Examples of Complaints with Reference to
Billing Documents 
The following examples illustrate how the main items and subitems of complaints can be linked with billing document references. This is dependent on the settings in Customizing for Complaints with Reference to Billing Documents. Determination of complaint quantity is also dependent on Customizing: For each item category, you can set whether the complaint quantity can be entered directly or whether it should be calculated from the quantity received, which is to be entered.
Complaint due to Underdelivery
A dealer has ordered 100 parts but received only 90, and would like to return 20 of this 90.
● Main item: Complaint due to underdelivery (Type: CLSH)
Quantity of main item = Quantity of billing item: 100
Quantity received: 90
Complaint quantity: 10
Approved quantity = Complaint quantity
○ Subitem: Invoice correction item (Type: DICR)
Invoice correction quantity: 90
○ Subitem: Returns request for complaint (Type: CRRI)
Requested returns quantity: 20
■ Subitem: Returns authorization (Type: RAIN) or for certain exceptions, authorization for scrapping at customer (Type: SAIC)
The system determines the approved quantity: 20
○ Subitem: Invoice correction item (Type: DICR)
Invoice correction quantity: 70
Complaint due to Incorrect Purchase Order
A dealer ordered 100 pieces of product 4711 instead of product 4712. The dealer would like to return all 100 pieces.
● Main item: Complaint due to incorrect purchase order (Type: CLOE)
Quantity of main item = Quantity of billing item: 100
Complaint quantity: 100
Approved quantity = Complaint quantity
Quantity received is not available for input
○ Subitem: Returns request for complaint (Type: CRRI)
Requested returns quantity: 100
■ Subitem: Returns authorization (Type: RAIN) or authorization for scrapping at customer (Type: SAIC)
Authorized quantity: 100
○ Subitem: Invoice correction item (Type: DICR)
Invoice correction quantity: 100
Complaint due to Incorrect Invoice
The dealer ordered 100 pieces of product 4711 and has determined an error in the invoice due to an incorrect price.
● Main item: Complaint due to incorrect invoice (Type: CLPB)
Quantity of main item = Quantity of billing item: 100
Quantity received: blank and not available for input
Complaint quantity: 100
Approved quantity = Complaint quantity
○ Subitem: Invoice correction item (Type: DICR)
Invoice correction quantity: 100, new price
Complaint due to Unsolicited Delivery
The dealer ordered 100 pieces of product 4711 but only received 90 pieces of product 4711 and 10 pieces of product 4712. The dealer was charged for 100 pieces of product 4711.
The dealer would like the invoice for 4711 to be corrected to 90 pieces.
She would also like to send back 6 pieces of product 4712.
● Main item: Complaint due to underdelivery (Type: CLSH)
Quantity of main item = Quantity of billing item 4711: 100
Quantity of 4711 received: 90
Complaint quantity: 10
Approved quantity = Complaint quantity
○ Subitem: Invoice correction item (Type: DICR)
Invoice correction quantity: 90
● Main item: Complaint due to unsolicited delivery (Type: CLUD)
Quantity of main item = Quantity of billing item: Not relevant
Quantity of 4712 received: 10
Complaint quantity: 10 (copied from the quantity received)
Approved quantity = Complaint quantity
○ Subitem: Returns request for complaint (Type: CRRI)
Requested returns quantity: 6
■ Subitem: Returns authorization (Type: RAIN)
Authorized quantity: 6
○ Subitem: Debit memo request (Type: L2N)
Complaint due to Incorrect Delivery
A dealer ordered 100 pieces of product 4711, and received 100 pieces of product 4712. She would like to keep all 100 pieces of product 4712. The dealer was charged for 100 pieces of product 4711.
● Main item: Complaint due to incorrect delivery (Type: CLWD)
Quantity of main item = Quantity of billing item: 100
Quantity received: 100
Complaint quantity: 100 (copied from the quantity received)
Approved quantity = Complaint quantity
○ Subitem: Invoice correction (Type DICR) for product 4711
Quantity: 0
○ Subitem: Debit memo request (Type: L2N) for product 4712
Quantity: 100
Complaint due to Overdelivery
A dealer ordered 100 pieces of product 4711, but received 120 pieces and was billed for 100 pieces. He would like to send 10 pieces back.
● Main item: Complaint due to overdelivery (Type: CLOV)
Quantity of main item = Quantity of billing item: 100
Quantity received: 120
Complaint quantity: 20 (quantity received – quantity billed)
Approved quantity = Complaint quantity
○ Subitem: Invoice correction request (Type: DICR)
Quantity: 20
○ Subitem: Returns request for complaint (Type: CRRI)
Requested returns quantity: 10
■ Subitem: Returns authorization (Type: RAIN)
Authorized quantity: 10
○ Subitem: Invoice correction request (Type: DICR)
Invoice correction quantity: 10
Complaint due to Incomplete Kit
A dealer has five of kit A, but in two of the kits, three of component AA and two of component BB are missing. The dealer would like a credit memo for the missing components.
● Main item: Complaint due to incomplete kit (Type: CLIK)
Quantity of main item = Quantity of billing item: 5
Quantity received is not available for input
Complaint quantity: 2
Approved quantity = Complaint quantity
○ Subitem: Missing kit component for product AA (Type: CLKK)
Quantity: 6 (entered manually, the entry is verified)
■ Subitem credit memo request (Type: G2N)
Quantity: 6
○ Subitem: Missing kit component for product BB (Type: CLKK)
Quantity: 4 (entered manually, the entry is verified)
■ Subitem: Credit memo request (Type: G2N)
Quantity: 4