Processing Credits in Interaction Center 

Purpose

In this business process, you can start credit refunds on the customer's request in the SAP CRM Interaction Center. The credit is refunded automatically or after an approval process has been completed, according to a specified limit amount.

Process Flow

The business process consists of the following steps:

...

       1.      Identify account (SAP CRM)

       2.      Identify business agreement (SAP CRM)

       3.      Create outgoing payment request (SAP CRM)

       4.      Approve outgoing payment request (SAP ECC)

       5.      Reverse outgoing payment request (SAP CRM)