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.