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How to change a Complaint Case to a Non-complaint Case

If a case has been logged onto the system as a Complaint, and after checking, it has been decided that the case is not a complaint, the Case Type can be changed in eCase to reflect and track these changes.

To change a case to a Non-complaint, follow the steps below.

1. Go to your Awaiting Allocation tab.
2. Go to the Case Details screen.

   If you…	Then…
   Are not the owner of the case	Click on the Take Ownership link
   Are the owner of the case	Click on the Manage link

3. Click on the Edit link next to the Case Type. The Change Case Type pop up appears.
4. In the New Case Type field, click on the drop down arrow and select Non-complaint.
   
5. Enter in a description of why the case is not a complaint in the Case Note field.
   
6. Click on the Change Case Type button.
   
7. Optional: if you would like to close the case at this stage, click on the
   Close Case (No Response Necessary) button, then select the OK button. The case will close.
8. If you would like to respond to the correspondent, select a Team and allocate the case to yourself by clicking on the Allocate button.
   
9. Go to your My Work tab and click on the Manage link.
   
10. Click on the Prepare a Response link on the left menu and send a response to the correspondent.
11. Close the case by clicking on the Close Case button.
12. In the Close Type field, select a Close Type option from the drop down list.
13. If No Response Necessary was selected, enter a reason of why no response is necessary in the Close Notes field.
14. Click on the Close Case button. The Non-complaint case is now closed.