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CUSTOMER COMPLAINTS
Created by Anonymous, last modified by Jyoti Prakash on Dec 04, 2012

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

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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

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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

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Sales Document Type RE

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.

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Process

Invoice VF01/VF02 Price 100 This the invoice which is either having
complaint either for value or quantity

Invoice Correction Request VA01 Price 100 1st Line for Credit
Created with ref to the invoice Price 90 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.

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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.
returns_order re credit_memo_request g2 l2 rk delivery_free_of_charge fd
subsequent_delivery_free_of_charge sd customer_complaints debit_memo_request
invoice_correction_request

3 Comments
Former Member
very nice one. ty

Former Member
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

Kunalesh Roy Choudhury

Nice document

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