CUSTOMER COMPLAINTS

Added by yanamadala venkataswamy, last edited by Jyoti Prakash on Dec 04, 2012 (view change)

Purpose
This wiki page will briefy discuss about customer compliant process as dealt in SAP Sales and Distribution.

Scenario
Following is the list of different scenarios which can be part of this customer complaint process: S. No. Description

Scenario 1. If customer returns the goods Scenario 2. If customer wants refund for the amount Scenario 3. If customer wants replacement Scenario 4. The customer does not send the goods back Scenario 5. For damaged replacement Following is the list of different documents which can be part of handling customer complaints: Document 1. Document 2. Document 3. Document 4. Document 5. Credit Memo Request & Credit Memo Subsequent Delivery Free of Charge Debit Memo Request & Debit Memo Invoice Correction Request Returns Order

Process
Scenario: If Customer Returns the Goods
Step TCode 1. VA01 Details Return Order Sales Order Type: RE Item Category: REN Create Return Order with reference to Sales Order No. Give order no & click on Copy (F5) and change the order quantity say from 50 boxes to 20 boxes. 2. 3. VL01N Return Delivery VL09 Goods Reversal

Scenario: If Customer Wants Refund For the Amount

Step TCode 1. VA01 Details Return Order Sales Order Type: RE Item Category: REN Create Return Order with reference to Sales Order No. 2. 3. 4. VL01N Return Delivery VL09 VA01 Goods Reversal Credit Memo Request Sales Order Type: G2 Item Category: G2N Create Return Order with reference to Return Order, please remove billing block 5. VF01 Credit memo If the customer wants refund for the amount, enter a credit memo with reference to the return.

Scenario: If Customer Wants Replacement

Step TCode 1. VA01 Details Return Order Sales Order Type: RE Create return order with reference to Sales Order. 2. 3. 4. VL01N Return Delivery VL09 VA01 Goods Reversal Subsequent Delivery Free of Charge Sales Order Type: SD If the customer wants replacement product, enter a free of charge subsequent delivery with reference to the return. 5. 6. 7. VL01N Delivery LT03 Picking

VL02N Goods Issue

Scenario: If Customer Does Not Send the Goods Back

Now here there can be two sub-scenarios 1. If customer wants a replacement product

Then you might need to create a subsequent delivery free of charge with reference to sales order. Step TCode 1. VA01 Details Return Order Sales Order Type: RE 2. 3. 4. VL01N Return Delivery VL09 VA01 Goods Reversal Subsequent Delivery Free of Charge Sales Order Type: SD 5. 6. 7. 2. VL01N Delivery LT03 Picking

VL02N Goods Issue

If customer wants a refund Then you might need to create a credit memo request, with reference to the sales order or invoice. Step TCode 1. VA01 Details Return Order Sales Order Type: RE 2. 3. 4. VL01N Return Delivery VL09 VA01 Goods Reversal Credit Memo Request Sales Order Type: G2 5. VF01 Credit memo

Scenario: For Damaged Replacement

Step TCode 1. 2. 3. 4. VA01 Details Subsequent Delivery Free of Charge (SD) with ref to sales order

VL01N Delivery LT03 Picking

VL02N Goods Issue

Document Types
The following are some of the widely used documents for customer complaint process.

Document: Returns Order

Sales Document Type RE Item Category Purpose REN A returns order is a sales document that is used in customer complaints processing, when a customer

sends goods back. You can create the returns order in one of the following ways:

without any reference with reference to an existing Order with reference to an existing Invoice with reference to an existing Contracts with reference to an existing Contract Release Orders It may be worthwhile ensuring the returns order reason was entered on the sales document. Thus, it may be necessary to add this in an incompletion procedure for returns order. It is advisable to indicate a shipping condition that is specifically used for returns order. This is useful when running delivery due list(VL04).

Document: Invoice Correction Request

Sales Document Type Item Category - 1st Line RK G2N

Item Category - 2nd Line L2N Purpose A sales document used in complaints processing to correct the quantity or price of one or more items in an invoice. Each invoice correction request that is made in reference to an invoice.

Warning You cannot create an Invoice Correction Request in reference to

Sales Order or Delivery Document

1st Line Item 2nd Line Item

Credit item Debit item

This line copy's the value and quantity from the reference invoice. This line represents the line for correction the quantity and / or value.

Information When the document is created, both lines contains the same value and quantities.

So, if you want to use invoice correction request functionality. You might need to make necessary changes or update to value or quantities in the 2nd Line, which is a debit line. Now, when you trying to create billing document for invoice correction request, after you have done relevant update or changes to value

or quantities in 2nd line. In result, the system will generate generate a credit memo for a Postive ('+' ve} amountor changes. Process Invoice VF01/VF02 Price 100 This the invoice which is either having complaint either for value or quantity Invoice Correction Request Created with ref to the invoice Credit Memo VF01 VA01 Price 100 Price 90 Price 10 1st Line for Credit 2nd Line for Debit automatic credit memo create for '+' ve difference amount. Similary is the case for quantity. It will create credit memo for the differential amount, raise for the difference in quantity.

Document: Debit Memo Request & Debit Memo

Sales Document Type Item Category L2 L2N

Billing Document Type L2 Purpose 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 to low. Remove the Billing Block. You can opt to set a mandatory reference for creating the credit memo request. You can debit memo request:

with reference to an existing Order with reference to an existing Invoice Process Step TCode Details 1. 2. VA01 VF01 Create debit memo request with reference to invoice or order Create debit memo with reference to debit memo request

Document: Credit Memo Request & Credit Memo

Sales Document Type Item Category G2 G2N

Billing Document Type G2 Purpose A credit memo request is a sales doc used in complaints processing to request a credit for a customer. And payment is made with reference to Credit Memo The credit process generally follows 2 business procedures

one being the scenario where the customer returns products previously purchased & requires a credit. other when the customer is credit without reference to a return either goods are not returned or customer overcharged. Similarly like debit memo request, you can also set a mandatory reference for credit memo request. Where it will enable you to create a credit memo request:

with reference to an existing Order with reference to an existing Invoice with reference to an existing Contracts with reference to an existing Contract Release Orders You may not wish to credit for every thing, such as the entire freight charge from one invoice. You can instead have a new pricing procedure in the credit memo request that is similar to the standard pricing procedure you use, but not have the freight condition type. Thus the standard values for pricing are copied over, excluding freight. Process Step TCode Details 1. 2. VA01 VF01 Create credit memo request with reference to the type of documents mention above. Create credit memo with reference to credit memo request

Document: Subsequent Delivery Free of Charge

Sales Document Type SD Item Category Purpose KLN In customer camplaint processing, this sales document is used, when you want sent goods without any charges. To create a subsequent delivery free of charge, you have to refer to an existing sales document like:

Sales Orders Contracts Contracts Release Orders. You do not have to use create with reference to subsequent deliveries free of charge, if you enter the order type & choose enter, a dialog box will appear where you can enter the document number for the existing sales doucument with you to which you are referring. No invoice is created or necessary, as the items are free.