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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

  1. 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

  2. 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.

Process

Step

TCode

Details

1.

VA01

Create credit memo request with reference to the type of documents mention above.

2.

VF01

Create credit memo with reference to credit memo request

Document: Subsequent Delivery Free of Charge

Sales Document Type

SD

Item Category

KLN

Purpose

In customer camplaint processing, this sales
document is used, when you want sent goods
without any charges.

To create a subsequent delivery free of charge, you have to refer to an existing sales document like:

  • Sales Orders
  • Contracts
  • Contracts Release Orders.

You do not have to use create with reference to subsequent deliveries free of charge, if you enter the order type & choose enter, a dialog box will appear where you can enter the document number for the existing sales doucument with you to which you are referring. No invoice is created or necessary, as the items are free.

  1. Guest

    very nice one. ty

  2. May I know what is the difference between creating, for example, a Returns Order
    i) with reference to Sales Order
    ii) with reference to an Invoice
    iii) without reference