Complaints

Implementation Considerations
The following processes are available in complaints processing:
Free-of-Charge Deliveries
Although these are not complaints, they are offered as part of this component. A free-of-
charge delivery is used to send a customer a free sample of your products.
Free-of-Charge Subsequent Deliveries
If the customer complains (for example, that they received the wrong quantity) you can
send them the extra material later free of charge. This free-of-charge subsequent
delivery always refers to a sales order.
Returns
If the customer complains, for instance, that the goods were faulty, you take the goods
back to check them. Once you have checked the goods, you can implement one of the
following activities:


Credit Memo Requests
If the customer complains that the price was miscalculated (for example, too high) you
request a credit memo for the appropriate sum, and you do not take the goods back.
Debit Memo Requests
If prices were calculated as too low, you request a debit memo.
Invoice Correction Requests
The invoice correction request works in the same way as credit and debit memo
requests, but here you enter the price or quantity that should have been calculated. The
system then calculates the difference and creates either a debit or a credit memo,
depending on whether the difference is negative or positive.
Implementation Considerations
You need this component for processing complaints, or for sending free samples or products to
your customers.
Features
All complaints can be approved or rejected. Once a complaint has been approved, you create
either a credit or debit memo, depending on the type of complaint.
If you reject a complaint, you can specify a reason for the rejection and this can be used as
selection criteria for listing complaints.