#25487 · Error cobro/ Error vale 26.04.2025
ID interno: 10918000007414061
Estado
Cerrada
Prioridad
Normal
Urgencia
Alta
Impacto
Afecta al usuario
Categoría
LS Retail
Subcategoría
Error personal tienda
Tipo
Incidencia
Canal
CAU
SLA
SLA Soporte TIENDAS
Grupo
Brownie (Tiendas)
Site
TIENDAS
Nivel
Nivel 1 - Primera Respuesta
Solicitante
Técnico
Departamento
Tiendas
Request Type
Incidencia
Creado
26/4/25, 16:34
Resuelto
29/4/25, 10:58
Actualizado
1/5/25, 11:37
Asignado
Apr 28, 2025 09:37 AM
Respondido
Apr 29, 2025 12:57 PM
Completado
May 1, 2025 01:37 PM
First resp. due
Apr 29, 2025 08:00 AM
Due by
Apr 30, 2025 08:00 AM
Tiempo de resolución
66.4 h
Overdue
NoFirst resp. overdue
SíEscalado
NoReabierto
NoFCR
SíSolicitada cancelación
NoService Request
NoTrashed
NoAsignar técnico
Actual: Sergio Marqués
Descripción
Buenas tardes, os informamos del problema que hemos tenido esta tarde al cobrar a un cliente. Hemos hablado con Sergio y ya está al tanto de la situación y nos comentó que lo gestionaría el lunes.
El problema ha sido que el cliente al pagar nos ha entregado dos vales, uno de ellos con 79’90 y otro en el que figuraba que tenía 89’44, pero realmente quedaban 39’54 euros. Al efectuar la compra tanto el cliente como nosotras pensábamos que se le había cobrado de más por esto mismo, procedimos a devolverle el importe completo de la compra, los 195’70 euros, por error. Posteriormente, tras comprobar el valor del Vale vimos que la primera transacción estaba bien hecha, y al intentar efectuarla de nuevo ya los vales habían sido utilizados y el dinero de la compra totalmente devuelto.
La solución sería anular estas dos transacciones, es decir estos dos tickets (ya que sino el cliente se quedaría con 119,44 euros de más, cuando ese importe lo había pagado con vales):
-Nº0000000B35000025935: Aquí le cobramos 76’26 euros pero pensábamos que habíamos cobrado mal.
-Nº0000000B350000259536: Aquí le devolvemos 195,70 euros (Por error nuestro).
Tras esto, al cliente se le cobró ya correctamente por datáfono externo los 76’26 euros que tenía que abonar.
Añadimos los vales por si los necesitáis buscar:
-VALE de 79’90 euros: M007067002857
-VALE de 39’54 euros (el que pensábamos que era de 89’44 euros): M007067002777
Cualquier dato más que necesitéis nos decís, disculpad las molestias y muchas gracias siempre!!
