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Function documentationComplaints Integration

 

Members of a loyalty program can express dissatisfaction with services received or products purchased by filing complaints using web applications or the Interaction Center (IC). In some cases, members express dissatisfaction by returning products. You use this function to manage complaints and returns through the Interaction Center and Web channel in SAP Customer Relationship Management (SAP CRM).

Prerequisites

To use this function, you must activate the business function Loyalty Productivity (CRM_LOY_PROD).

For configuration settings, see the Loyalty Management business scenario in SAP Solution Manager.

  • If you want to use products in the loyalty scenario, in master data, assign the ID LM_REWARD_CATEGORY category to the product. You have also maintained attributes such as points or miles for the REWARD_LOY_PRO set type in the product master data. Then, in the Point Information assignment block, maintain the loyalty scenarios and their respective values.

  • You have made settings for complaints integration in Customizing for Customer Relationship Management, under:

    • Start of the navigation path Marketing Next navigation step Loyalty Management Next navigation step Channel Integration Next navigation step Define Requirement of Membership ID for Complaint Types in Loyalty End of the navigation path

    • Start of the navigation path Marketing Next navigation step Loyalty Management Next navigation step Channel Integration Next navigation step Assign Item Categories for Member Activity Creation in Complaints End of the navigation path

    • Start of the navigation path Marketing Next navigation step Loyalty Management Next navigation step Member Activities Next navigation step Define Member Activity Categories and Types End of the navigation path

    • Start of the navigation path Marketing Next navigation step Loyalty Management Next navigation step Member Activities Next navigation step Define Categories and Types for Sales Order Integration End of the navigation path

Features

  • Standard complaint

    A member reports that a product that was ordered has not arrived. The IC agent creates a standard complaint as a follow-up to the sales order. For reporting purposes, membership IDs can be tracked for standard complaints.

  • Standard return

    A member reports that a product that was ordered has to be returned. The IC agent creates a standard return as a follow-up to the sales order. For reporting purposes, membership IDs can be tracked for standard returns.

  • Dissatisfaction with a loyalty benefit

    A member reports dissatisfaction with a loyalty benefit. The complaint may or may not have a sales order or a product associated with it. If the complaint does not have a sales order or a product associated with it, the IC agent can customize the complaint categorization.

    Example Example

    If a complaint is related to membership cards, the IC agent can categorize the complaint as relating to the loyalty program and specify in the subcategory that it relates to cards.

    End of the example.

  • Report missing transactions

    A member reports a purchase that was not accounted for in the point account. The IC agent creates a complaint of type Report Missing Transaction as a follow-up to the sales order. This can be done for loyalty scenarios Buy Points and Points Accrual.

    Note Note

    Sales order references and membership IDs are required to report missing transactions.

    End of the note.

  • Award points

    For standard returns and dissatisfaction with benefits, the IC agent creates a member activity of type Complaints Resolution to award points to a member.

    For missing transactions, the IC agent navigates to the sales order overview page and the membership overview page to investigate the complaint. The IC agent then creates a member activity of type Complaints Resolution to award points to a member.

More Information

Member

Member Activities

Point Account

Membership

Customer Access to Loyalty Programs