Module IC_Claims

Module IC_Claims allows customer to access application IC_Claims. Access to IC_Claims is possible only through application IC_Katalog ONLINE. Customer log in through IC_Katalog ONLINE into IC_Claims is done automatically.

Terms acceptance

Before using the application IC_Claims Customer is obligated to accept the terms and conditions. The regulations specify the rules for the provision of electronic services through the application IC_Claims and rules regards claim process.
The content of the regulations is available under the "Regulations" button in the top menu of the website IC_Claims.

The "I accept the regulations" button is located at the very end of the regulations.

Notifications

Customer may obtain information on the progress of the complaint procedure by e-mail. For this purpose, please provide your e-mail address.

Providing the correct e-mail address by the customer is required.

Email address  can be changed at any time on the notifications page, which is linked to in the upper right corner of the IC_Claims.

Submitting a complaint

The complaint process begins when the "+ Report a complaint" option is selected "

Purchase document

In the next step, it is required to provide the exact number of the purchase document (receipt / invoice) and confirm by clicking "Search".



Tips on where to find the exact document number are visible after selecting "Where to find the purchase document number".

Index number

After finding the purchase document indicated by the user, the system will automatically display purchased products.
At this point, check the box to the left of the item (index of product) that you want to claim. In case of many indexes on a document, the customer may use the "Enter index" field, where after entering the index, the system will search for the given index from the purchase document.

Please be aware that only one item (item index) can be selected at a time from a document with several different items.

To file a complaint for other items (item indexes) on the same purchase document, repeat the entire procedure for each item.

After indicating the claimed index, the user must indicate the quantity of the claimed item, and then click "Next>".

The system automatically allows you to select the maximum quantity of a given item (item index) according to the number of items on the purchase document.

Claim description

In the next step, the form requires the description of the complaint to be completed (i.e. a short description of the defect / problem of the goods complained about), the form of delivery and the preferred way of handling the complaint.

Available forms of complaint delivery:
1. IN PERSON - The customer himself provides a complaint to any branch of Inter Cars S.A. together with the printout of the application (the document is generated at the last stage of submitting the complaint).
2. INTER CARS TRANSPORT - The customer forwards the complaint to the route driver who supplies the customer with products from the Inter Cars S.A. branch together with the printout of the application (the document is generated at the last stage of submitting the complaint).

Available complaint handling methods:

1.Cash refund - the customer wants to receive a refund of costs

2.Exchange of goods - The customer wants to receive new goods

3.Repair - The customer wants to receive repaired goods

4.Others

In the event that the customer submits a request for reimbursement of additional costs incurred directly related to the goods complained about, select the "Additional costs -Yes" , and then fill in the visible field with the expected value in Polish currency (PLN) and description of claim (description of claim, i.e. a brief description of what the additional costs relate to, e.g. costs of reassembly / assembly of parts)

Additional costs will be considered, only if there are documents which proves them.

The documents should be delivered to the branch together with the completed warranty claim form or handed over to the route driver supplying the client with products.

Adding attachment

During the complaint process, the customer can add an attachment.

To add a file, select "yes" from the drop-down list under the text "attachments". After selecting "yes", the "new attachment" field will appear, which should be clicked to select the file to be added. After adding the attachment, press "continue" buton in order to complete the complaint process.

Vehicle data

The next step depends on individual product groups, which means that the customer will not be asked to indicate the vehicle in which the claimed part was installed for each product.

If the customer cannot see this screen, he should proceed to the next step.In the event that the customer sees the screen below, it will be necessary to indicate the vehicle in which the claimed part was installed by clicking on the appropriate tile.

Tiles description (from left side):
1. Passenger car
2. Trucks and trailers
3. Motorbikes
4. Agriculture
5. Axles

After indicating the tile configuration, a list of vehicles belonging to each other based on IC_Katalog ONLINE will appear.

It is required to indicate the brand, model, vehicle type and year of production.

After selecting all the previously indicated criteria, the system will automatically complete the required fields of the form, according to the customer's data.

The customer completes the remaining fields visible below.

The selection of the assembly / disassembly date is done by indicating the appropriate date on the visible calendar (the calendar appears when clicking on the "Assembly date" / "Disassembly date" field).

Please note that the system does not allow you to enter a disassembly date earlier than the assembly date.

If it is impossible to enter the vehicle in which the claimed part was installed, customer should choose any vehicle selection icon, and then select the "No vehicle in the database" option.
At this point, the system will allow the complaint process to be continued without providing vehicle data (make, model, type, year of manufacture, VIN, assembly date, dismantling date).

Please note that incomplete data may result in the rejection of the complaint.

Additional information.


These fields are marked automatically as required elements for submitting a complaint in electronic form.

If the customer does not agree with the statement, he should click "Cancel".

The system will not be able to complete the complaint submission process without consent.

If the Customer agrees with the statement and agrees to proccess the complaint further, he should click "Next>".

Summary

Summary is the last moment to opt out of submitting the complaint. The summary displays all the information indicated by the customer in the previous steps. If all the data is filled in correctly, select "Submit a new complaint".
If the customer wants to correct any of the visible data, he should choose "Back".

If the customer wants to stop making a complaint, he should click "Cancel"

Claim form

At this point, customer can download the complaint form.

The customer clicks on the green field 'Download complaint form', then the system will open the complaint form in the application window IC_Katalog ONLINE. At this point, select the printer icon in the upper left corner and indicate the printer on which the complaint form should be printed.

Remember to attach the printout to the claimed product.

Checking claim status:
Using the application IC_Claims, Customer has access to information on the page with the current status of the complaint, including the method and time of its consideration.

Information visible in main view of the claim list:

• Claim number with branch code, where the claim has been reported.

• Claim submission date.

• Index and manufacturer of the claimed product.

• number of the purchase document to which the complaint relates to, document type and date of creation

• claim status:

• Claim registration - the complaint has been registered in the system

• Receipt of complaint - the complaint has been accepted for processing

• Goods in the claims department - complaint is being verified

• Goods sent to the supplier - the complaint is awaiting the opinion of the manufacturer.

• Claim resolved - the complaint has been processed

• Claim completed – the complaint has been settled with customer.

• Details - link leading to a page containing detailed information about a given claim.

Appealing against the decision.

If the customer makes a complaint from a document and on a product that has already been claimed, notification will appear that the complaint about that product has been rejected. The customer may appeal against the decision. The system will automatically enter the data provided in the first process. The customer can check and modify them.

In case of submitting an appealing, it is neccessary to enter a justification.

Detailed information

Detailed information is available for each complaint, which includes: complaint data, vehicle data, photos and product data.

Status log

IC_Claims allows checking status logs changes for each claim.

Enter the details of the selected complaint. At the very bottom of the page there is the "History" tab, where you can check the current status of the complaint and the "Decision" tab, where you can check how the complaint was examined

Application error reports

Any comments on the operation of the IC_Claims can be reported to the email address [email protected] or via the form available on the website. A link to the application form is located in the top menu.

IMPORTANT: The "Report a problem" form is not intended for submitting complaints or inquiries regarding the current status of complaints already reported.

All reports that do not relate to technical problems related to the operation of theIC_Claims service will be ignored. The system will automatically enter customer data, i.e. name, surname, email and telephone. Data can be modified.

In the "Description of the problem" field, enter what problem has occured regarding the use of the IC_Claims application.