Creation of Complaints - SAP Documentation

Use

This function is used to create complaints.

Integration

It is available to you as follows in document processing:

Function	Document level	Tab page
Document processing	Header, item, schedule line, billing dataset	Complaint

This function is part of Complaint Processing

Note that you cannot issue a credit memo by creating a complaint. To issue a credit memo, you must create a credit memo item. Use a copying variant that you have defined in Customizing for the creation of credit memo items to create a credit memo item.

The following functions are available to you here:

Prerequisites

A complaint is to be created because the ad was printed incorrectly, an ad insert was published late or a complaint was made about the price of an online ad.

You have defined the complaint reasons and complaint status in Customizing.

Activity	Menu path
Define complaint reasons and status	SAP Media Advertising Management Sales Order Client-Specific Settings [...]

You can use workflow to forward complaints to the inbox of the complaints processor. This user can also use complaints lists to identify the complaints created.

See also: Evaluation of Complaints

If complaints are to be transferred to the inbox of the complaints processor using workflow, you can check whether the user specified as the complaints processor during document processing is an SAP user. You have made the following setting in Customizing:

Activity	Indicator	Menu path
Define check of whether the subsequent processor is an SAP user	ComplProcs.user	SAP Media Advertising Management Sales Order Settings for SpecificSales Areas Make General Settings

Note Note

Note that the item, schedule line or billing dataset status for an item, schedule line or billing dataset for which a complaint has been made does not change.

End of the note.

Features

Basic principles for creating complaints

Customers sometimes make complaints for orders or invoices, but in other cases their complaints refer to sections of these orders or invoices. Sales document levels can be used as follows to replicate various complaints in the system:

Complaint	Document level
A customer makes a complaint about the production and/or billing data that affects the entire order . This can involve the ad spec color or missing discount in all ad items in an order.	Create the complaint at header level meaning that it applies to all document items in the order.
A customer makes a complaint concerning production and/or billing data that affects a single document item . This can involve an incorrect publication date or missing contract discount for an ad insert item.	Create the complaint at item level meaning that it applies to the document item selected. If additional document items have been created for this order, the complaint does not also apply to them by default.
A customer makes a complaint concerning production data that affects a single schedule line . This can involve an ad spec in a basic booking unit that has been assigned below a combined booking unit.	Create the complaint at schedule line level meaning that it applies to the schedule line selected. If additional schedule lines have been generated for this document item, the complaint does not also apply to them by default.
A customer makes a complaint concerning billing data that affects a single billing dataset . This can involve missing contract discount that should have been granted to one of the additional advertisers.	Create the complaint at billing dataset level meaning that it applies to the billing dataset selected. If additional billing datasets have been generated for this document item, the complaint does not also apply to them by default.

Complaint overview and detail screens

The complaint overview and a complaint detail screen have been combined on the Complaint tab page.

The system displays all complaints for the order object selected and any subordinate order objects for this object as follows in the complaint overview:

Document level	Complaint overview
Header	Complaints that affect the selected order and the document items, schedule lines and billing dataset levels in this order.
Item	Complaints that affect the selected document item selected and the schedule lines and billing dataset levels in this item.
Schedule line	Complaints that affect the schedule line selected.
Billing dataset	Complaints that affect the billing dataset selected.

The complaint selected can be edited on the complaint detail screen.

If you have not created any complaints for an order, you can create a new complaints on the complaint detail screen. The system copies complaint data from the complaint detail screen into complaint overview when you create and confirm a complaint.

If complaints are created for an order, the system displays the first of these from the overview screen on the complaint detail screen. The complaint displayed on the detail screen is selected in the overview.

All complaints created for an order are numbered consecutively.