Complaints System

Overview

The complaints system (Denuncias) allows customers to report issues with products, promotions, or vendor service. Vendors and administrators can respond to complaints, track resolution status, and maintain communication history.

Denuncia Structure

Complaint Fields

Field	Type	Description
`id_denuncia`	int	Unique complaint identifier
`motivo`	text	Complaint reason/description
`fecha`	varchar(25)	Submission date
`register_idregistro`	int	Customer ID (complainant)
`galeria_id_galeria`	int	Product ID (if product complaint)
`promocion_id_promo`	int	Promotion ID (if promo complaint)
`locale_id_local`	int	Store/vendor ID
`status`	int	Resolution status (0=pending, 1=resolved)
`resp`	int	Response indicator (0=no response, user_id=responded)
`nombre`	varchar	Responder name

Model Relationships

Denuncia belongsTo:
  - Locale (store)
  - Register (customer)
  - Gallery (product)
  - Promo (promotion)

Filing Complaints

Customer Complaint Flow

Identify Issue

Customer encounters problem with product or promotion

Access Complaint Form

Navigate via product/promotion detail page:

Product: /ventas/denunciar/{product}/{customer}/{store}
Promotion: /ventas/denunciar_promo/{product}/{customer}/{store}

Form displays with pre-filled context

Describe Issue

Customer enters complaint details in the motivo field:

Product quality issues
Delivery problems
Service complaints
Incorrect items
Other concerns

Submit Complaint

Form submits to:

Product: /denuncias/denunciar
Promotion: /denuncias/denunciar_promo

System automatically adds:

Current date (fecha)
Customer ID (register_idregistro)
Store ID (locale_id_local)
Initial status (0 = pending)
Response status (0 = no response)

Confirmation

Customer redirected to /denuncias/fin_denunciar with success message

Vendor Complaint Management

Viewing Complaints

Endpoint: /denuncias/index

Vendor View
Administrator View

Vendors see only complaints for their store:

$user = $this->Session->read('Auth.User.locale_id_local');
$conditions = array(
    'Denuncia.locale_id_local' => $user,
    'Denuncia.resp =' => '0'  // Unresponded only
);

Features:

10 complaints per page
Ordered by date (newest first)
Shows pending complaints only

Administrators see all complaints across all stores:

$conditions = array(
    'Denuncia.resp =' => '0'  // Unresponded only
);

Features:

Full system visibility
Can respond on behalf of vendors
Access to all complaint history

Responding to Complaints

Select Complaint

From the complaints list, click to view detailsRoute: /denuncias/responder_denuncia/{id}

Review Details

System displays:

Customer information
Product/promotion details
Complaint text (motivo)
Store information
Submission date

Compose Response

Fill in the response form with:

Resolution explanation
Actions taken
Refund/exchange information
Apology or clarification

Submit Response

Form submits to /denuncias/registro_denunciaSystem Actions:

Creates new denuncia record as response
Sets resp field to responder’s user ID
Marks original complaint as resolved (status = 1)
Links response to original complaint
Notifies customer (if email enabled)

Response Record Creation

$this->data['Denuncia']['nombre'] = $vendor_name;
$this->data['Denuncia']['galeria_id_galeria'] = $product_id;
$this->data['Denuncia']['promocion_id_promo'] = $promo_id;
$this->data['Denuncia']['resp'] = $user_id;  // Responder
$this->data['Denuncia']['locale_id_local'] = $store_id;
$this->data['Denuncia']['status'] = 0;  // Response is new
$this->data['Denuncia']['register_idregistro'] = $customer_id;

Customer Complaint Tracking

Viewing My Complaints

Endpoint: /ventas/misreclamos Customers can track all their complaints and responses: Features:

Shows complaints with responses (resp != 0)
Pagination (8 items per page)
Ordered by date
Displays:
- Product/promotion images and details
- Store information
- Complaint status
- Response indicator
- Vendor contact information

Query Structure:

$fields = array(
    'Gallery.id_galeria',
    'Gallery.thumbnails',
    'Gallery.url',
    'Gallery.texto_galeria',
    'Denuncia.id_denuncia',
    'Denuncia.promocion_id_promo',
    'Denuncia.fecha',
    'Denuncia.status',
    'Locale.nombre_empresa',
    'Locale.encargado_nombre',
    'Locale.encargado_apellido',
    'Promo.id_promo',
    'Promo.url'
);

Responding to Vendor Reply

View Response

Customer clicks on complaint with response indicatorRoute: /denuncias/responder_reclamo/{id}

Read Vendor Response

System displays:

Original complaint
Vendor’s response
Resolution details
Store contact information

Follow-up (Optional)

If issue not resolved, customer can submit follow-up complaintSubmits to: /denuncias/registro_reclamo

Complaint Status Workflow

Status Values

Status = 0

PendingComplaint has not been marked as resolved. May be waiting for response or customer review.

Status = 1

ResolvedComplaint has been addressed and marked complete by the system.

Response Values

Resp = 0

No ResponseOriginal complaint from customer awaiting vendor response.

Resp = User ID

Response SentContains the user ID of the person who responded (vendor or admin).

Complaint Categories

Product Complaints

Complaints linked to specific products (galeria_id_galeria): Common Issues:

Defective items
Wrong product received
Damaged during shipping
Not as described
Quality concerns

Product Information Displayed:

Product thumbnail
Product name
Product URL
Purchase details

Promotional Complaints

Complaints about promotions (promocion_id_promo): Common Issues:

Promotion not honored
Misleading advertising
Expired promotion accepted
Wrong pricing
Terms not clear

Deleting Complaints

Deleting complaints permanently removes the record. This action cannot be undone.

