This scenario describes how customers or the external sales force can initiate returns processing. Returns are made for faulty goods, incorrect deliveries, incorrect orders, or if the good is returned in sales on approval before its deadline.

The following R/3 components are integrated into returns processing:

A complaint can be generated in a sales activity (for example, telephone call). This information then serves as a basis for the follow-up complaints processing.

If you have to make any return calls because quality management ascertained that the product was faulty, then you can implement a mailing campaign to inform the affected range of customers.

You can process complaints in two ways:

• The customer returns the goods

• You create returns. If the goods are sent back to your warehouse, you create a returns delivery that refers to the returns that you have just entered. The goods issue that is posted for the returns delivery also records the goods receipt in your own stock.
• Once the returned goods have been received, they are checked to see if the complaint was valid and a decision is made on how the goods are to be used (e.g. reworked or scrapped).
• If the customer wants a refund for the amount, you create a credit memo request with reference to the return. You then generate a credit memo for the customer from an approved credit memo request.
• If the customer wants to replace the goods, create a free-of-charge delivery with reference to the returns.

• The customer does not return the goods

• If the customer wants a refund for the amount, you create a credit memo request with reference to the sales order. You then generate a credit memo for the customer from an approved credit memo request.
• If the customer wants to replace the goods, create a free-of-charge delivery with reference to the sales order.

The following scenario may also be of use to you for complaints handling: