Data Exchange for Complaints: SAP CRM - SAP ERP

Data is transferred to SAP ERP using CRM Integration Services. This triggers subsequent processes for the complaints, returns, and in-house repair orders created in SAP Customer Relationship Management (SAP CRM).

Data from complaints transactions, returns transactions, and in-house repair transactions is transferred to the different SAP ERP components as follows:

SAP CRM Transactions	Data Posted To SAP ERP	SAP ERP Components
Returns request	Returns item in sales order	SAP Sales and Distribution (SAP SD)
Returns authorization	Returns item in sales order	SAP Sales and Distribution (SAP SD)
Substitute delivery	Sales order item	SAP Sales and Distribution (SAP SD)
Other follow-up transactions (debit/credit memos, actions, tasks)	No data transfer	-
Billing for credit memo/debit memo	Credit posting/Debit posting	SAP Financial Accounting (SAP FI)
Billing for credit memo/debit memo	Revenue	SAP Controlling (SAP CO)
Return for repair	Repair submission item in sales order	SAP Sales and Distribution (SAP SD)
Return delivery	Return delivery item in sales order	SAP Sales and Distribution (SAP SD)
Loan device delivery	Loan device delivery item in sales order	SAP Sales and Distribution (SAP SD)
Loan device pick-up	Loan device pick-up item in sales order	SAP Sales and Distribution (SAP SD)
Scrapping	Goods reposting from the sales order stock	SAP Materials Management (SAP MM)
Service part item	Reservation	SAP Materials Management (SAP MM)

Prerequisites

Customizing in SAP CRM for Items That Are Replicated in an SAP ERP Sales Order

You have defined the transaction types and item categories. For more information, see Customizing for Customer Relationship Management under Transactions Basic Settings Define Transaction Types .
The following transaction types are predefined in the standard system:
- CRMC — Complaint
- CRMR — Return
- REPA — Repair
- CLRP — Complaint with Reference to Invoice
- UUPR— Return for New Parts
- UPRR — Return for Used Parts
The following item categories are predefined in the standard system:
- REN — Return Request
- TANN — Free of Charge Substitute Delivery
- RSUB — Return for Repair
- RRET — Repaired Goods Delivery
- LOAN— Loan Device Delivery
- LRET — Loan Device Pick-Up
- RAIN — Return Authorization (RMA)
If these objects do not meet your requirements, you can modify them or define new ones.
You have ensured that the following settings are identical in Customizing for SAP CRM and in the sales component of SAP ERP.
- IDs of the transaction type (SAP CRM) and sales transaction type (SAP ERP)
- Item categories
- External number assignment for returns requests and substitute delivery items with identical number ranges
  
  Note
  
  There is no automatic check to see whether the Customizing settings in SAP CRM match those in SAP ERP.
  
  End of the note.
You have made the necessary Customizing settings for SAP CRM Billing.

Customizing in SAP ERP for Items That Are Replicated in an SAP ERP Sales Order

You have set up your shipping and inventory processes in Customizing.
You have set up your financial accounting and controlling processes in Customizing.
For detailed information about Customizing for controlling, see Data Exchange for Service Orders: CRM Server – SAP ERP/SAP APO.

Customizing for Scrapping Items in SAP CRM

You have defined the parameters for goods movement from the sales order stock for the item category for scrapping (SCRP) in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Settings for Complaints Integration Logistics Integration Define Transfer Parameters for the Goods Movement End of the navigation path .

Customizing for Service Parts Delivery in SAP CRM

The RMAT item category is predefined in the standard system.
For the scenario service parts at the service employee’s storage location, you have defined which plant and which storage location at this plant are assigned to a combination of service organization, service team, and service employee.
You have set up the Business Add-In: Filter for Reservation so that the items relevant for reservation are transferred for reservation into SAP ERP.

Customizing for Service Parts Delivery in SAP ERP

You have created logistics scenarios in SAP ERP.
A controlling object (internal order) must be found for the reservation in SAP ERP. You have therefore made the necessary settings in Customizing for SAP ERP under Integration with Other SAP Components Customer Relationship Management Settings for Service Processing Controlling Integration Establish Controlling Type, Level, and Scenarios .

Complaints/Returns Transaction and In-House Repair Order

The transaction contains at least one item.

Note

Transaction headers on their own are not replicated to SAP ERP.

End of the note.
The transaction was saved without error messages.
No distribution locks were set for the transaction.

Features

The following are replicated to SAP ERP: Returns requests (REN), substitute delivery items (TANN), submissions for repair (RSUB), repair return deliveries (RRET), loan device deliveries (LOAN), loan device pick-up requests (LRET) and returns authorizations (RAIN).
Even if the complaint, return, the complaint with reference to billing documents, or the in-house repair order contain different items, only one sales order is created in SAP ERP. This is because the transaction in SAP ERP is used primarily to trigger subsequent logistics processes.
Some of the logistics information is transferred back to SAP CRM from SAP ERP so that you can display the following details relating to a complaint/return or in-house repair order:
- Status information (such as return or substitute delivery sent, or partially sent)
- Transaction history (such as shipping, goods issue and goods receipt)
- Quantity delivered
Changes to returns items and substitute deliveries can only be made in the system in which they were created.
In SAP CRM, you have the option of changing transactions for which data has already been transferred. Your changes are then automatically transferred to SAP ERP. For more information, see Changing Business Transactions Transferred to SAP ERP.
Scrapping
The scrapping item is used to post a goods issue in SAP ERP, which reduces the sales order stock.
Service parts planning in the sales order
You can call up availability information for service part items in SAP ERP. The availability information checks the planned quantity against the stock available in the assigned service plant.

When the transaction is saved, a reservation, purchase order, or purchase requisition is created in SAP ERP for the service part item, depending on the logistics scenario that is set.

Goods withdrawal follows in the confirmation, according to the logistics scenario that is set.

For more information about logistics integration and logistics scenarios, see: Logistics Integration.

Activities

The system uses the item object type to determine whether data should be transferred to SAP ERP, and then executes the data replication.
Only items with the following item object types are replicated: returns requests, substitute deliveries, repair submissions, repair return deliveries, loan device deliveries, loan device pick-up requests, and returns authorizations. Items with the item object type CRM Customer Complaints Item are not replicated.

The subitems created in SAP CRM (item categories REN, TANN, RSUB, RRET, LOAN, LRET, and RAIN) are replicated to SAP ERP as main items.
The distribution status of the complaints transaction or returns transaction and of the in-house repair order shows whether the data exchange was performed successfully. Errors and warning messages relating to the data transfer are listed in a log.

For more information about statuses, see Status Management in Business Transactions.
You manually create goods receipts and goods issues in SAP Sales and Distribution (SAP SD) for returns requests, substitute deliveries, repair submissions, return deliveries, loan device deliveries, and loan device pick-up requests. This triggers the automatic posting of receivables in SAP Financial Accounting (SAP FI), and the posting of the profitability segment in SAP Controlling (SAP CO).

If you post a goods receipt in SAP ERP, the status of the relevant CRM transaction item is automatically updated so that you can identify that a goods receipt has occurred.
Note
- The schedule line category and the assigned transaction type are used in SAP SD to control whether a returns item is posted directly to the unrestricted-use stock, or whether it is first posted to the inspection stock.
- If you are using the Warehouse Management System in SAP SD, picking occurs using transport orders (transaction LT03).
End of the note.
If you generate billing documents for debit memos or credit memos created in SAP CRM, the billing amounts are posted in SAP FI. Revenues are posted to the relevant profitability segment in SAP Controlling (SAP CO).

More Information

For more information about the subsequent processes for complaints and returns in SAP ERP, see SAP Library under Logistics Sales and Distribution (SD) Sales (SD-SLS) Complaints .
For more information about possible errors that could occur during data exchange for business transactions and information about correcting errors, see SAP Note 490932.