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Complaint and return

This business process illustrates the entire process flow from creation of a customer's
complaint in the system, to inbound delivery of a defective product, to the creation of a credit
memo for the customer.

Key process steps covered

 Create complaint
 Determine warranties and contracts
 Create credit memo and return request
 Create sales order and billing documents
 Create return request, process inbound delivery and goods receipt
 Process goods movement


 ŸReduction's of internal costs through an integrated end-to-end complaints and

returns processing
 ŸImproved complaint processing by providing access to all related documents and
 ŸIncreased customer satisfaction through integrated entitlement check and efficient
processing of the customer inquiry