Using Billing Documents in Complaints Processing

When you cancel a document, you branch to an overview screen containing the original billing document as well as the cancellation billing document. Before updating, you can compare both documents to avoid any discrepancies during cancellation. During the update, the system also attempts to complete the billing document and the cancellation billing document.

You can create credit and debit memos either with reference to credit or debit memo requests (sales documents), or, if your company does not require a release procedure in the case of complaints, directly with reference to a billing document.

You can control in Customizing whether the system is to set a billing block automatically for a credit or debit memo request.

The following figure depicts a sample credit memo request with a quantity rejected:

You can release a credit memo request or return by removing the billing block.

If the complaint has not yet been justified, you can enter a reason for rejection for each item.

The value of these items will not be copied into the billing document.

Debit memo requests are processed in exactly the same way.

Credit memo requests are usually blocked for billing (credit) upon creation until the employee responsible releases this block. Within your company, and based on the value of the credit memo request, you can define the point at which the check is carried out and the employee responsible.

If the value of the credit memo request is below a certain minimum limit, the credit memo request can be released automatically by the system.

The workflow within the framework for credit memo processing now guarantees that the employee responsible is automatically determined and informed when a credit memo request is created, depending on the value involved. The employee responsible can reject, release, or process the credit memo request.

With the app Manage Credit Memo Request Workflow, you can configure the workflow to optimize the approval process for credit memo requests. The app allows you to define conditions under which it will automatically release credit memo requests as well as to define approvers for requests that need to be verified. If a workflow is activated and the configured start conditions are fulfilled, the approval process is initiated.

Business process specialists can define sales teams with their team members and approvers. Configuration experts can define and activate credit memo request workflows with their thresholds and agents. Sales manager can receive notifications (My Inbox or Notifications) for credit memo requests waiting for approval. The manager can decide to approve, reject, or ask internal sales representatives to rework credit memo requests.

Before using the Manage Credit Memo Request Workflow app, you have to activate SAP standard workflow WS00800286 for this scenario. For more information, refer to the SAP Help documentation. Furthermore, to be able to assign the required credit memo request approval functions to the responsible team members in the Manage Teams and Responsibilities app, the authorizations listed below must be assigned to the user.

The sales workflow for credit memo requests provides a safe and secure approval process for credit memo requests. It automates approval of credit memo requests under specific value thresholds. This saves time and effort by sending notifications to the correct team members and accelerates the processing of credit memo request approvals.

An example of quantity difference is shown in the following figure:

Quantity difference is when you want to process a customer complaint because of a certain amount of damaged or substandard goods.

The system corrects the quantity to be billed via the debit memo item.

If other item pairs arise from the relevant billing document and these item pairs are unchanged, you can delete them in one step, using the Delete unchanged item function.

An example of price difference is shown in the following figure:

Price difference is when you want to process a customer complaint for incorrect pricing of goods.

A correction of the pricing elements must be carried out in the debit memo.

The figure shows an overview of pro forma invoices:

Billing types for pro forma invoices are available for export transactions.

You can create pro forma invoices with reference to orders or deliveries. You do not need to post the goods issue before creating a delivery-related pro forma invoice.

You can create as many pro forma invoices as required. This is because the billing status in the reference document is not updated.

Data from pro forma invoices is not transferred to Financial Accounting.