7. Complaints Process

Question 0

2. Module contents (4 items):

Answer 0

1. Credit memo requests
2. Returns
3. Invoice correction requests
4. Advanced returns mgmt

Question 1

1. Module objectives (7 items):

Answer 1

1. Complaint w/ reference
2. Credit memo
3. Returns
4. Invoice correction request
5. Cancel bill doc
6. Complaints using Advanced Returns Mgmt
7. Returns overview function

Question 2

3. Complaints processes (4 items):

Answer 2

1. Return
2. Credit/debit memo request
3. Credit/debit memo
4. Invoice correction request

Question 3

4. Credit/debit memos (4 items):

Answer 3

1. Credit/debit memo requests are created w/ refer to bill doc or sales order
2. You must enter an order reason
3. Credit/debit memo requests contain a billing block
4. Approval of is done by removing billing block; memos are posted and acct docs generated to settle customer acct

Question 4

5. Returns processing (5 items):

Answer 4

1. Created w/ refer to bill doc or sales order
2. Must enter an order reason
3. Requires an approval step via an auto bill block
4. Before or after credit memo is created, post goods receipt via return deliv to a returns stock instead of the unrestricted-use stock
5. Once bill block is removed, credit memo and acct docs are generated and customer acct is credited

Question 5

6. Invoice correction (5 items):

Answer 5

1. Invoice correction req always created w/ refer to incorrect bill doc
2. Customer receives doc w/ original qty/price, correct qty/price and amt cred/deb from customer acct
3. Pair of cred/debit memo items is created for each bill item
4. Changes can only be made to debit memo items
5. Item pairs that were not changed can be deleted and always in pairs

Question 6

7. Cancel bill doc (3 items):

Answer 6

1. Bill doc may need to be cancelled if pay terms or address of payer have changed
2. Separate bill doc (cancellation bill doc) and new acct doc are generated
3. All postings from incorrect bill doc are reposted with opposite symbol to cancel them

Question 7

8. Advanced returns mgmt (4 items):

Answer 7

1. All return methods can be handled including returns at counter, returns with shipment to warehouse and direct shipments from customer to vendor
2. Also provides for auto creation and tracking of all logistical and financial docs, including return deliv, goods movtos, return POs, return STOs and credit memos
3. Necessary to activate in customizing the business function OPS_ADVRETURNS_1 that comes w/ SAP ERP 6.0 Enhancement Package 4.0
4. Others: material inspection, log follow-up activities and customer refund det

Question 8

9. Returns overview (4 items):

Answer 8

1. Selection area allows to gen list of all customer returns processes
2. Header list shows customers return orders that meet your criteria
3. Item list shows all items of a selected return order
4. Detail tree shows all steps in the selected returns process with links to its docs