Complaints with Reference to Billing Documents 

Use

You create complaints with reference to billing documents to record grievances about completed deliveries or billing documents. Billing documents are the preceding documents for complaints with reference to billing documents. If you do not know the billing document number, you can find the billing document via the sales document or delivery. The targeted end result is either an invoice correction or a credit memo. Complaints with reference to billing documents can also lead to physical returns or scrapping of the parts.

For the special features of a complaint with reference to a billing document that results from third-party order processing (TPOP), see Complaints Processing After Third-Party Order Processing (TPOP).

You can create complaints with reference to billing documents in the SAP graphical user interface (SAP GUI) for Windows, in the dealer portal, in the Interaction Center WinClient, or via EDI.

Integration

Complaints processing is integrated with the following sales transactions: sales order, delivery, and invoice.

Prerequisites

In the product master data, for products involved in complaints with reference to billing documents, you have selected the Returnable indicator in accordance with your requirements.

You have completed Customizing for Complaints with Reference to Billing Documents.

Features

The following complaint types are predefined in the standard system:

●     Complaint due to underdelivery

●     Complaint due to incorrect purchase order

●     Complaint due to incorrect invoice

●     Complaint due to incorrect delivery

●     Complaint due to overdelivery

●     Complaint due to unsolicited delivery

●     Incomplete kit

In the standard system, a complaint with reference to a billing document is always created with reference to a billing document, except in the case of complaints due to unsolicited delivery.

For the item of the invoice correction request, there is an invoice correction via Difference Calculation.

You can use authorization groups to prevent fields in the document from being overwritten under certain defined conditions. For more information, see Authorization Check at Field Level.

The complaint types each have a different business-related background:

Complaint due to Underdelivery

You use this complaint type when the customer (dealer) received too few parts. The customer (dealer) has the following options:

●     Keep all parts and receive an invoice correction for the missing parts

●     Return all or some of the parts (if an incomplete set is of no use, for example), and receive an invoice correction

Complaint due to Incorrect Purchase Order

You use this complaint type when the customer (dealer) has ordered the wrong parts or the wrong quantity of parts. The customer (dealer) receives a credit memo or an invoice correction.

Complaint due to Incorrect Invoice

You use this complaint type when a customer (dealer) receives an incorrect invoice, for example, because of an incorrect or missing discount, or prices that are too high. The customer (dealer) enters the reason for the complaint in the text field of the complaint document. The customer (dealer) receives an invoice correction.

Complaint due to Incorrect Delivery

You use this complaint type if the customer (dealer) receives none of the parts that were ordered. Instead, the merchant receives only parts that he or she did not order. This always leads to a complaint due to underdelivery for the missing parts and a complaint due to incorrect delivery for the parts that were not ordered.

The customer (dealer) has the following options:

●     Receive an invoice correction for the missing parts

●     Return some or all of the parts and get a debit memo for the parts kept

Complaint due to Overdelivery

You use this complaint type when the customer (dealer) received too many parts. The customer (dealer) has the following options:

●     Keep some or all the parts and receive an invoice correction

●     Return all parts and receive an invoice correction

Complaint due to Unsolicited Delivery

You use this complaint type when the customer (dealer) did not receive all the parts that were ordered, but did receive parts that were not ordered. The customer (dealer) has the following options:

●     Keep all parts that he or she ordered and receive an invoice correction for the missing parts

●     Keep all the parts that were not ordered, and receive a debit memo. To do so, he or she creates a complaint item without reference to a preceding item.

●     Return all or some of the parts that were ordered (if an incomplete set is of no use, for example) and receive an invoice correction

●     Return the parts that he or she did not order. To do so, he or she creates a complaint item without reference to a preceding item, in which he or she enters the product and the quantity received.

Incomplete Kit

You use this complaint type if components of a kit are missing. The customer (dealer) has the following options:

• Return the incomplete kit and receive a credit memo
• Add the missing parts from his or her own warehouse stock and receive a credit memo for these parts
• Receive a free-of-charge substitute delivery that includes the missing kit components