Configuration Steps for Disputes & Complaints Usages

Continue form previous post sd-disputes-complaints-usages.html

Now ,Lets discuss ,Configuration Steps for Disputes & Complaints

1st Define Sales document type .

2nd Assignment of Sales document to Sales area .

3rd Copy control for Billing document to Sales document

4th Billing document type

5th Copy control for Sales document to Billing document .

Sales Document Type

IMG >> Sales and distribution >>Sales >>Sales Document >>Sales document header >>Define Sales document Type

Sales Document Type Assigning To Sales Area

IMG à  Sales & Distribution à  Sales  à  Sales document Header à Assign sales area to sales document types  

Copying Controls – Header

IMG à Sales & DistributionàSales à Maintain copy control for sales document

Copy Control - Item

IMG à Sales & DistributionàSales à Maintain copy control for sales document

Billing Document Type

IMG à Sales & Distribution à Billing à Billing documents àDefine Billing document types 

Copying Control For Sales Document To Billing Document - Header

IMG à Sales & Distribution à Billing à Maintain Copying Control For Billing Documents

 Copying Control For Sales Document To Billing Document - Item

IMG >>Sales & Distribution >> Billing >> Maintain Copying Control For Billing Documents

SD Disputes & Complaints Usages

SD Disputes & Complaints

Every Now and then one of the customers complains about the goods they have been sent regarding Quality , Quantity and price. The Business in that case will be inclined to

·         Receive short payment

·         Cancellation of Billing .

·         Credit and Debit Memo processing .

·         Correction of Invoice

·         Return process

·         Pro forma invoices

Line Item Display and Dispute Case Integration

View Dispute Case from Display Document

Disputes & Complaints Usages

The business needs to notify the concerned department on any short payment against receivables through a dispute case

The business needs to cancel an invoice when customer is asking for a fresh invoice   So the old invoice needs to be cancelled with creation of a new one .

Credit or debit memo are issued when there is a difference in amount in the invoice as reported by the customer  .

 Invoice correction we do for quantity and Price change of a Item in an invoice.

When quality or quantity of goods are not satisfactory and customer wants to return the goods then Return process configuration is required in SD .

If a customer needs / business require a dummy invoice then we create  a Pro Forma Invoices .

Lets understand what is disputes & Complaints management cases in SD

Disputes

·         Cash Manager discovers a reduced payment that exceeds the tolerances defined.

·         He clears the corresponding invoice and creates a residual item

·         In the same step he creates a dispute case for the residual item

·         If he knows the reason for the dispute, he can assign it immediately, otherwise he assigns an account manager as the next processor to find out the reason

·         Once the reason has been determined, the processor has to determine whether the dispute was justified

·         If the reason was justified, the processor can create a credit memo and close the case

·         If the reason was not justified, the processor can pass the amount to collections or write the amount off

Complaints

Damaged goods or incorrect invoices lead to complaints.

If the complaint concerns valuable goods, the goods must first of all be checked .To do this , it is stored in a specific place .

Customers receive a credit memo when they have had just reason to complain . You must ensure that the correct amount is credited to the customer account. Before a credit memo is issued, approval from an authorized person is required .

Debit Memos

Process required  on below scenarios

·         Customer is less billed .

·         Quantity delivered is more than quantity ordered .

·         Charged wrongly ( less price charged )

·         Debit Memo request created referenced to Order or invoice.

·         To create a Debit Memo needs approval .

Credit Memos

Process required  on below scenarios

Approver needs to Release / reject the billing block form Sales Document after analyzing following points :

·         Complaint is valid or not .

·         Amount is correct or not .

·         Customer is eligible for debit or credit memo .

If Debit / Credit Memo request is not approved then credit / Debit memo cannot be raised .

Invoice Correction

Invoice need to correct instead of cancelling for following cases :

·         Customer Don’t need a separate invoice No.

·         Customer don’t allow to cancel the invoice .

Invoice correction request is a combination of Debit and Credit Memo .

Invoice correction request must be created in reference with billing document only .

For every  Item of Billing document a second item is created .

Credit memo items are created followed by all Debit memo items .

Credit memo item cannot be changed . Only debit memo item can be changed 

You can delete the credit and debit memos in pairs .

               

Invoice Correction Quantity Difference

Invoice correction for quantity difference happens –

·         Quantity delivered is more than order quantity

·         Quantity delivered is less than order quantity

Only debit memo item quantity can be changed.

Debit or credit memo can be generated for difference amount only.

Invoice Cancellation

Invoice cancellation happens –

·         Customer asked for reject the invoice .

·         Invoice wrongly raised to the customer .

·         New invoice requirement .

After invoice cancellation Document flow ( Status ) will be changed.

After cancellation only a new invoice can be generated reference to the same delivery document .

Account Document posting will happen for cancellation Document .

SD Disputes & Complaints