Complaint Processing -

[former_member268711]

Hi,

My scenario related to complaint processing is as follows:

Order is delivered and invoiced to customer.  Customer found that delivered item is not
working and return the item to be replaced with another.

Company receives the return item and send the replacement to customer without any charge.

1. Sales Order > Delivery > Invoice
2. Return > Delivery * no credit memo
3. Free of Charge Subsequent Delivery Order > Delivery

The issue I am facing is how to perform PGI on return delivery and not to issue credit memo.  Client wants to receive the defective item and send the new item to customer as replacement.

Please advise on how to handle the above scenario using SAP Best practice

Thanks,

Abdul

[former_member182378 · Accepted solution]

Abdul,

Return > Delivery * no credit memo

I feel that the simplest way would be to make field "Billing relevance" = Blank, in your return item category, in VOV7.

Side comment: Important, when you change settings in Copy control, document types, item categories; it is for all the transaction data sharing those configuration elements.

(In other words, the above would affect all the orders / billing document, created for the return process; with this item category).

[former_member268711]

Hi All,

Thank you for all the valuable input.  The complaint process explained above looks
like a standard process but there is no standard solution to it in SAP.  I wanted to share the same with experts to explore any std. solution in SAP.

I will follow TW’s recommendation as a workaround solution. 

Thank you again,

Abdul

[Lakshmipathi]

how to perform PGI on return delivery and not to issue credit memo

Maintain copy control from RE to LR in VTLA and dont maintain copy control from LR to G2 in VTFL or RE to G2 in VTFA.  But ideally, I recommend to convince your client to issue credit note

G. Lakshmipathi

[moazzam_ali]

Dear

The process you have explained is ok but you are missing one thing. How you treat your defective material which customer returns you. You perform a quality check and decalir it as B category or reject this and scrap this? Please add this in your process then I will tell you exactly how to control this. It can be controlled through many ways but we should go for best one which covers every aspect of process.

Thank$

[Former Member]

Hi Abdul Mehkari

Please address:

1. What kind of document your customer send with the return material so you take the return.
2. When you send a new material to the customer what document you send along with that.

As suggested by Mr. Sri Krishna you can go with free of charge subsequent deliveries

Sales Document type:SD

Document Category : I

Item Category : KNL

Schedule Line : CP.

Maintain copy control for your return order (RE) and subsequent order(SD). and please check the copy control settings deeply because there is rejection setting which stop copying item to SD.

Thank$

A M

[former_member182378]

A M,

Please address:
What kind of document your customer send with the return material so you take the return.
When you send a new material to the customer what document you send along with that.

I find your above questions interesting but I am not sure if these documents (if I may say outputs) impact the process or the configuration steps (w.r.t. the document flow / creation of documents).

Could you please elaborate?

[former_member184080]

Hi Abdul,

Check below SAP help links:

http://help.sap.com/saphelp_470/helpdata/en/dd/55fe69545a11d1a7020000e829fd11/content.htm

help.sap.com/saap/sap_bp/.../110_ERP605_Process_Overview_EN_XX.ppt

help.sap.com/bp_bl604/BBLibrary/.../110_BB_ConfigGuide_EN_BR.doc

Regards, Sai Krishna.