Actions for Complaints Items Without Returns 

Use

You can use this function to create either an invoice correction request, credit memo request, or debit memo request for a complaint document with reference to a billing document that has a released complaint item.

Integration

This function is integrated with the Billing Engine and the Post Processing Framework in CRM.

Prerequisites

There is a complaint item with status Released in the complaint document with reference to a billing document. For more information, see Creation of Complaints with Reference to Billing Documents and Customizing for Complaints with Reference to Billing Documents.

Features

Possible Subitems

According to standard Customizing, either you or the system can use actions to create one of the following subitems for a released main item in a complaint:

●     Invoice correction item (item category DICR)

●     Debit memo request (item category L2N)

●     Credit memo request (item category G2N)

●     Missing kit component (item category CLKK)

Status of Subitems

Depending on the status of the main item, which is set by the automatic execution of business rules, the process is as follows:

●     Status Released

The Post Processing Framework starts an action that automatically creates the subitem and immediately releases it.

●     Status Investigation Required

The Post Processing Framework starts an action that automatically creates the subitem with an initial status of Open.

You can change the quantity and status manually. You can also cancel the item that was created automatically (status: Rejected) and use an action to manually create and release a new subitem.

Determining Item Categories of Subitems

The system uses an action to determine one of the following item category usages:

●     DEB        Debit memo

●     DBIC       Debit memo correction

●     CRED      Credit memo

●     CKFS      Incomplete record

Automatic determination of item category usage is dependent on Customizing and it controls determination of the subitem for the complaint item. Depending on the item category usage, a subitem of one of the following categories is created: invoice correction item, credit memo request, debit memo request, or missing kit component.

The quantity of the subitem is calculated depending on the item category of the complaint.

Further Processing of Complaint Documents

If you make the appropriate settings in Customizing, the following processes are triggered, depending on the type of complaint:

●     Complaint due to underdelivery, overdelivery, incorrect invoice, incorrect purchase order, incorrect delivery

The system or the user creates an invoice correction (DICR). Then, the invoice is corrected.

The customer receives a credit memo or debit memo.

For more information, see Difference Calculation.

●     Complaint due to incorrect delivery and complaint due to unsolicited delivery

If the customer would like to keep one or all of the parts, the system or the user creates a debit memo request item (L2N) for main item Complaint due to Incorrect Delivery (CLWD) or Complaint due to Unsolicited Delivery (CLUD). The system enters the debit memo request into the billing due list.

For more information, see Maintaining Billing Due List.

●     Complaint due to incomplete kit

If a customer wants to keep an incomplete kit and would like a credit memo for the missing components, the system or the user starts the action Explode Kit (action profile CL_INCOMPLETE_KIT_MAIN_ITEM).

This action calls up method COMPL_KIT_SEL_CPTS of implementation COMPL_KIT_SEL_CPTS from Business Add-In (BAdI) Processing Methods.

You can find this BAdI in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Basic Functions ® Actions ® Actions in Transaction ® Business Add-Ins.

The method works as follows:

○     First check whether previously exploded data exists in the sales order. This is the case if the result of an availability check via SAP Advanced Planning and Optimization (SAP APO) for the sales order was that not enough kits were available. SAP APO then explodes the kit according to the production bill of materials (BOM).

○     If there is no exploded data in the sales order, the implementation determines the bill of material in Integrated Product and Process Engineering (iPPE) in SAP ERP Central Component (SAP ECC).

The bill of material appears on the Product Proposalscreen.  You select the missing kit components and close the screen. For each component that was selected, the system creates a subitem with item category Missing Kit Component (CLKK) with the conditions that were determined.

As a prerequisite, the kit components must be created in the product master as Materials.

Then, the user or the system uses the action for credit memos for stock level (action profile CL_INCOMPLETE_KIT_SUB_ITEM) to create a subitem with item category Credit Memo Request (G2N) for each subitem with item category Missing Kit Component (CLKK). The system enters the credit memo request items into the billing due list.

For more information, see Maintaining Billing Due List.

If a customer wants to return some of the parts, the system or the user creates another item with category Returns Request for Complaint with Billing Reference (CRRI) and an item with category Returns Authorization (RAIN) or in rare cases, an Authorization for Scrapping at Customer (SAIC).

For more information, see Returns Authorization.