Credit Memo Processing in CRM 

Purpose

You can create a credit memo request if customers are charged too much, or a defective product is returned or a complaint is made about a service performed.

After a detailed check, you can either release or reject the credit memo request. If the credit memo is released, the customer receives a credit memo for the full amount to be credited.

Process Flow

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       1.      Create credit memo request (CRM Server)

You create a credit memo request item.

       2.      Release credit memo request (CRM Server)

You release the credit memo request.

The credit memo request is then relevant for billing and appears in the billing due list.

       3.      Create credit memo (CRM Server)

You trigger billing during the processing of the billing due list. The system creates a credit memo.

       4.      System posts accounting document (SAP R/3)

       5.      Send credit memo to customer (CRM Server)

You send the credit memo to the customer in printed or electronic form.