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 SD, Complaints Handling

Technical Data

Technical Name of the Business Function


Type of Business Function

Enterprise Business Function

Available As Of

SAP ERP Enhancement Package 2005.2

Technical Usage


Application Component


Directly Dependent Business Function Requiring Activation in Addition



You can use this business function to process complaints efficiently. This function is designed to handle the mass volume associated with the trading business. For example, the system automatically creates returns and credit memos in one step. Another important feature is the ability to create one complaint which references multiple invoice documents.

The user interface was improved to display all relevant information in a single screen. Additional selection criteria are also available.


You have installed the following components as of the version mentioned:

Type of Component


Is Needed Only for the Following Features

Software Component


After activating this business function, the following complaints processing activities must be maintained in Customizing: Start of the navigation path Sales and Distribution Next navigation step Billing Next navigation step Billing Documents Next navigation step Complaints Processing End of the navigation path


The complaints processing feature handles billing documents about which a complaint has been made.

The billing document is the central communication document used by wholesalers and retailers. The stock transfer order is handled via PDC devices. The retailer receives a printout of the billing document together with the merchandise. When a retailer finds a discrepancy in the goods receipt processing (such as wrong merchandise, wrong quantity, wrong price, damaged merchandise, and so on), the delivering site will report it via phone or fax. The report will refer to the billing number, line item number and reason for the complaint. This is a critical process because wholesalers have to process a huge amount of billing documents every day.

To handle such complaints, it is necessary to have an efficient tool to handle large volumes of data.

The most important requirements for handling credit memos, debit memos, and returns are:

Creation of Complaints with Reference to One Billing Document

  • Create credit memos, debit memos, and returns in one process step, referencing the billing document.

  • Display previously-created returns and credit memos related to one billing document on one screen.

    Example : A customer (for example, a store) complains about one billing line item because of a shortage and wants to cancel the remaining part of this line item. The user enters the billing document number in the selection screen of the complaint transaction. The system then displays all billing document line items. When the user enters a line item number in a selection field, the system positions the cursor on the requested line item. The user enters the reason for the complaint, prompting the system to automatically create a new credit memo line item under the original line item. The user only needs to change the quantity. After saving the entries, the system automatically creates a credit memo and adjusts the billing due list.

  • Store the complaint-generated line item in the billing document view, and have the processing status of the billing document available at any time.

    Restrictions :

    This functionality provides some routines that can be added to a complaint reason in order to trigger a follow-up process. These routines have been transferred into the standard solution.Complaint reasons that require customer-specific follow-up processes have to be developed by the customer. The software is designed in a way that these customer-specific enhancements can be done without modification.

Creation of a Complaint with Reference to Several Billing Documents

Mass complaint handling allows the creation of complaints that refer to several billing documents, instead of the traditional scenario that refers to a single billing document.

First, the user chooses the billing documents relevant to the complaints, entering the appropriate selection criteria as necessary.

For the selected billing documents, the user marks the type of change:

  • Customer

  • Article price

  • Unit of measure for an article

  • Create returns orders for one article

After the user saves the entries, the system generates a complaint for the billing items with the sales document type or billing type specified in Customizing as the follow-up document type.