REPEAT COMPLAINTS

Not all complaints are created equally. Some complaints are a sign that subscriber is a higher risk to cancel. For example, subscribers with repeat complaints are proven to be a higher risk, so Dart has quick access to repeat complaints in several pages. One such page is Repeat Complaints.

The definition of repeat complaint varies from publisher to publisher. Dart defines a repeat complaint as 2 chargeable complaints in 30 days as this is the most stringent measurement we could find among the dozens of publishers associated with Dart and PCF.

To run a report, specify the start date and the end date.

Click on the Recoverable status button and make a selection from the dropdown list.

Click on the “Date Selection” arrow to display other report options.

After desired options and filters are set, click the “Show Complaints” heading located at the top right of screen to get and show results.

At this point, Dart will show you the information.

Reminder: Depending on the number of records returned you may have more than one page to view.

Page forward or back feature can be utilized by clicking on the magenta colored and numbered squares at the bottom of screen.

Number of records per screen can be tailored as needed by clicking the facing down arrow in the numbered square next to the page forward/back feature.

The data on the report can be sorted by column in ascending or descending order by clicking on the up or down facing arrows on the column headers.

You have the option to download the report by clicking on the download button.

To view the file in Chrome, click on the file name on the lower left corner.

When you click on the download, you will receive the prompt below. To view the report, click Yes.

Here is a sample of the report.

The following grid provides a list of report categories with brief detail of each field.

Field Name	Description
Repeat	The number of chargeable complaints in the past 30 days.
Account No.	The publisher's account number
Warehouse	Warehouse is an alternate point within your plant's territory where carrier's pick up papers. Also known as a drop site or out-drop.
Product	What product was the subscriber expecting?
Route	The route who delivered the account on the date of the complaint.
Recoverable	Is the account recoverable?
Created At	Time the complaint was created in Dart.
Recoverable Verification	If the recovery driver has confirmed that the recovery was made to this subscriber, you will see it here.
Verification In Time?	What time did the recovery driver verify the recovery? (This could be the same as the time the recovery was made, provided the driver verified the recovery at the time he/she made it.)
Hot Complaint	Is this complaint a Hot Complaint?
Hot Complaint Verification	What is the status of the Hot Complaint? If the Hot Complaint has been worked, you will see the status change here.
Reason Code	What is the reason for the complaint? This is the code used by your company. If your company translates all publisher codes to a single set of reason codes for your company, this code may be different than the Publisher Reason Code. For example, a missed paper may have a code of "MP" from one publisher, "MISSED" from another, and "MPPR" from a third. Your company may choose to translate all of these to "MP" to make it easier for your carriers to understand.
Pub. Reason Code	What is the reason for the complaint in the publisher's system? This is code used by the publisher to define the reason for the complaint. If your company translates all publisher codes to a single set of reason codes for your company, this code may be different than the Reason Code. For example, a missed paper may have a code of "MP" from one publisher, "MISSED" from another, and "MPPR" from a third. Your company may choose to translate all of these to "MP" to make it easier for your carriers to understand.
C. Date	The date the complaint was entered into Dart. This date is almost always the same as the date when the subscriber reported the complaint to the publisher.
First Name	Subscriber's first name as defined in the publisher's system.
Last Name	Subscriber's last name as defined in the publisher's system.
(Customer Info)	House No., House No. Affix, Pre Direction, Street Name, Suffix, Dir. Suffix, Floor, Apartment, Building, Access Code, City, State, Zip, Home Number, Work Number
Complaint Text	This is a message from the subscriber or the publisher’s customer care representative.
Care Of	Reference info for the billing or delivery of a subscription. If the publisher’s system has a Care Of field and they pass this info to Dart, it will be displayed here.
Missing From	The start date of the date range for the complaint. It is typically the issue date for the complaint. When making a recovery, pay close attention to this field so that you recover the correct issues.
Missing To	The end-date of the date range for the complaint. This is typically the issue date(s) for the complaint. Most complaints have a missing-to date that matches the missing-from date because the complaint applies to just one issue.
Del Type	The delivery type for this subscriber -- such as Z1 (Home Delivery) or Z2 (Bulk)
Map	Delivery map indicates the days of the week when the subscriber receives delivery. Each character is a Y (receives a delivery that day) or N (no delivery that day). The first character represents Monday, the second represents Tuesday, and so on.
IC Ratio	Chargeability value for carrier complaint ratio reporting. This can be maintained with separate rules from publisher chargeability.
Penalty	A Y in this field indicates the complaint may result in a penalty to the carrier.
Performance	Is this complaint chargeable for your plant’s CPM? If so, will have a “Y” in this field.
Record ID	If the publisher sends a unique ID for each complaint, it will be visible here.
Chargeability	Is the complaint chargeable against your performance CPM?
Client Tracking Number	A unique value assigned by the publisher to each complaint. Sometimes this is used to link the complaint back to the source system. It is not used by all publishers.
Field 1	If the subscriber's account has a field1 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.
Field 2	If the subscriber's account has a field2 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.
Field 3	If the subscriber's account has a field3 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.
Field 4	If the subscriber's account has a field4 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.
Field 5	If the subscriber's account has a field5 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.
Field 6	If the subscriber's account has a field6 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.
Field 7	If the subscriber's account has a field7 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.
Field 8	If the subscriber's account has a field8 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.
Field 9	If the subscriber's account has a field9 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.
Field 10	If the subscriber's account has a field10 defined, you will see it here. This field is a custom field and usage by your company and/or associated publishers will vary.