Complaint Verification Tracking and Repaired - CNV stage

The Complaint Verification Tracking module enhances Odoo’s repair workflow by allowing service teams to track and categorize repair jobs based on whether customer complaints were actually verified during diagnostics. In many cases, products returned for service may not show the reported issue upon inspection. This module introduces a streamlined way to record, proceed, and report on such scenarios with full traceability.

At the core of this enhancement is a new “Complaint Verified” field on the repair form, with options Yes or No. When a technician cannot reproduce the reported issue, they can mark the complaint as Not Verified. Despite that, the technician may still proceed with standard servicing or preventive repairs. To finalize such jobs, a new dedicated closing stage is introduced: “Repaired - CNV” (Complaint Not Verified).

This new stage ensures teams can distinguish between repairs based on confirmed defects and those performed as a precaution or service gesture. The field and stage are fully reportable and can be filtered in list views, helping managers analyze repair trends, customer behavior, and potential false-positive complaints.

Functionality at a Glance:

• Adds a “Complaint Verified” field to repair orders.
• Introduces a new final stage: “Repaired - CNV” for unresolved or unverified complaints.
• Restricts access to “Repaired - CNV” only if the complaint is marked as Not Verified.
• Enables better analysis of complaints and service actions.
• Supports improved traceability and customer complaint tracking across repairs.

Use Case Example:

A technician receives a repair request for a device reportedly overheating. Upon inspection, the device behaves normally. The technician marks Complaint Verified = No, performs standard cleaning and software updates, and then marks the job as “Repaired - CNV”. Management can later review how many jobs fall into this category, helping identify patterns such as user error, vague complaints, or products with intermittent issues.

By adding this structured complaint verification step and tracking unresolved issues through a dedicated stage, the Complaint Verification Tracking module provides a valuable enhancement for customer service and product reliability teams. It promotes transparency, accountability, and better reporting across your repair process.