Complaints
Processing in SAP Sales & Distribution
Complaints
Processing is a critical business processes in SAP Sales and Distribution
Module. As soon as a complaint is received from a customer, one of several
actions needs to be initiated, such as create a return sales order, issue
replacement items or free of charge item and so on. The complaints processing
functionality enables an end user to trigger actions based on a complaint
received from a customer.
Different activities available under complaint processing sub process that
can be broadly category under below area
- · Free-of-charge Delivery
Just like a
sample good issue by the business, shipping charge will not be charge to
customer
- Free-of-charge Subsequent Delivery
Goods have
been damaged in transit, So business will compensate with subsequent Delivery
- · Invoice Correction Requests
Invoice correction
request has been raise to correct quantity or price of any item
- · Releasing Complaints
After reviewing
term & condition, release for further processing
- Rejecting Complaints
If
evaluator find any inconsistency ,Reject for further clarification
Based on most relevant
approach for the current situation, an appropriate sales document, with or
without reference, can be created. The sales document can be automatically blocked
from delivery or billing based on customizing settings.
Hence after the manual
clarification of goods, the user can:-
- Accept
the complaint and release the sales order
- Reject
the complaint, and give a rejection code
Debit
Memo Request
A Debit memo request is a sales document used
in complaints processing to request debit for a customer.
You can create a debit memo request if the
prices calculated for the customer were too low (for example, if the wrong
scale prices were calculated). The debit memo request can be automatically
blocked for checking. Once it has been approved, you can remove the block.
Credit
Memo Request
A credit memo request is a sales document used
in complaints processing to request credit for a customer.
If the price calculated for the customer was
too high (for example, with the wrong scaled prices or because a discount was
forgotten), you can create a credit memo request. The credit memo request can
be automatically blocked for checking. Once it has been approved, you can
remove the block.
