Customizing for Complaints with Reference to Billing Documents 

Use

The settings that are particular to complaints with reference to billing documents and that you must make in Customizing are described below.

Activities

Define Transaction Types and Item Categories

Define transaction types and item categories in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Transactions ® Basic Settings ® Define Transaction Types and Define Item Categories.

Transaction type CLRP – Complaints with Reference to Billing Documents is defined in the standard system.

The following item categories are defined in the standard system:

Subitem Type	Description	Intended As
CLSH	Complaint due to underdelivery	Main item
CLOV	Complaint due to overdelivery	Main item
CLOE	Complaint due to incorrect purchase order	Main item
CLPB	Complaint due to incorrect invoice	Main item
CLUD	Complaint due to unsolicited delivery	Main item
CLIK	Complaint due to incomplete kit	Main item
CLWD	Complaint due to incorrect delivery	Main item
CRRI	Returns request for complaint with billing reference	Main item
RAIN	Returns authorization (RMA)	Subitem
RAIS	Returns authorization for vendor (TPOP)	Subitem
SAIC	Authorization for scrapping at customer	Subitem
RASC	Scrapping in plant (RMA)	Subitem
DICR	Invoice correction item	Subitem
CLKK	Missing kit component	Subitem

If you want to create your own item categories, use these item categories in the standard system as templates, since they already contain all the necessary settings.

In particular, use the generic item categories CRRI, RAIN, RAIS, SAIC, and RASC as templates to create new item categories for complaint types such as underdelivery, incorrect purchase order, incorrect invoice, incorrect delivery, overdelivery, unsolicited delivery, and incomplete kit.

For more information, see the field help (F1) for the Preceding Ref. Object Type and Preceding Ref. Mandatory fields in the general section of the screen, and for the fields that appear when you choose Customizing Item for business transaction category Complaints.

Define Item Category Usage

Define item category usage in Customizing for SAP CRM by choosing Transactions ® Basic Settings ® Define Item Categories Usages.

In the standard system, the following item category usages are available for complaints with reference to billing documents:

●     Debit memo correction            DBIC

●     Returns request                      RERQ

●     Returns authorization              RETR

●     Return delivery vendor             RETS

●     Debit memo                           DEB

●     Scrapping                              SCRP

●     Credit memo                          CRED

●     Incomplete record                   CKFS

Define Item Category Determination

Use item category determination to assign main items and subitems to one another in Customizing for SAP CRM by choosing Transactions ®Basic Settings ®Define Item Category Determination.

Since these assignments are dependent upon your business processes, there are no settings in the standard system.

Reference the complaint due to underdelivery below as one example of how these assignments could look:

Transaction Type	Use	Main Item Type/ Description	Subitem Type/ Description	Subitem Type/ Description	Subitem Type/ Description
CLRP	DBIC	CLSH/ Complaint due to underdelivery	DICR/ Invoice correction
CLRP	RERQ		CRRI/ Returns request for complaint
CLRP	RETR			RAIN/ Returns authorization
CLRP	DBIC				DICR/ Invoice correction

For more information, see Examples for Complaints with Reference to Billing Documents.

Define Copying Control for Item Categories

Define the control for copying item categories in Customizing for SAP CRM by choosing Transactions ® Basic Settings ®Copying Control for Business Transactions ® Define Copying Control for Item Categories.

Since the copying controls are dependent upon your business processes, there are no settings in the standard system.

You can use the following example to see how the copying control for a complaint due to underdelivery could look:

Field Description	Entry
Source Item Category	CLSH
Target Item Category	DICR
Copy Conditions	Copy all conditions
CondCopier Type	Exact copy (copy template)

 

Assigning Business Object Types to Transaction Types

Assign business object types to your own transaction types in Customizing for SAP CRM by choosing Transactions ® Settings for Complaints ® Integration ® Business Add-Ins for Document Referencing ® Assign Business Object Types to Transaction Types.

In the standard system, business object type BILLDO is available for the transaction type for complaints with reference to billing document (CLRP). In this way, the invoice document is defined as the preceding document for complaint documents with reference to billing documents, and data is copied from the invoice document into the complaint document with reference to the billing document.

If you want to change the preceding document reference for the complaint document, you must create your own implementation for Business Add-In: Create Complaints with Reference to External Document.

You can find this BAdI in Customizing for Customer Relationship Management by choosingTransactions ® Settings for Complaints ® Integration ® Business Add-Ins for Document Referencing.

Define Action Profiles and Assigned Actions

Define actions and action profiles in Customizing for SAP Customer Relationship Management by choosing Basic Functions  ® Actions ® Actions in Transaction  ® Change Actions and Conditions  ® Define Action Profiles and Actions. Then define the schedule condition and start condition for each action definition by choosing Define Conditions.

