Entering Complaints Using an Agency Document 

Use

You can enter complaints for an agency document using complaints processing in the header detail of a single settlement request. To do this you assign a complaints reason and then maintain corresponding complaints fields, such as texts.

You can also enter complaints for non-agency documents, such as preliminary entries.

Prerequisites

·        Under complaints processing in Customizing for agency business you can, among other things, define complaints reasons that control the complaints procedure. Examples of complaints reasons would be the wrong price, undelivered goods or the wrong value date. You can also define internal complaints reasons that cannot be entered using the agency business portal.
As well as a number range interval, you can assign required entry fields and optional fields (for example, value date and price) to every complaints reason. You can also assign a text determination procedure and a text ID, if texts are to be entered for the complaints reason.
You can set a processing lock in the complaints reason. If you do set a lock the complaint must be processed manually or with mass processing. If you do not set a lock the system automatically processes the complaint after it is created.

·        You implement checks when creating and changing a complaint and you implement processing using the methods in the Business Add-In for each complaints reason. By doing this you can, for example, cancel or recreate a queried agency document or reject a complaint, if items in FI have already been cleared.

 

Scope of Functions

·        Display/process

You can display complaints documents using complaints processing (header detail of a single settlement request) and using lists. From the list display you can go directly to the individual documents and make changes, if the complaint has not already been closed.

·        Complaints for non-agency documents

Processing is done in the same way as for complaints for agency documents, with the following restrictions:

¡        You cannot use any selection for agency documents in list and processing reports

¡        You cannot use any reports based on the logical database

¡        To jump to the queried document from list reports you must define the method DISPLAY_REFERENCE_DOCUMENT from Business Add-In SLF_CWB.

¡        You must post program the processing procedure for these documents in the header detail of the agency document.

·        Archiving

No archiving is planned for complaints documents. You can only archive agency documents if no open complaints remain. When you delete an agency document (after archiving) the system also deletes the complaints.