During the many steps involved in the sales and distribution processes, things can go wrong. For example, the delivered material may be damaged during transportation, or you may have incorrect prices on your invoice.
To handle such issues, you can use certain standard document types for complaint processing. The most important of these document types are:
Credit/Debit memo requests
Used to credit or debit a certain amount to a customer.
Used when the customer returns goods to you.
In many cases, you create the particular documents with reference to an existing process. In this way, you always have a complete document flow of the process, including all the relevant complaint documents. A large part of the relevant information can also be copied from the reference document, which can accelerate complaints processing.
The figure, Complaints Processing, shows the different options for referencing existing documents.
Debit Memo Processing
Debit memo requests can be created with reference to a billing document or a sales order. In this way, the system can determine the correct amount from the preceding document. When the documents are created, the system also asks you to enter an order reason for evaluation purposes. The list of available order reasons (for example, damaged during transit, or price deviation) can be maintained in Customizing.
When you create a debit memo request, the document automatically contains a billing block. This block prevents the document from being billed immediately. Once the process has been checked by the responsible employees, the debit memo request can be released by removing the billing block.
When the billing block is removed, the corresponding billing documents can be created and the required accounting documents are generated automatically. In this way, the correct amounts are debited from the customer account.
Unjustified customer complaints have to be rejected. To ensure that the relevant items are not forwarded to a billing document, a corresponding reason for rejection can be entered. The appropriate reasons for rejection (for example, unreasonable request) can be maintained in Customizing.
Rejected items are not copied to billing documents, although they are still available for evaluation purposes.
The figure, 1F1 – Process Diagram, is the process diagram for the scope item 1F1, Debit Memo Processing.
The following are the main steps in the process:
The Create Debit Memo Request step indicates the intention of the supplier to recover a debit and initiates the process.
The Remove Billing Block step initiates the permission to recover a debit.
The Create Debit Memo step sends the debit memo to the customer.
The figure, Business Benefits, shows the main benefits of the Debit Memo Processing business process.
Principal roles and SAP Fiori apps used in Debit Memo Processing
|Process Step||Role Name||Fiori App Name|
|Create Debit Memo Request||Internal Sales Representative||Manage Debit Memo Requests|
|Remove Billing Block||Internal Sales Representative||Sales Order Fulfillment - Resolve Billing Block|
|Create Debit Memo||Billing Clerk||Create Billing Documents - Billing Due List Items|
The table, Principal roles and SAP Fiori apps used in Debit Memo Processing, shows the roles and apps used in the process steps.