Complaints processing

Question 1

Complaints Processing

Answer 1

you can use certain standard document types for complaint processing. The most important of these document types are:

• Credit/Debit memo request - Used to credit/debit a certain amount to a customer.
• Returns - Used when the customer returns goods to you.

In many cases, you create the particular documents with reference to an existing process. In this way, you always ha

Question 2

Credit and Debit Memo Requests

Answer 2

When you create a credit/debit memo request, the document automatically contains a billing block. This block prevents the document from being billed immediately. Once the process has been checked by the responsible employees, the credit/debit memo request can be released by removing the billing block.

After the billing block has been removed, the corresponding billing documents can be created and the required accounting documents are generated automatically.

Question 3

Approving a Credit Memo

Answer 3

Unjustified customer complaints have to be rejected. To ensure that the relevant items are not forwarded to a billing document, a corresponding reason for rejection can be entered. The appropriate reasons for rejection (for example, Unreasonable Request) can be maintained in customizing.

Question 4

Credit Memo Request Workflow

Answer 4

The workflow within the framework of credit memo processing now guarantees that the employee responsible is automatically determined and informed when a credit memo request is created, depending on the value involved. The employee responsible can reject or release the credit memo request.

Business process specialists can define sales teams with their team members and approvers. Configuration experts can define and activate credit memo request workflows with their thresholds and agents. Sales managers can then receive notifications (My Inbox or Notifications) for credit memo requests waiting for approval. The manager can decide to approve, to reject, or to ask internal sales representatives to rework credit memo requests.

Question 5

Cancellation of Billing Documents

Answer 5

A billing document may have to be cancelled, for example, if the payment terms or address of the payer on the invoice are not correct.

In this case, a separate billing document (cancellation billing document) and a new accounting document are generated. This revises all the postings made as a result of the incorrect billing document by reposting each posting item with the opposite symbol.

Question 6

Goods Return

Answer 6

When the customer wants to send material back to your company, you can create a corresponding returns document to reproduce the process in the system. The returns document can be created with reference to a billing document or a sales order. In this way, the system receives all the required data about quantities and price agreements from the original document, thereby ensuring that the correct document is processed further.

When you create the returns document, the system asks you to maintain an order reason (for example, Damaged in Transit) for evaluation purposes. In addition, the document automatically contains a billing block to prevent a credit memo from being created directly.

When the goods arrive at your warehouse, the corresponding goods receipt has to be posted. To do so, a returns delivery has to be created first with reference to the returns document. The relevant quantity is usually posted to a separate returns stock rather than to the unrestricted-use stock.