Delete Endpoint: /denuncias/delete/{id} Process:

Administrator or vendor selects complaint
Clicks delete action
System removes record from database
Redirects to complaint list with confirmation

Use Cases:

Spam complaints
Duplicate submissions
Test data cleanup
Resolved historical data

Message System Integration

Viewing Messages

Endpoint: /ventas/mismensajes Customers can view all communications with vendors: Includes:

Product inquiries (from pages table)
Complaint responses
Status updates
Vendor communications

Query Example:

$conditions = array(
    'Page.register_idregistro' => $customer_id,
    'Page.resp !=' => '0'  // Has response
);

Message Status Update

Endpoint: /denuncias/detallemensajepromo/{date}/{url}/{page_id} When customer views a message:

System marks complaint as read (status = 1)
Redirects to product/promo detail page
Updates viewed timestamp

Access Control

Public Access

The following actions are accessible to customers without admin login:

$this->Auth->allowedActions = array(
    'add',
    'consulta',
    'denunciar',
    'fin_denunciar',
    'denunciar_promo',
    'registro_reclamo',
    'registro_denuncia',
    'detallemensajepromo'
);

Protected Access

Vendor/Admin Only:

index - View complaint list
responder_denuncia - Respond to complaints
registro_denuncia - Submit response
delete - Remove complaints

ACL Integration

Vendors can only see and respond to complaints for their assigned store. Access is filtered by locale_id_local matching the user’s session.

Reporting & Analytics

Complaint Metrics

Track key metrics for quality improvement: Common Queries:

Total complaints by store
Average response time
Resolution rate
Complaint categories
Repeat complainants

Sample Query:

SELECT 
  locale_id_local,
  COUNT(*) as total_complaints,
  SUM(CASE WHEN status = 1 THEN 1 ELSE 0 END) as resolved,
  SUM(CASE WHEN resp != 0 THEN 1 ELSE 0 END) as responded
FROM denuncias
GROUP BY locale_id_local

Best Practices

Timely Responses

Respond to complaints within 24-48 hours
Acknowledge receipt immediately
Provide clear resolution timeline
Follow up after resolution

Professional Communication

Use polite, professional language
Address customer concerns directly
Offer specific solutions
Include contact information for follow-up

Record Keeping

Don’t delete complaints unless necessary
Use status and response fields properly
Document resolution actions
Track patterns for improvement

Vendor Training

Train vendors on complaint handling
Provide response templates
Set response time expectations
Review complaint trends regularly

Email Notifications

The codebase includes commented email functionality ($this->_sendEmail($this->data)). This can be enabled to automatically notify customers when vendors respond.

Implementation Notes:

Configure email settings in CakePHP
Uncomment email sending in response handlers
Customize email templates
Include complaint details and response

Sales Tracking

View purchase history related to complaints

User Management

Manage vendor access to complaints

Inventory Management

Track products with frequent complaints

Technical Details

Date Format

Complaints use string dates with timestamps:

$fecha = date('d-m-Y');           // 26-10-2012
$fecha = date('d-m-Y H:i:s');     // 26-10-2012 15:30:45

Database Schema

CREATE TABLE denuncias (
  id_denuncia INT PRIMARY KEY AUTO_INCREMENT,
  motivo TEXT,
  fecha VARCHAR(25),
  register_idregistro INT,
  galeria_id_galeria INT,
  locale_id_local INT,
  promocion_id_promo INT,
  status INT DEFAULT 0,
  resp INT DEFAULT 0,
  nombre VARCHAR(255)
);

Session Variables

// Customer session
$this->Session->read('keyus');  // Customer ID

// Vendor session
$this->Session->read('Auth.User.locale_id_local');  // Store ID
$this->Session->read('Auth.User.id_usuario');       // User ID

Get Started

Core Features

User Guides

​Overview

​Denuncia Structure

​Complaint Fields

​Model Relationships

​Filing Complaints

​Customer Complaint Flow

​Vendor Complaint Management

​Viewing Complaints

​Responding to Complaints

​Response Record Creation

​Customer Complaint Tracking

​Viewing My Complaints

​Responding to Vendor Reply

​Complaint Status Workflow

​Status Values

Status = 0

Status = 1

​Response Values

Resp = 0

Resp = User ID

​Complaint Categories

​Product Complaints

​Promotional Complaints

​Deleting Complaints

​Message System Integration

​Viewing Messages

​Message Status Update

​Access Control

​Public Access

​Protected Access

​ACL Integration

​Reporting & Analytics

​Complaint Metrics

​Best Practices

​Email Notifications

​Related Features

Sales Tracking

User Management

Inventory Management

​Technical Details

​Date Format

​Database Schema

​Session Variables

Build docs developers (and LLMs) love

Overview

Denuncia Structure

Complaint Fields

Model Relationships

Filing Complaints

Customer Complaint Flow

Vendor Complaint Management

Viewing Complaints

Responding to Complaints

Response Record Creation

Customer Complaint Tracking

Viewing My Complaints

Responding to Vendor Reply

Complaint Status Workflow

Status Values

Response Values

Complaint Categories

Product Complaints

Promotional Complaints

Deleting Complaints

Message System Integration

Viewing Messages

Message Status Update

Access Control

Public Access

Protected Access

ACL Integration

Reporting & Analytics

Complaint Metrics

Best Practices

Email Notifications

Related Features

Technical Details

Date Format

Database Schema

Session Variables