# Complaint
# Complaint matrix
To create a complaint matrix, switch to the Basic configuration - Settings area and search or filter for the entry Complaint matrix.
### Create or edit entriesÂ
Create new entries using the green +. Then fill in the fields according to your specifications.
1. meaningful naming for the level
2. If desired, a promotion
3. If the ERP processes the complaint type, it is stored here
4. If the complaint is a remission, activate this checkbox. If the checkbox is set, this level is only available in the client for products where the field "Remission-capable" is also set in the item master data.
5. Check if on-site disposal is carried out.
You do not have to fill in all fields immediately; this depends on the number of levels for your complaint process.
### Add new level
Up to 5 levels of a complaint matrix are possible. To add new levels, right-click on an existing entry:
[](https://wiki.dedesales.de/uploads/images/gallery/2025-03/UWrXciwTgW5ArhXw-image.png)
### Add translations
In case several languages are used in your company, you can translate the complaint matrix.
1. Select the "Translations" tab
2. Select the desired language from the Dropdown list
3. Select the level you want to translate with the pencil
4. Enter the new translation
5. Save the translation with the green tick or discard the translation with the red X
Repeat the process for all levels. After the total import, the translations are available for all employees.
# Editing Complaints in the Backend
## Show complaints
If you have the corresponding user right for complaints, you can switch to complaint processing at this point.
### New
Here, complaints newly created by the field service are displayed.
Click on a complaint in the left list and you will see the summarized information on the right side.
You can create a complaint document via the PDF icon. If you do not want to make any amendments to the complaint, you can also complete the complaint directly using the button. You or the responsible employee will then receive an email with the associated complaint document.
If you want to make amendments to the complaint, press the pencil on the right edge of the picture. The complaint will be set to the status "In progress".
### In progress
Here, all complaints that are in the status 'In progress' are displayed.
Click on the left side on a complaint that has already been processed and then on the pencil on the right edge of the picture.
After you have made your amendments, complete the processing with the green checkmark at the bottom left or discard your amendments with the red X.
You can complete the complaint at this point. You or the responsible employee will then receive an email with the associated complaint document.
### Completed
Here, all completed complaints that were completed via "New" or "In progress" are displayed.
You can no longer edit the complaints, only generate a complaint document via the backend.
