How to use the Correspondence module

When correspondence on a particular matter is received by the Registry:

1. Add a new record to the Correspondence Module.
2. Select a correspondence Type from the Type: (Classification) drop list.

   Type refers to the medium of the correspondence, for example:

   • Letter
   • Email
   • Phone Call
3. Select a correspondence Category from the Category: (Classification) drop list.

   Category refers to the nature of the correspondence, for example:

   • Complaint
   • Compliment
   • Information Request
   • Refund Request
4. Select a correspondence Status from the Status: (Classification) drop list.

   Options can include:

   • Open - The matter is not yet resolved.
   • Closed - The matter is closed.
   • Awaiting Response
5. If this correspondence relates to a POS transaction, attach the relevant POS record in the Pos Transaction field.
6. Enter contact details of the person who has made contact with the Registry in the Contact Details group of fields
7. Select the Details tab.
8. In the Correspondence Details group of fields:

   Note: Use Lookup Lists whenever possible.

   1. Enter the name / role of the person who received the correspondence in the Received By field.

      The Date and Time are automatically entered in the Date and Time fields.

   2. Select the medium of the correspondence from the Method Lookup List.
   3. Amend the Date and Time of the correspondence if necessary.
   4. In the Received field, summarise the correspondence.
9. When a response has been made to the correspondence recorded at Step 8:
   1. Enter the name / role of the person who responded to the correspondence in the Response By field.

      The Date and Time are automatically entered in the Date and Time fields.

   2. Select the medium of the response from the Method Lookup List.
   3. Amend the Date and Time of the correspondence if necessary.
   4. In the Response field, summarise the response.

   Details of the Correspondence and Response are automatically recorded in the first row of the Correspondence List:

   

   If additional correspondence is received in this matter:

10. Search for the relevant Correspondence record.
11. Select the Details tab.
12. In the Correspondence List at the bottom of the tab, select the row with the asterisk .

    The Correspondence Details group of fields is made available for new details:

    

13. Complete the details as for a new Correspondence record (Step 8 above).