Complaints Processing in SAP Sales & Distribution

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.

AFS Route Determination configuration

1.    Define Routes and Stages

IMG à Enterprise Structure à Sales and Distribution à Basic Functions à Define Routes à Define Routes and Stages

• Enter Route, Description, select Shipping type and Factory calendar.

• Click on details
   to ensure that the values entered above are populated.

1.    Define AFS Route Determination in Purchase Order

IMG à Enterprise Structure à Sales and Distribution à Basic Functions à Define Routes à Define Routes and Stages

• Define Route:

Routes default from previous step. Transportation Lead Times are entered in this step (which are used in Ex-factory date calculations)

• Define Transportation Zones:

Routes default from previous step. Transportation Lead Times are entered in this step (which are used in Ex-factory date calculations)

• Define Route Determination

Assign the Route to the Transportation zone combinations.

Route Determination calculation rules

Route determine by the system based on the below parameter:

Firstly, Country of departure (taken from the shipping point)

Secondly consideration will Country of destination ( of the ship-to-party)

Third point is shipping condition (from customer master)

Forth, Transportation Group (from material master) and if any Weight group (optional)                                                                                      

In a nutshell ,

Route by which the delivery item is to be delivered to the customer

Routes can be pre defined in the system. These are dependent on:

•          Where the delivery comes from i.e. the country of the Vendor or manufacturer

•          Where the delivery is going to i.e. the plant or the customer address

•          Under what conditions the delivery is to take place i.e. Shipping conditions – via Road or Rail

Let’s understand Calculation rule for the Route determination

The route is calculated based on the following fields:

Determining the Origin:

The country, the Vendor, or the Manufacturer in conjunction with the following three fields from the vendor Informationrecords:

Transportation zone from which the goods are delivered

Transportation group

Shipping conditions like Sea or Air

In a procurement point view Determining the Destination:

This works in differently for the Direct Deliver and Non Direct PO’s:

In case of Direct Deliver PO’s, transportation zone of the customer and Country of the customer is derived from the customer master within SAP and inn case of Non Direct Deliver PO’s the transportation Zone and the country comes from the plant for which you wish to procure materials.

Based on the Origin, Destination and the shipping conditions defined in the Vendor Info Recs the system determines the route from the predefined set of routes in the configuration. Accordingly the delivery/ Ex factory dates are updated on the PO.