Resolución
Se gestiona con cierres
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"id": "10918000000167008",
"name": "Sergio Marqués",
"site": {
"id": "10918000000794001",
"name": "HQ",
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},
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"email_id": "sergio.marques@browniespain.com",
"sms_mail": null,
"job_title": "ERP Technician",
"last_name": "Marqués",
"photo_url": "https://profile.zoho.eu/file?exp=10&ID=20083479533&t=user&height=60&width=60",
"department": {
"id": "10918000000174683",
"name": "IT",
"site": {
"id": "10918000000794001"
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},
"first_name": "Sergio",
"user_scope": "internal_user",
"employee_id": "smarques",
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"cost_per_hour": "0",
"is_technician": true
},
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"value": "1745924324791",
"display_value": "Apr 29, 2025 12:58 PM"
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},
"technician": {
"id": "10918000000167008",
"name": "Sergio Marqués",
"site": {
"id": "10918000000794001"
},
"phone": null,
"mobile": null,
"email_id": "sergio.marques@browniespain.com",
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"job_title": "ERP Technician",
"last_name": "Marqués",
"photo_url": "https://profile.zoho.eu/file?exp=10&ID=20083479533&t=user&height=60&width=60",
"department": {
"id": "10918000000174683"
},
"first_name": "Sergio",
"user_scope": "internal_user",
"employee_id": "smarques",
"is_vip_user": false,
"sms_mail_id": null,
"cost_per_hour": "0",
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},
"udf_fields": {
"udf_char2": "Remoto",
"udf_char3": "No"
},
"attachments": [
{
"id": "10918000007414081",
"name": "DAT.EXT 26.04.2025.jpeg",
"size": "2600367",
"module": "Request",
"file_id": "4855035",
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},
{
"id": "10918000007414093",
"name": "TICKET + COPIA DEVOLUCIÓN 24.04.25.jpeg",
"size": "3547017",
"module": "Request",
"file_id": "4855036",
"content_url": "/requests/10918000007414061/_uploads/4855036",
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},
{
"id": "10918000007414069",
"name": "VALES 26.04.2025.jpeg",
"size": "3134006",
"module": "Request",
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"description": "\n\n\n\n<div lang=\"ES\" style=\"\" class=\"zm_2238500196691209734_parse_3567195734589246253\">\n<div class=\"x_550779153WordSection1\">\n<p class=\"MsoNormal\">Buenas tardes, os informamos del problema que hemos tenido esta tarde al cobrar a un cliente. Hemos hablado con Sergio y ya está al tanto de la situación y nos comentó que lo gestionaría el lunes.</p>\n<p class=\"MsoNormal\">El problema ha sido que el cliente al pagar nos ha entregado dos vales, uno de ellos con 79’90 y otro en el que figuraba que tenía 89’44, pero realmente quedaban 39’54 euros. Al efectuar la compra tanto el cliente como nosotras pensábamos\n que se le había cobrado de más por esto mismo, procedimos a devolverle el importe completo de la compra, los 195’70 euros, por error. Posteriormente, tras comprobar el valor del Vale vimos que la primera transacción estaba bien hecha, y al intentar efectuarla\n de nuevo ya los vales habían sido utilizados y el dinero de la compra totalmente devuelto.</p>\n<p class=\"MsoNormal\">La solución sería <span style=\"color:red\">anular estas dos transacciones</span>, es decir estos dos tickets (ya que sino el cliente se quedaría con 119,44 euros de más, cuando ese importe lo había pagado con vales):</p>\n<p class=\"MsoNormal\">-<span style=\"color:red\">Nº0000000B35000025935</span>: Aquí le cobramos 76’26 euros pero pensábamos que habíamos cobrado mal.</p>\n<p class=\"MsoNormal\">-<span style=\"color:red\">Nº0000000B350000259536</span>: Aquí le devolvemos 195,70 euros (Por error nuestro).</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Tras esto, al cliente se le cobró ya correctamente por datáfono externo los 76’26 euros que tenía que abonar.\n</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Añadimos los vales por si los necesitáis buscar:</p>\n<p class=\"MsoNormal\">-VALE de 79’90 euros: M007067002857</p>\n<p class=\"MsoNormal\">-VALE de 39’54 euros (el que pensábamos que era de 89’44 euros): M007067002777</p>\n<p class=\"MsoNormal\"> </p>\n<p class=\"MsoNormal\">Cualquier dato más que necesitéis nos decís, disculpad las molestias y muchas gracias siempre!!</p>\n<p class=\"MsoNormal\"> </p>\n</div>\n</div>",
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"id": "10918000001068722",
"name": "Error personal tienda"
},
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"closure_code": {
"id": "10918000000044001",
"name": "Éxito"
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},
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"display_value": "Apr 28, 2025 09:37 AM"
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},
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"value": "1746099468530",
"display_value": "May 1, 2025 01:37 PM"
},
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"value": "1745924270277",
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"display_value": "May 1, 2025 01:37 PM"
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],
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