Complaint Creation

You create complaints if customers are not satisfied with goods or services that they have purchased.

You can enter complaints in the WebClient UI, the IC WebClient, in e-service, and in the mobile client.

Prerequisites

You have made all necessary settings in Customizing under Start of the navigation path Customer Relationship Management Next navigation step Transactions Settings for Complaints End of the navigation path .

Transaction Types and Item Categories

You have defined the transaction types and item categories.

The transaction types and item categories for complaints and repairs are predefined as follows in the standard system:

Transaction Types	Item Categories	Used As
CRMC – Complaint	COMP – Complaint L2N – Debit Memo Request G2N – Credit Memo Request TANN – Free of Charge Substitute Delivery REN – Return Request	Main item Subitem Subitem Subitem Subitem

Transaction Types

Item Categories

Used As

CRMC – Complaint

COMP – Complaint

L2N – Debit Memo Request

G2N – Credit Memo Request

TANN – Free of Charge Substitute Delivery

REN – Return Request

Main item

Subitem

If the settings for these Customizing objects do not meet your business requirements, you can copy the objects and modify the copies. For more information, see the Implementation Guide (IMG) for CRM and choose Start of the navigation path Transactions Next navigation step Basic Settings Define Transaction Types End of the navigation path .

Make the following settings for delivery-relevant items:

On the Definition of Item Categories screen: In field Assign BW/CO: Sales
On the Customizing Item screen: In field Bill. Relevance: External Billing

Copying Control

If you want to create complaints with reference to a service process or sales transaction, you must define this in Customizing.

Note Note

These settings are already available if you use the standard transaction types delivered by SAP.

End of the note.

For more information, see Copying Business Transactions.

Action Profiles and Assigned Actions

You have completed Customizing for actions:

You have defined action profiles and actions for both transaction types and item categories in Customizing under Customer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions .
You have assigned the action profile to the transaction type and item categories in Customizing under Customer Relationship Management Basic Functions Actions Actions in Transaction Assign Action Profile to the Business Transaction Type and Assign Action Profile to the Item Category.
You have defined the schedule condition and start condition for each action definition in Customizing under Customer Relationship Management Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Conditions .

The action profiles and assigned actions available in the standard system include:

Technical Name of Action Profile	Action Profile Description	Technical Name of Action	Action Description
COMPLAINT	SAP Standard Customer Complaint	ANGEBOTSDRUCK	Print Offer
COMPLAINT	SAP Standard Customer Complaint	TASK	Create Task
COMPLAINT_ITEM	SAP Standard Customer Complaint Item	CREDIT	Credit Memo
		DEBIT	Debit Memo
		RETURN_REQ	Returns Request
		SUBST_DEL	Substitute Delivery
		TASK_ITEM	Create Task

If the action profiles delivered by SAP do not meet all your needs, you can define your own actions in Customizing.

Buttons for Actions

You have defined the text for the buttons of the actions in the main item in Customizing under Start of the navigation path Customer Relationship Management Next navigation step Transactions Settings for Complaints Define Pushbuttons for Actions End of the navigation path .

Data Exchange for Complaints and In-House Repair Orders: SAP CRM –SAP ERP Central Component (SAP ECC)

For more information about prerequisites for the data exchange between SAP CRM and SAP ERP Central Component (SAP ECC), see Data Exchange for Complaints: SAP CRM – SAP ECC..

Process

You can create complaints with or without reference to a sales transaction or a service process.

If you want to create a complaint transaction with reference to a preceding transaction, call this transaction up and use Create Follow-Up Transaction to create a complaint transaction.
Note
- Items are only copied if they have a valid status.
- This means that the system proposes the items contained in the preceding transaction so that you can decide which items you want to transfer to the complaint.
End of the note.
In categorization, choose the appropriate predefined values.
You can use actions to create the following items directly from the complaint, for example:
- Credit memo request items and debit memo request items (created in the complaint transaction as subitems)
- CRM business objects, such as activities
- Business objects in SAP ECC, such as repair orders
  
  Note
  
  The return subitems created in a complaint transaction have the item category REN. However, the subsequent processing is the same process that is used for returns that you have entered using a return transaction (item category CRMR).
  
  If you set the complaint transaction to the status Completed, all subitems are automatically set to status Completed.
  
  End of the note.

Result

You can use actions to trigger a variety of subsequent processes from the complaint. How you use the actions depends solely on your business process.

You can use actions, for example, to create substitute delivery items that are subsequently transferred to SAP ECC.

You can also use actions to create tasks. From a complaint, for example, you could create a task for an employee who should check whether a complaint is justified.