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.
An Invoice Correction Request with Credit Memo can be created with reference to a billing document or a sales order. In this way, the system can calculate the correct amount from the amount in the preceding document and the entered correct amount. 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 credit 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 credit 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 credited to the customer account.
Unjustified customer complaints must 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, BKL – Process Diagram, is the process diagram for scope item BKL, Invoice Correction Process with Credit Memo.
The main steps in the process are as follows:
The Create Credit Memo Request step indicates the intention of the supplier to pass a credit for an amount difference and initiates the process.
The Treat Credit Memo Request step allows the manager to approve or reject the request.
The Remove Billing Block step initiates the process steps to pass a credit.
The Create Credit Memo step sends the credit memo to the customer.
The figure, Business Benefits, shows the main benefits of the business process.
Principal Roles and SAP Fiori Apps used in the Invoice Correction Process with Credit Memo
|Process Step||Role Name||Fiori App Name|
|Create Credit Memo Request||Internal Sales Representative||Manage Credit Memo Requests|
|Treat Credit Memo Request||Sales Manager||My Inbox|
|Remove Billing Block||Sales Manager||My Inbox|
|Create Credit Memo||Billing Clerk||Create Billing Documents|
The table, Principal Roles and SAP Fiori Apps used in the Invoice Correction Process with Credit Memo, lists the roles and apps that are used in the process steps.