Create Complaint on the Internet

Use

Your customers can use this Internet Application Component in Media Sales and Distribution (IS-M/SD) to create complaints regarding a media product or its delivery on the Internet.

You can have the system create the complaints recorded immediately or store them initially in temporary tables, depending on the Customizing settings.

Type of Internet Application Component

Consumer to Business

Implementing the Internet Application Component Create Complaint on your website has the following advantages for you and your customers:

Your customers can record complaints on the Internet conveniently, easily and at any time of the day or night. This can be done without the need for telephone calls, letters or faxes. The fact that you can trigger possible follow-up processes automatically or soon after the complaint is recorded, for example, subsequent delivery of a missing issue, means the customer does not have to wait long for a response. This ensures customer satisfaction.

Complaints are recorded by the customers themselves. This reduces your employees' workload by eliminating a large number of tasks involving telephone calls and correspondence.

You can design the layout of the application yourself, providing your customers with a simple and user-friendly way of recording their complaints. For example, you can set up the application in such a way that subsequent delivery of the current issue is triggered after logon without the customer having to enter any further data. This allows you to offer your customers a service that exceeds the quality of services normally offered on the Internet.

Additional environment functions for the Internet Application Component (postediting of complaints stored temporarily, logging of complaints) allow you to maintain an overview of activities from the Internet. These functions also ensure that it is not possible for customers to create repeated subsequent deliveries or credit memos for an issue on the Internet and thus misuse the service.

Integration

The application is fully integrated with IS-M/SD complaint processing; this means subsequent processes, such as subsequent delivery of a media product or a credit memo for a certain amount, can be started automatically if required.

Prerequisites

Authorizations/Security

Authorization checks can be divided into two categories:

Identification and checking of the customer who wants to create a complaint for their orders on the Internet:

To prevent unauthorized creation of complaints by third parties, the customer must log on to the system using a procedure that you define. For this purpose, you define in Customizing where logon is to take place and which data is to be used. A variety of data is available to you for this purpose, including the customer number, password, order number, address data, bank data and credit card data.
If the check is to be performed using a password, an Internet user must be created for the customer. You can do this in various ways:

By creating the Internet user when the user orders a subscription using the Internet Application Component Subscription Sales .

Existing customers can create their own Internet user on the Internet using the IAC Create Internet User .

The publisher can create an Internet user for its customers in transaction SU01.

If you choose a logon scenario that does not require a password, you do not need to create an Internet user. In this case, logon takes place using the existing data on the customer (customer number, order number, address, e-mail address, telephone number, ...).
Authorization checks in the SAP system

Logon to the Internet Application Component via the Internet Transaction Server (ITS) in the SAP system takes place using an SAP user, which is usually defined in the service file of this Internet application. This user must be assigned the authorizations required in order to execute the application. In the IAC Create Complaint , the authorization objects required are those for the publishing sales order (J_JKAK) and for the shipping problem message (J_VFMV).

Standard Default Values

You must make a variety of settings in Customizing for the Internet Application Component Create Complaint. For further information, see the Implementation Guide forSAPMedia under Start of the navigation path Media Sales and Distribution Next navigation step Periodical Sales and Distribution (Subscriptions) Sales Complaint Internet Application Components IAC Create Complaint End of the navigation path .

Access

You access the IAC using the URL http://.../sap/bc/gui/sap/its/media/jkwww05?key_compl=<key>&~okcode=strt&~theme=<theme> .

<key> stands for a key defined in Customizing that references all the data for a variant of this IAC. You can define the layout of a variant by means of HTML templates, which are grouped together in what is termed a “theme”. When you call up the application, the theme number <theme> is specified in the URL as indicated above, determining the layout.

Features

This Internet Application Component can be used to create complaints for existing orders.

Different Variants of the Internet Application Component

The application can be designed flexibly using a selection of variants. You can also integrate several variants in your website at the same time. In Customizing, you define which of the data required for the complaint must be entered by the customer and which data is taken from Customizing settings or customer exits.

In addition to the complaint data, the Internet Application Component contains a user-defined text field for entering a complaint text, which you can use in a variant if you wish.

The following are some examples of possible variants:

Subsequent delivery of current issue: The form only contains the fields Customer number and Password. Once the form has been submitted, subsequent delivery is started.
Complaint as a complaint text: This variant could use the customer number or address fields to identify the customer and could contain a user-defined text field for the complaint text. The complaint is stored initially in the temporary table; the administrator decides according to this description which follow-up activities are to be started, for example whether subsequent delivery is to be started or a credit memo is to be granted.
Individual complaint for each of a customer’s orders: After the customer has logged on, the application lists their current orders. They would then have to select the order items for which they want to create the complaint and then enter the complaint data (complaint reason and period, desired complaint category) for each of these. In addition, the customer can enter a comment in the user-defined text field.

