Question about managing customer claims

[Former Member]

Greetings ! I'm looking for an advise from fellow SAP users / developers on how they would solve the problem me and my fellow colleagues are experiencing at our end !

I work for a company that uses SAP on an every day basis. One of the problems we're experiencing (that I'm in charge of finding a solution to) when it comes to SAP is claims between ourselves (product supplier) and a factory that we do business with.

The process me and my colleagues in Supply Chain, Buying and Sales teams follow is this:

a) Buying contract is created by Buyers

b) Sales contract is created by Sales admins

c) Customer order is created by Logistics data for which would be linked to a sales contract

d) Purchase order is created by Sales data for which would be linked to a buying contract

I have found that generally speaking there are human errors taking place here and there. Sometimes buying contracts do not get exhausted fast enough, so we have to extend the validity range dates or likewise the validity date range has to be extended further out as we still have contract balance remaining under the old contract. There's a lot of moving parts, so now we're in a situation where we've got lots and lots of claims coming in from our factory outlining the difference between the two buying prices.

My question is - what is the easiest, most user-friendly and automated process that SAP can facilitate for us to identify whether the claim is valid or not? Would you be able to share your experience or give us a steer in the right direction?

Thank you.

Regards,

userwithlotsofquestions92

[lenastodal]

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Lena
SAP Community Moderator

[soren_detering3]

Michael, to your question:

"we're in a situation where we've got lots and lots of claims coming in from our factory outlining the difference between the two buying prices.

What is the easiest, most user-friendly and automated process that SAP can facilitate for us to identify whether the claim is valid or not? Would you be able to share your experience or give us a steer in the right direction?

I am unclear about the type of claim you are receiving. Is this an actual Warranty Claim? It sounds like your factories (your customers) are seeing different prices out there and are claiming to get a better price?