next expected date, and its cover in weeks.
- Bad feedback - see above.
- Status - an icon: green tick Active, grey pause Hold, amber cross Discontinued, red cross Retired. Hover it for the name.
What it does not cover
- A product that is not linked to a group SKO (master stock) can still be reported, but it does not appear on the Goods page, so its votes are not seen there.
- A product made of several SKOs counts against each of them: a refund of that product adds to the bad feedback of every SKO it is made of, and so does a report.