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Function documentationHandling Chargeback Documents


The chargeback process is used to recover funds when the claims analyst determines that all or a portion of a claimed deduction is invalid.

There are two types of chargebacks:

  • funds-based — used to recover the validated portion of a deduction that has no relationship to trade promotions

  • project-based — based on a dispute case and deduction claim associated with a trade promotion.


The following predecessor documents precede the creation of a chargeback:

  • dispute case and claim submission — can be associated with one or more chargebacks documents. A funds-based chargeback can be created directly from a claim submission.

  • deduction claim — only applies to project-based chargebacks related to trade promotions

The following items can be created as a result of a chargeback:

  • claim chargeback recovery — used to automatically exchange chargeback recovery data between SAP ERP and SAP CRM

  • carried-over prepayment — used to credit a chargeback amount to a customer for use in a future trade promotion activity

  • write-off — a mechanism used to eliminate ("write-off") amounts that are considered unrecoverable

To use the claim chargeback recovery process, you must activate the business function Claims and Funds Management (CRM_CF_1).


In order to create a funds-based chargeback there must be a claim submission that has not already been written off or closed.

In order to create a project-based chargeback there must be a deduction claim with a rejected amount that is greater than zero (>0).


Creating a funds-based chargeback that is not related to a trade promotion

The following sequence describes how a chargeback is created from a claims submission with associated dispute case:

  1. With the claims document containing an unresolved amount open in CRM, the user clicks the Follow up button and selects chargeback from the drop–down listing. The chargeback document opens with basic fields pre-filled from the preceding claim document.

  2. The chargeback amount is entered in the Funds Assignment block and the concerned fund is selected. The chargeback amount is copied to the Collectible column in the Funds Assignment block and to the document header. The chargeback amount is also recorded in the related claims submission document.

  3. When the chargeback is approved (status = Approved) the amount is deducted from the available amount in the selected fund and no further modifications can be made to the chargeback amount. The Chargeback Recoveries assignment block becomes active.

  4. A request must be sent to the customer requesting the amount.

  5. Upon receipt of payment, the amount is taken into account in ERP Financials and applied to the related dispute case.

  6. The CRM analyst performs a manual search for the matching dispute case and updates it according the recovered amount.

  7. The associated chargeback document is opened in CRM and the recovered amount is entered in the Chargeback Recoveries assignment block.

  8. When the chargeback amount has been recovered the chargeback status is automatically set to Recovered.

Note Note

When a chargeback amount is recovered in CRM an equivalent amount must be applied to ERP Financials to ensure consistency between the claim submission and the dispute case.

End of the note.

Creating a project-based chargeback from a deduction claim

The following describes how to create a chargeback from a deduction claim:

  1. Create a claim and enter a rejected amount.

  2. Click on the Follow up button and select Chargeback from the list of follow-up documents. The system automatically copies the details to the chargeback document.

    A project-based chargeback is created.

  3. Follow steps 3 through 8 in the previous procedure.