For suppliers to retail and industry
Fewer follow-up questions. Less back-and-forth.
TurnFriendly Retail connects complaints and damage cases from your customers in retail. Your team sees what information is missing, who is involved and how to move the case forward.
Interactive look inside TurnFriendly
RETAIL · SUPPLIER VIEW
Beispielmarkt Nord · Customer no. HK-2048
Delivery LS-2027-01864 · 10 May 2027
One delivery connects the retail customer’s complaint cases.
Delivery record
Damaged lid complaint
Photo documentation
Wrong colour complaint
Goods receipt record
Shortage notification
Quality inspection report · Lid damage
Finding: The reported lids have cracks.
Result: Lid damage confirmed; next steps are being coordinated.
Fictional example
Assess lid damage
Check colour against delivery line
Review picked quantity
Complaint
In progress
Damaged lids
1 case item
Complaint
Under review
Wrong colour delivered
1 case item
Complaint
Open
Delivery quantity incomplete
1 case item
10 May 2027 · Delivery to Beispielmarkt Nord
11 May 2027 · Lid damage reported
11 May 2027 · Wrong colour reported
12 May 2027 · Shortage notification received
Shared delivery context
All three cases concern the same delivery to the retail customer. Item numbers and affected quantities are recorded for each case.
Beispielmarkt Nord
Lena Brandt
Customer service
Sales
Logistics
Quality management
Each team reviews its part of the complaint. Tasks, feedback and decisions remain traceable in the same case.
Integrate product master data
TurnFriendly integrates product master data and your product hierarchy. Your team can access the relevant information directly while resolving the case.
Interactive look inside TurnFriendly · Product master data
Product number
ART-BOX-20-GR
Product hierarchy
Household → Storage
Specifications
Storage box · 20 litres · Grey
Units
Pack: 6 units · Sales unit: 1 unit
Supplier
Example household supplier
Delivery status
Available · No delivery block
Related cases (2)
Product information directly in the context of the complaint.
Product numbers, EANs, properties, packaging and sales units are available at the case item. Availability and delivery blocks add context, depending on the integrated data.
We connect your ERP and master data systems. The data scope and interfaces are tailored to your processes.
Service Automation
Recurring steps follow configurable workflows. Tasks, solution guidance and response templates help your team resolve the case.
Request feedback through tasks, deadlines and reminders. Responsibility and handling status stay visible to your team.
Dynamic text modules and templates make acknowledgements, interim updates and final responses easier to prepare.
Rules and scores flag cases that need attention. Your team reviews data protection, reputational, financial and operational risks and prioritises handling.
Retail in practice
The former project connected claims processing and communication between head office and stores, supported by the ASP offering.
The hagebau report described around 90% of tasks receiving a response with reminders, compared with 50% for emails without reminders. Response templates supported writing. Master data, documents and conversation notes remained in the shared case file.
Julian Jourdan, Head of Customer Service · hagebau report on the former project
Explore the customer project →Manage quality and service
Products subject to complaints and complaint categories reveal recurring patterns for quality and service teams. The following reports use fictional example data.
Incoming cases by category
160 complaints · Fictional example period: 12 months
Damaged goods
45
Incomplete delivery
40
Product quality
30
Delivery date
25
Advice & service
20
One main topic per case. These are not customer project results.
Open cases by queue
70 open cases · Fictional example dataset
Customer service
22
Stores
15
Purchasing
13
Quality management
12
Logistics
8
Incoming and completed cases
6 weeks · 210 incoming · 230 completed
Week 1
30 / 35
Week 2
35 / 35
Week 3
40 / 40
Week 4
35 / 38
Week 5
32 / 40
Week 6
38 / 42
Blue: incoming. Orange: completed. Includes cases already open.
Response and resolution deadlines
230 completed cases · Fictional example distribution
Standard service · on time
135 / 160
Priority resolution · on time
60 / 70
195 on time. 35 exceed the example deadline. This is not an agreed SLA commitment.
YOUR COMPLAINTS WORKFLOW
Talk to us about a typical complaint from a retailer you supply. Together, we review product and delivery data, the teams involved and the next steps for your workflow.
