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Process Overview

 

Loyalty program members can express dissatisfaction with services received or products purchased using complaints. The complaints process is integrated into loyalty management.

Complaint Scenarios

 

  • Standard Complaint: A loyalty program member complaints that an order product did not arive, the standard complaint is created as a follow up to a sales order.
  • Standard Return: A loyalty program member complaints need to return the ordered product, the return is created as a follow up to a sales order.
  • Dissatisfaction with a loyalty benefit: A loyalty program member reports dissatisfaction with a loyalty benefit. The benefit is not a real reference in the complaint but the complaint has the categorization set up accordingly.
  • Missing Transactions: A loyalty program member complaints about points not accounted in the point balance in the point account, the missing transactions complaint is created with reference to the 'earn points' or 'buy points' sales order.

Prerequisites

 

Membership Requirement

 

The following customizing defines if the membership needs to be added into the complaint header to be able to further process the same:

 

SAP Customizing Implementation Guide
Customer Relationship Management
Marketing
Loyalty Management
Channel Integration
Define Requirement of Membership ID for Complaint Types in Loyalty

 

The complaints transaction type RMTS has the membership field defined as mandatory.

 

Item Category

 

The following customizing defines which complaints item category is enabled for creating member activities.

 

SAP Customizing Implementation Guide
Customer Relationship Management
Marketing
Loyalty Management
Channel Integration
Assign Item Categories for Member Activity Creation in Complaints

 

Member Activity

 

The complaint generates a member activity from category 'earning potential' and type 'complaint resolution'.

The member activity is processed according to the rules in the loyalty program.

 

Sample Process

 

The loyalty program member complains about any previously done buy points sales order. Therefore a complaint from type 'missing transactions' get created.

 

When creating the complaint the membership needs to be added as mandatory field. This is due to the settings related to the membership requirement.

After entering the membership the complaint item can be inserted. The item is created with reference to the buy points sales order.

Using the search feature, the referenced sales order item can be selected.

This is then inserted to the complaint and gets the correct item category determined and the loyalty point type from the referenced sales order item.

After evaluating the complaint the employee can manually create the 'complaint resolution' member activity using the 'award points' button.

This generates the member activity with reference to the complaint. In the member activity the points can be provided that should be added to the members point account.

After the member activity is executed according to the rules defined in the loyalty plan the members point account is updated.

 

 

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