The following action profiles are available in the standard system. You must assign actions to these action profiles according to your needs.

Technical Name of Action Profile	Description of Action Profile	Usage for Transaction Type or Item Category
CLAIM_RETURN	Claims/returns header	Transaction type
CL_INCLOMPLETE_KIT_MAIN_ITEM	Incomplete kit main item	Item
CL_INCLOMPLETE_KIT_SUB_ITEM	Incomplete kit subitem	Item
CL_OE	Incorrect purchase order	Item
CL_OE_RAIN	Returns authorization for incorrect purchase order	Item
CL_OV	Overdelivery	Item
CL_OV_CRRI	Requested return for overdelivery	Item
CL_OV_RAIN	Returns authorization for overdelivery	Item
CL_PB	Incorrect invoice	Item
CL_SH	Underdelivery	Item
CL_SH_CRRI	Requested return for underdelivery	Item
CL_SH_RAIN	Returns authorization for underdelivery	Item
CL_UD	Unsolicited delivery	Item
CL_UD_CRRI	Requested return for incorrect delivery	Item
CL_UD_RAIN	Returns authorization for incorrect delivery	Item
CL_WD	Incorrect delivery	Item
CL_WD_CRRI	Requested return for incorrect delivery	Item
CL_WD_RAIN	Returns authorization for incorrect delivery	Item
RMA_ITEM	Creation of returns authorization	Item

 

For more information, see Actions in CRM Enterprise.

Assign Action Profile to Transaction Type and Item Category

Assign the respective action profile and other data to the transaction types and the item categories according to the table below.

You can do so in Customizing for SAP Customer Relationship Management by choosing Basic Functions ® Actions ® Actions in Transaction ® Assign Action Profile to the Business Transaction Type and Assign Action Profile to the Item Category.

Transaction Type	Description	Partner Determination Procedure	Org. Data Profile	Date Profile	Action Profile
CLRP	Complaint with reference to billing document	00000099	000000000099	RET_HEADER01	CLAIM_RETURN

 

Item Category	Description	Partner Determination Procedure	Org. Data Profile	Date Profile	Action Profile
CLSH	Complaint due to underdelivery	CLMAIN01	000000000007		CL_SH
CLOE	Complaint due to incorrect purchase order	CLMAIN01	000000000007		CL_OE
CLPB	Complaint due to incorrect invoice	CLMAIN01	000000000007		CL_PB
CLWD	Complaint due to incorrect delivery	CLMAIN01	000000000007		CL_WD
CLOV	Complaint due to overdelivery	CLMAIN01	000000000007		CL_OV
CLIK	Complaint due to incomplete kit	00000018	000000000007		CL_INCLOMPLETE_ KIT_MAIN_ITEM
CLUD	Complaint due to unsolicited delivery	CLMAIN01	000000000007		CL_UD
DICR	Invoice correction item	CLMAIN01	000000000007		CL_SH_CRRI
Copy of CRRI	Returns request for complaint due to incorrect delivery	CLMAIN01	000000000007		CL_WD_CRRI
Copy of CRRI	Returns request for complaint due to overdelivery	CLMAIN01	000000000007		CL_OV_CRRI
Copy of CRRI	Returns request for complaint due to unsolicited delivery	CLMAIN01	000000000007		CL_UD_CRRI
Copy of RAIN	Returns authorization (RMA) for complaint due to underdelivery	RAIN_ITM	000000000007	RETURN_INTER	CL_SH_RAIN
Copy of RAIN	Returns authorization (RMA) for complaint due to incorrect delivery	RAIN_ITM	000000000007	RETURN_INTER	CL_OE_RAIN
Copy of RAIN	Returns authorization (RMA) for complaint due to incorrect purchase order	RAIN_ITM	000000000007	RETURN_INTER	CL_WD_RAIN
Copy of RAIN	Returns authorization (RMA) for complaint due to overdelivery	RAIN_ITM	000000000007	RETURN_INTER	CL_OV_RAIN
Copy of RAIN	Returns authorization (RMA) for complaint due to unsolicited delivery	RAIN_ITM	000000000007	RETURN_INTER	CL_UD_RAIN
Copy of RAIS	Returns authorization for vendors (TPOP)	RAIS_ITM	000000000007
Copy of SAIC	Authorization for scrapping at customer	SCRAP001	000000000007	RETURN_INTER
Copy of RASC	Scrapping in plant (RMA)	RAIN_ITM
CLKK	Missing kit component	00000018	000000000007		CL_INCLOMPLETE_ KIT_SUB_ITEM
L2N	Debit memo request	10000001	000000000007	BILLING