Complaints Processing
Implementation Considerations
You can process complaints in the following ways:
Example 1 : The customer returns the goods. You create a return to process the transaction.
If the customer wants a refund for the amount, enter a credit memo with reference to the return.
If the customer wants a replacement product, enter a free-of-charge subsequent delivery with reference to the return.
Example 2 : The customer does not send the goods back.
If the customer wants a refund, you enter a credit memo request with reference to the sales order or the invoice.
If the customer wants a replacement product, you create a free of charge subsequent delivery with reference to the sales order.
Example 3 : The price is wrong.
For example, the discount was forgotten or the scaled prices were miscalculated. You then enter an invoice correction request with reference to the invoice.
Example
Example 1
You sent the customer 100 pieces. The customer sends 30 back because they were damaged during transport. You create a return for 30 pieces and then either a credit memo or a free-of-charge delivery with reference to the return.
Example 2
The customer reports that a further 10 units were so damaged that they threw them away. You enter either a credit memo request or a free of charge subsequent delivery with reference to the sales order or invoice.
Example 3
100 units were calculated at 10 USD per unit for the customer. However, due to a promotion they should have been calculated at 9 USD per unit. You enter an invoice correction request with reference to the invoice and enter the price as 9 USD per unit.
Prerequisites
Process Flow
You decide which one of the above scenarios is most similar to the type of complaint you are processing.
Enter the appropriate sales document, with or without reference to an order or invoice.
You can change the settings in Customizing so that the sales document is automatically blocked for a delivery or billing. This means that the system does not create a free-of-charge delivery or a credit memo until you have had the opportunity to check the goods or clarify the complaint.
Once you have checked the goods or clarified the situation, you can:
Approve the complaint by releasing the sales document.
Reject the complaint by entering a reason for rejection in the sales document.
If you do not need any release procedures for credit memo requests, you can also create a credit memo with reference to an invoice. In this case, you do not need either the credit memo request or its release.
Result
Once you have released the sales document, you can create a delivery or a credit memo.