Complaints registerNew · beta

A consumer complaints register: deadlines tracked for you

Every complaint you receive has a number, a receipt confirmation, a reply and deadlines the app tracks for you. Record it from an invoice or from the till, and export the register for the inspector as PDF or CSV.

Online stores
Retail
Services and hospitality

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We open your account and trial on request. Pricing is agreed with each company.

The module is new. Have your lawyer check the wording of the confirmation and the reply before first use, and keep your own register alongside until you are sure it suits you.

Illustration with sample data · the app interface is in Serbian

complaint number per company and year: REK-1/2026
to reply, counted from receiving the complaint: 8 days
days to resolve; 30 for technical goods and furniture: 15 / 30
minimum retention of the register: 2 years

Recording

A complaint in a few clicks

You do not retype the purchase details: they come from the invoice the complaint is about.

From an invoice, the till or by hand

In the invoice menu you choose “Complaint”, and in Solve Kasa there is a button on the fiscal receipt. The customer, the purchase number and date and the items carry over. You can also record a complaint by hand.

Channel and reason

You choose how it arrived (in person, by phone, in writing, by email, through the site or on a durable medium) and why: goods, service, wrong price, warranty or other.

Verbal, resolved at once

A complaint you resolve on the spot, at the consumer’s request, goes into the register without a confirmation or a written reply.

Deadlines

The app tracks the deadlines

All deadlines are counted in calendar days, and the bell warns you about the ones that are running out.

Reply, resolution and extension

The reply goes out within 8 days of receiving the complaint, and the complaint is resolved within 15 days of submission, or 30 days for technical goods and furniture. The deadline can be extended only once, with the consumer’s consent, and that is recorded in the register.

A pause while the consumer responds

The resolution deadline stops from the day the consumer receives the reply until the day you receive their response. The consumer has 3 days, and silence means they do not agree.

The bell before a deadline runs out

Every morning the app tells you when the deadline to reply, to hear back or to resolve runs out tomorrow or already has. Complaints and delivery notes to receive also show among the things to sort out on the home page.

Documents

Confirmation, reply and the register for the inspector

The documents are built from the complaint’s data, so you do not write them again.

Receipt confirmation

You issue the confirmation without delay, as a PDF or by email. The flow runs from a received complaint through the confirmation and the reply to the consumer’s response and the resolution, and there is also “Withdrawn”.

A reply with the required notices

The reply contains the decision and a proposed deadline. The required notices are added automatically: the 3-day window to respond, what silence means and the pause of the deadline, and, when rejecting, out-of-court dispute resolution. The app does not accept rejection because of packaging.

A register for the inspector

A PDF per year with every column the law asks for, and a CSV for further work. Every change goes into the history, and deletion is possible only for an entry made by mistake, the same day and without a confirmation.

A notice for the shop and the website

A PDF on how and where complaints are received, the authorised person and the obligation to take part in out-of-court dispute resolution, to post in the shop and on the website.

How it works

Complaints register, step by step

Record the complaint
From an invoice or the till, with the channel and the reason.
Issue the receipt confirmation
As a PDF or by email, without delay.
Reply in time
The decision and a proposed deadline, with the notices the app adds itself.
Record the response and close
The consumer agrees or not, then the complaint is resolved. The export for the inspector is always ready.

Notes

Good to know before you start

The register and the documents follow the Consumer Protection Law, but they are not legal advice. Have your lawyer check the wording of the confirmation and the reply.
Withdrawal from a distance contract (14 days, online store) is a different procedure and is not part of this module.
The deadline is counted strictly in calendar days and does not move when the last day falls on a non-working day.
There is one register per company: no separate column for the point of sale and no per-item repair counter. The button on the fiscal receipt exists in Solve Kasa, which is under review by the Tax Administration.

Works on desktop, tablet and phone – installs like an app (PWA)

Open invoice.solve.rs in your browser and add it to your phone’s home screen. Nothing to download from an app store. The interface is in Serbian; invoice PDFs can also be in English.

Desktop
Tablet
Phone
Each company’s data kept separate
Interface in Serbian

Questions

Complaints register: frequently asked questions

Do I have to keep a complaints register?

Under the Consumer Protection Law a seller keeps a register of received complaints and retains it for at least 2 years. An electronic register is allowed, and no prescribed form exists.

Which deadlines does the app track?

A reply within 8 days of receipt, resolution within 15 days of submission (30 days for technical goods and furniture), with the deadline paused while the consumer responds, 3 days at most. The deadline can be extended only once, with the consumer’s consent.

Can I record a complaint from an invoice?

Yes. In the invoice menu you choose “Complaint” and the customer, purchase and item details carry over. You can also record one by hand.

What do I get for the inspector?

The register per year as a PDF with every prescribed column and as a CSV. Alongside it you can print the notice on receiving complaints for the shop and the website.

Is the receipt confirmation sent by email?

You issue the confirmation as a PDF or send it to the customer by email. The customer gets it without delay, and the register keeps a record that it was issued.

Does the module also cover an online store?

Yes. You record complaints from the website, email or phone the same way, and the notice on receiving complaints also exists in a version for the website. Returning goods bought at a distance because of withdrawal from the contract follows a different procedure.

New · beta

Keep complaints without spreadsheets

Tell us what you sell and how you receive complaints today, and we will open a trial account with the register.

There is no public sign-up: we open the account and get back to you by email.