Logon for an Existing Customer

Logon for an existing customer either takes place on a separate logon screen or on the complaint form. The process flow for the latter is as follows: The customer enters logon data on the complaint form as well as the data on their complaint. When they save, this data is used to identify and check the customer and the system reads their order items and creates a complaint for each one. This process flow means the customer does not have the impression that they have had to log on.

Control Options

Some complaint data is predefined in Customizing. If a field is no longer offered on the HTML form, this default setting is a fixed definition. This means the following in the case of the complaint category and the variants described above:

Subsequent delivery of the current issue: The complaint category subsequent delivery is defined as a fixed value and a field for the complaint category is no longer offered on the form.
In the case of complaints in the form of a complaint text, “No action” is entered as the default complaint category and a field for this purpose is not offered on the form. The administrator can change the complaint category during postediting, if required.
Individual complaint for each of a customer’s orders. The system generates radio buttons dynamically for the possible complaint categories in the complaint form for each order. Default values are assigned according to the Customizing settings; the customer can change the default value for each order.

To restrict the complaint period that can be selected, you must make a variety of settings in Customizing. Based on these settings, the system can make entries in fields for selecting the complaint period dynamically. This is possible for a selection of calendar days or for a number of publication days for the media product in question. The validity of the order can also be taken into account, so that it is only possible for a customer to register complaints for issues they actually purchased, according to the order.

These settings define how customers can register complaints on the Internet and the restrictions you require. In addition, a few control settings are required for the variants of the Internet Application Component – for example, whether complaints can be created directly or whether the data is initially stored in the temporary table. You can also define the type of a possible link to a CRM e-mail campaign.

Field List for Application

The field list contains fields for the application, for the address of the customer who has logged on, and for the complaint. You can maintain the fields for the complaint (complaint reason, complaint category and complaint period) for each individual order item or for all order items at once. Unlike the complaint fields, the user-defined text field is only available once and is always valid for all order items.

Possible Adjustments

You can modify the application in Customizing and by designing the HTML templates. You can show and hide fields as you require and change the layout of the application. Transaction JKWWW05, on which this Internet Application Component is based, provides a field list for use in designing the application.

If you require further fields, add these on the customer subscreens provided for this purpose and include them in the templates. The following customer enhancements are available in this application:

Customer Enhancement	Components	Meaning
JKWWW234	Function enhancements:EXIT_SAPLJGWWW_001EXIT_SAPLJGWWW_002Screen areas:SAPLXJKWWW 0100SAPLXJKWWW 0200	Enhancement of identification and checking of customers on the logon screen and/or on the complaint form
JKWWW052	Function enhancements:EXIT_SAPMJKWWW05_022EXIT_SAPMJKWWW05_023Screen areas:SAPLXJKWWW 7200	Enhancement of complaint form
JKWWW053	Function enhancements:EXIT_SAPMJKWWW03_024Screen areas:SAPLXJKWWW 7300	Enhancement of confirmation screen/form

The enhancement JKWWW234 is also used by the other Internet Application Components for subscription service, since identification and checking of business partners takes place (technically) in the same way in each one.

SAPDevelopment Objects

On the SAP side, data exchange with the Internet takes place using transactions and function modules. The Internet Application Component is based on an SAP transaction that is started when the service is called up by its URL. The following development objects are required for the IAC Create Complaint:

Short Name	Development Object
Development class	JSD
Transaction	JKWWW05
Module pool	SAPMJKWWW05
Function group	JGWWWJKWWWCOMPL
Function modules	ISM_SALES_COMPLAINT_CREATE

Every change made to the SAP development objects used for this Internet Application Component constitutes a modification. You should not therefore make any changes to development objects in the standard system under any circumstances.

Data Output via the Internet Transaction Server

Data output and exchange between the Internet and the SAP system takes place using the Internet Transaction Server. The system extracts the data entered from the HTML forms and transfers it to the SAP application; the field names on the HTML form must correspond to those on the relevant screen. In the other direction, the data determined in the SAP system is combined with the HTML templates and made available to the Internet in HTML format.

Service Name

The service name of this Internet Application Component is JKWWW05. The (output) forms are termed HTML templates. The standard delivery contains several sample layouts. The following forms are used for each layout:

Form	Meaning
SAPMJKWWW05_0100	Logon screen
SAPMJKWWW05_0200	Complaint form
SAPMJKWWW05_0300	Confirmation screen

The numbers in the form names correspond to the SAP screen numbers.