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 Complaints Processing


With this function, you can enter a reason for complaint and then create sales or billing documents with reference to a billing document. In the items to be created, you can change the quantity, the unit of measure, the article, and certain conditions. You can also display all the credit memos and returns that have been generated to date for a billing document.


You have made your settings in Sales and Distribution Customizing under Start of the navigation path Billing Next navigation step Billing Document Next navigation step Complaints Processing Next navigation step Define Complaints Reasons. End of the navigation path


Complaints processing takes place based on the customer's billing document or delivery which gives rise to the complaint. After you have entered the relevant billing item and a reason for complaint, the system generates for this billing item a complaint with the sales document type or billing type that you have defined as the follow-on document type in Customizing (see Prerequisites ).

Note Note

Using the BADI BADI_CMP_PROCESSING you can override the settings in Customizing Define Complaints Reasons (entries in table CMP_REASON).

End of the note.

For documents from the order and billing document, the system saves the reason for complaint at item level. When the same billing document is called up again, you can see the reasons for complaint for certain items. To simplify communication with the customer, you can enter a reference number. When entering returns, you can determine the weight of random weight items from the billing document or from the master data.

Example Example

In the billing document, the unit of measure (for example, a wheel of cheese) with reference to the base unit of measure (for example, kg) is stored: for example, a wheel of cheese has an average weight of 4 kg. The wheel of cheese consists of four units of the base unit of measure.

End of the example.

When you are processing an item, you can change the displayed conditions. You can display up to six document conditions and transfer changes to the follow-on documents. These changes have no effect on the original billing documents or on the master data.

Depending on the history of the billing items and the settings in Customizing, the system carries out plausibility checks. These checks are run for each complaint. That is, if a complaint already exists for an item and the user attempts to create a second complaint for this item, the system checks the quantity again if you have set this in Customizing.

Note Note

In the complaint line, you can specify an article that is not contained in the original billing document. After the article number, the unit of measure, or price have been changed, the system carries out new pricing.

End of the note.

Example Example

A different article has been delivered to that billed for. In this case, the system is to determine the prices for the article.

End of the example.

You can also print the created complaints documents.


On the SAP Easy Access screen, choose Start of the navigation path Logistics Next navigation step Sales and Distribution Next navigation step Billing Next navigation step Billing Document Next navigation step Complaints Processing Next navigation step Mass Complaints Processing End of the navigation path .


The customer makes a complaint regarding underdelivery of a billing item and demands cancellation of part of the item. When a reason for complaint Credit Memo is entered, the system generates a credit memo item in which the employee can change the quantity and, if necessary, also the price. After saving, the entered quantity is reposted automatically to the inventory and set in the billing due list.

The generated credit memo item remains visible in the billing document view and provides the employee with information on the processing status of the billing document.