In SAP Sales and Distribution, 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.
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 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
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.
Blocking or Rejecting 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.
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.