Creation of Complaints 
Purpose
You create complaints if customers are not satisfied with goods or services that they have purchased.
You can create complaints in the SAP GUI for Windows, in the People-Centric UI (PC UI), in the Interaction Center (IC) WinClient, in the IC WebClient, in E-Service, and on the mobile client.
Prerequisites
You have made all necessary Customizing settings under Customer Relationship Management by choosing Transactions ® Settings for Complaints.
Transaction Types and Item Categories
You have defined the transaction types and item categories.
The transaction types and item categories for complaints and repairs are predefined as follows in the standard system:
Transaction Types |
Item Categories |
Used As |
CRMC – Complaint |
COMP – Complaints L2N – Debit memo request G2N – Credit memo request TANN – Free of charge substitute delivery REN – Returns request |
Main item Subitem Subitem Subitem Subitem |
If the settings for these Customizing objects do not meet your business requirements, you can copy the objects and modify them. For more information, see the Implementation Guide (IMG) for Customer Relationship Management and choose Business Transactions ® Basic Settings ® Define Transaction Types.
Make the following settings for delivery-relevant items:
● On the Definition of Item Categories screen: In field Assign BW/CO: Sales
● On the Customizing Item screen: In field Bill. Relevance: External billing
Copying Control
If you want to create complaints with reference to a service process or sales transaction, you must define this in Customizing.
These settings are already available if you use the standard transaction types delivered by SAP.
For more
information, see 
Copying Business
Transactions.
Action Profiles and Assigned Actions
You have completed Customizing for actions:
● You have defined action profiles and actions for both transaction types and item categories in Customizing for Customer Relationship Management by choosing Basic Functions ® Actions ® Actions in Transaction ® Change Actions and Conditions ® Define Action Profiles and Actions.
● You have assigned the action profile to the transaction type and item categories in Customizing for 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.
● You have defined the schedule condition and start condition for each action definition in Customizing for Customer Relationship Management by choosing Basic Functions ® Actions ® Actions in Transaction ® Change Actions and Conditions ® Define Conditions.
The action profiles and assigned actions available in the standard system are:
Technical Name of Action Profile |
Description of Action Profile |
Technical Name of Action |
Description of Action |
COMPLAINT |
SAP standard customer complaint |
ANGEBOTSDRUCK |
Print offer |
TASK |
Create task |
||
COMPLAINT_ITEM |
SAP standard customer complaint item |
CREDIT |
Credit memo |
DEBIT |
Debit memo |
||
RETURN_REQ |
Returns request |
||
SUBST_DEL |
Substitute delivery |
||
TASK_ITEM |
Create task |
If the action profiles delivery by SAP do not meet all your needs, you can define your own actions in Customizing.
Buttons for Actions
You have defined the labels and symbols for the buttons for the actions of the main item in Customizing for Customer Relationship Management by choosing
Customer Relationship Management ® Transactions ® Settings for Complaints ® Define Pushbuttons for Actions.
Data Exchange for Complaints and In-House Repair Orders: SAP CRM – SAP ECC
For the
prerequisites for the data exchange between SAP CRM and SAP Enterprise
Resource Planning Central Component (SAP ECC), see Data Exchange for
Complaints: CRM Enterprise – SAP ECC.
Process Flow
You can create complaints with or without reference to a sales transaction or a service process.
...
1. If you want to create a complaint document with reference to a preceding document, call this document up and use Create Follow-Up Transaction to create a complaint document.
Items are only copied if they have a valid status.
This means that the system offers you the items contained in the preceding document so that you can decide which items you want to transfer to the complaint.
2. Specify the reason or reasons for the complaint. The fields Defect Class and Quality Defect are automatically filled according to the settings in Customizing. The number of defects is set to “1” by default. You can overwrite the values for the number of defects and quality defects.
From the complaint, you can use actions to generate the following items, for example:
○ Credit and debit memo request items (these are created in the complaints document as subitems)
○ CRM documents such as activities
○ Documents in SAP Enterprise Resource Planning (SAP ERP) such as repair orders
The return subitems created in a complaint document have the item category REN. However, the subsequent processing is the same as for returns that you have entered using a return document (item category CRMR).
If you set the complaint document to the status Completed, all subitems are automatically set to the status Completed.
Specifics of E-Service
Create a complaint by choosing the Request tab page and then entering the product involved in the complaint. Alternatively, you can use the tab page Installed Base or Product to first choose a registered product and then choose Create Complaint.
Specifics of Mobile Service
You can either create a complaint as a follow-up document to an existing service order or with reference to an order in the Visit menu.
Result
You can use actions to trigger a variety of subsequent processes from the complaint. How you use the actions depends solely on your business process.
You can use actions, for example, to create substitute delivery items which are subsequently transferred to SAP ECC.