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Complaints & Returns

This document discusses various methods for processing customer complaints in a sales and distribution system. It covers free of charge subsequent deliveries to address wrong quantities, returns when goods are sent back, and credit and debit memo requests to issue credits or debits. The system allows for blocking or rejecting of complaints to perform checks before processing. Standard order types for these complaint documents include SDF, RE, CR, and DR.

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233 views10 pages

Complaints & Returns

This document discusses various methods for processing customer complaints in a sales and distribution system. It covers free of charge subsequent deliveries to address wrong quantities, returns when goods are sent back, and credit and debit memo requests to issue credits or debits. The system allows for blocking or rejecting of complaints to perform checks before processing. Standard order types for these complaint documents include SDF, RE, CR, and DR.

Uploaded by

mshabnam
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Complaints & Returns

Sales & Distribution

Company
LOGO
Topics

1. Introduction

2. FOC Subsequent Delivery

3. Returns

4. Credit Memo Request

5. Debit Memo Request

6. Blocking / Rejecting Complaints


Introduction

 Customer complaints are a part of any sales cycle in


business. Complaint processing and resolution thus
need to be covered in system and in long term lead to
customer delight.

 In Sales & Distribution there are various methods


provided for processing Customer complaints depending
on the scenario.

 Analysis for complaints is also provided in system as


standard feature.
FOC Subsequent Delivery

 Free of Charge Subsequent Delivery


If a Customer complains of receipt of wrong quantity,
additional quantity can be sent free of charge via this
sales order.
Although it is called FOC Subsequent delivery it is a
sales order which is created with reference to original
sales order and involves further delivery creation.

In Standard system ‘SDF’ is


order type for Subsequent
delivery free of charge.
Returns

 Returns are a normal part of sales in any business. A


return in system is a sales document used in complaint
processing when customer sends the goods back due to
various reasons.
 If customer sends goods back which had been sold a
return is created in system along with reason for the
material.
 Goods are taken back in stock and a credit memo is
issued to customer for the amount billed after verification
of complaint and goods is carried out.
 Return is another type of Sales document and is
processed similar to sales documents.
Returns

 Following graphic shows typical document flow for


return.

Standard System
has ‘RE’ as return
order type.
Credit Memo Request
 Credit Memo request is a sales document used in
complaints processing to request credit for a customer.

 If for example the price calculated for a customer was too


high due to some reason, a credit memo request can be
created.

 Credit memo request is like another sales document like


standard order which is used to create the credit memo
when the amount is actually credited to customer.

 CR is order type for Credit memo requests in standard


system.
Debit Memo Request
 Debit Memo Request is a sales document used in
complaints processing to request debit for a customer.

 If for example the price calculated for a customer was


too low due to some reason, a debit memo request can
be created.

 Debit memo request is like another sales document like


standard order which is used to create the debit memo
when the amount is actually debited to customer.

 DR is order type for Credit memo requests in standard


system.
Credit / Debit Req. Process

 Following graphic displays process for creating a credit


memo or debit memo request.
Blocking / Rejecting
Complaints
 Blocking Complaints
In system via customizing it can be set to have default
delivery or billing blocks for such order types used for
complaint processing.
This control feature allows checks to be carried out on
complaints before processing.

 Rejecting Complaints
Various reasons of rejection are available which can be
used to reject complaints at Item level in sales order.
These can be communicated to customer via outputs.

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