If a customer makes a complaint, you create free of charge subsequent deliveries to send products later to the customer free of charge.
The complaint must be based on an existing order.
You create a sales document with the document type for free of charge subsequent deliveries and refer it to an existing order. To do so, you have to enter which sales order the complaint is based on.
In Customizing, you can block the free of charge subsequent delivery from being delivered immediately. Go to
Delivery block
field in the
Shipping
section
.
After you have checked the goods, you can implement one of the following activities for the complaint:
Approve it by deleting the delivery block.
reject it by entering a reason for rejection.
The following graphic displays the document flow for creating a free of charge subsequent delivery:
Once you have approved the complaint, you can create a delivery based on the free of charge subsequent delivery.