CUSTOMER COMPLAINTS

Purpose

This wiki page will briefy discuss about customer compliant process as dealt in SAP Sales and Distribution.

Scenario

Following is the list of different scenarios which can be part of this customer complaint process:

S. No.	Description
Scenario 1.	If customer returns the goods
Scenario 2.	If customer wants refund for the amount
Scenario 3.	If customer wants replacement
Scenario 4.	The customer does not send the goods back
Scenario 5.	For damaged replacement

Following is the list of different documents which can be part of handling customer complaints:

Document 1.	Returns Order
Document 2.	Invoice Correction Request
Document 3.	Debit Memo Request & Debit Memo
Document 4.	Credit Memo Request & Credit Memo
Document 5.	Subsequent Delivery Free of Charge

Process

Scenario: If Customer Returns the Goods

Step	TCode	Details
1.	VA01	Return Order Sales Order Type: RE Item Category: REN Create Return Order with reference to Sales Order No. Give order no & click on Copy (F5) and change the order quantity say from 50 boxes to 20 boxes.
2.	VL01N	Return Delivery
3.	VL09	Goods Reversal

Scenario: If Customer Wants Refund For the Amount

Step	TCode	Details
1.	VA01	Return Order Sales Order Type: RE Item Category: REN Create Return Order with reference to Sales Order No.
2.	VL01N	Return Delivery
3.	VL09	Goods Reversal
4.	VA01	Credit Memo Request Sales Order Type: G2 Item Category: G2N Create Return Order with reference to Return Order, please remove billing block
5.	VF01	Credit memo If the customer wants refund for the amount, enter a credit memo with reference to the return.

Scenario: If Customer Wants Replacement

Step	TCode	Details
1.	VA01	Return Order Sales Order Type: RE Create return order with reference to Sales Order.
2.	VL01N	Return Delivery
3.	VL09	Goods Reversal
4.	VA01	Subsequent Delivery Free of Charge Sales Order Type: SD If the customer wants replacement product, enter a free of charge subsequent delivery with reference to the return.
5.	VL01N	Delivery
6.	LT03	Picking
7.	VL02N	Goods Issue

Scenario: If Customer Does Not Send the Goods Back

Now here there can be two sub-scenarios

If customer wants a replacement product
Then you might need to create a subsequent delivery free of charge with reference to sales order.

Step	TCode	Details
1.	VA01	Return Order Sales Order Type: RE
2.	VL01N	Return Delivery
3.	VL09	Goods Reversal
4.	VA01	Subsequent Delivery Free of Charge Sales Order Type: SD
5.	VL01N	Delivery
6.	LT03	Picking
7.	VL02N	Goods Issue

If customer wants a refund
Then you might need to create a credit memo request, with reference to the sales order or invoice.

Step	TCode	Details
1.	VA01	Return Order Sales Order Type: RE
2.	VL01N	Return Delivery
3.	VL09	Goods Reversal
4.	VA01	Credit Memo Request Sales Order Type: G2
5.	VF01	Credit memo

Scenario: For Damaged Replacement

Step	TCode	Details
1.	VA01	Subsequent Delivery Free of Charge (SD) with ref to sales order
2.	VL01N	Delivery
3.	LT03	Picking
4.	VL02N	Goods Issue

Document Types

The following are some of the widely used documents for customer complaint process.

Document: Returns Order

Sales Document Type	RE
Item Category	REN
Purpose	A returns order is a sales document that is used in customer complaints processing, when a customer sends goods back.

You can create the returns order in one of the following ways:

without any reference
with reference to an existing Order
with reference to an existing Invoice
with reference to an existing Contracts
with reference to an existing Contract Release Orders

It may be worthwhile ensuring the returns order reason was entered on the sales document. Thus, it may be necessary to add this in an incompletion procedure for returns order.
It is advisable to indicate a shipping condition that is specifically used for returns order. This is useful when running delivery due list(VL04).

Document: Invoice Correction Request

Sales Document Type	RK
Item Category - 1st Line	G2N
Item Category - 2nd Line	L2N
Purpose	A sales document used in complaints processing to correct the quantity or price of one or more items in an invoice.

Each invoice correction request that is made in reference to an invoice.

Warning
You cannot create an Invoice Correction Request
in reference to

Sales Order
or
Delivery Document

1st Line Item	Credit item	This line copy's the value and quantity from the reference invoice.
2nd Line Item	Debit item	This line represents the line for correction the quantity and / or value.

Information
When the document is created, both
lines contains the same value and
quantities.

So, if you want to use invoice correction request functionality. You might need to make necessary changes or update to value or quantities in the 2nd Line, which is a debit line.

Now, when you trying to create billing document for invoice correction request, after you have done relevant update or changes to value or quantities in 2nd line. In result, the system will generate generate a credit memo for a Postive ('+' ve} amountor changes.

Process

Invoice	VF01/VF02	Price 100	This the invoice which is either having complaint either for value or quantity
Invoice Correction Request Created with ref to the invoice	VA01	Price 100 Price 90	1st Line for Credit 2nd Line for Debit
Credit Memo	VF01	Price 10	automatic credit memo create for '+' ve difference amount. Similary is the case for quantity. It will create credit memo for the differential amount, raise for the difference in quantity.

Document: Debit Memo Request & Debit Memo

Sales Document Type	L2
Item Category	L2N
Billing Document Type	L2
Purpose	A debit memo request is a sales document used in complaints processing to request debit for a customer. You can create a debit memo request if the prices calculated for the customer were to low. Remove the Billing Block.

You can opt to set a mandatory reference for creating the credit memo request. You can debit memo request:

with reference to an existing Order
with reference to an existing Invoice

Process

Step	TCode	Details
1.	VA01	Create debit memo request with reference to invoice or order
2.	VF01	Create debit memo with reference to debit memo request

Document: Credit Memo Request & Credit Memo

Sales Document Type	G2
Item Category	G2N
Billing Document Type	G2
Purpose	A credit memo request is a sales doc used in complaints processing to request a credit for a customer. And payment is made with reference to Credit Memo

The credit process generally follows 2 business procedures

one being the scenario where the customer returns products previously purchased & requires a credit.
other when the customer is credit without reference to a return either goods are not returned or customer overcharged.

Similarly like debit memo request, you can also set a mandatory reference for credit memo request. Where it will enable you to create a credit memo request:

with reference to an existing Order
with reference to an existing Invoice
with reference to an existing Contracts
with reference to an existing Contract Release Orders

You may not wish to credit for every thing, such as the entire freight charge from one invoice. You can instead have a new pricing procedure in the credit memo request that is similar to the standard pricing procedure you use, but not have the freight condition type. Thus the standard values for pricing are copied over, excluding freight.