Blocking and Releasing Complaints
Use
The system can automatically propose a delivery or billing block when you enter a complaint. This may be necessary if one department enters complaints and another department reviews them.
Prerequisites
If you want the system to propose a delivery block automatically, you have to set a delivery block in Customizing. Go to Sales
® Sales documents ® Sales document header ® Define sales document type in the delivery block field. The following delivery blocks are set in the standard system:Delivery blocks in Customizing
Sales order type |
Delivery block |
FD (free of charge delivery) |
none |
SD (free of charge subsequent delivery) |
none |
If you want the system to propose a billing block automatically, you have to set a billing block for the sales document types. Go to Sales
® Sales documents ® Sales document header ® Define sales document types in the billing block field in the billing section. The following billing blocks are set in the standard system:Billing blocks in Customizing
Sales order type |
Billing block |
RE (returns) |
08 (check credit memo) |
CR (credit memo request) |
08 (check credit memo) |
CR (debit memo request) |
09 (check debit memo) |
RK ( invoice correction request) |
08 (check credit memo) |
If you have not set any billing or delivery blocks in Customizing but you want to block a complaint, you can enter the delivery or billing block manually in the relevant sales document.
Activities
If you set a delivery block, for example, you have to release the sales document by removing the block before you can create a delivery.
Once the complaint has been reviewed, either you need to remove the delivery or billing block so that it can be processed, or you enter a
reason for rejection. You can specify reasons for rejection for a whole sales document or for an individual item.