SAP CRM 7.

0
September 2010
English
Complaints and Returns
Management (C38)
SAP AG
Dietmar-Hopp-Allee 1
!1!0 "all#or$
German%
&'siness Pro(ess Do('mentation
SAP Best Practices Complaints an# Ret'rns Management )C*+, - &PD
Copyright
- 2010 SAP AG. All rights reser.e#.
/o part o$ this p'bli(ation ma% be repro#'(e# or transmitte# in an% $orm or $or an% p'rpose 0itho't the
e1press permission o$ SAP AG. 2he in$ormation (ontaine# herein ma% be (hange# 0itho't prior noti(e.
Some so$t0are pro#'(ts mar3ete# b% SAP AG an# its #istrib'tors (ontain proprietar% so$t0are (omponents
o$ other so$t0are .en#ors.
Mi(roso$t4 "in#o0s4 E1(el4 5'tloo34

an# Po0erPoint

are registere# tra#emar3s o$ Mi(roso$t Corporation.
6&M4 D&24 D&2 7ni.ersal Database4 S%stem i4 S%stem i84 S%stem p4 S%stem p84 S%stem 14 S%stem 94
S%stem 9104 S%stem 9!4 9104 9!4 iSeries4 pSeries4 1Series4 9Series4 eSer.er4 9:;M4 9:5S4 i8:5S4 S:*!04
5S:*!04 5S:<004 AS:<004 S:*!0 Parallel Enterprise Ser.er4 Po0er;M4 Po0er Ar(hite(t're4 P5"ER=4
P5"ER4 P5"ER8=4 P5"ER84 P5"ER4 5penPo0er4 Po0erPC4 &at(hPipes4 &la#eCenter4 S%stem
Storage4 GP>S4 HACMP4 RE2A6/4 D&2 Conne(t4 RAC>4 Re#boo3s4 5S:24 Parallel S%sple14 M;S:ESA4
A6?4 6ntelligent Miner4 "ebSphere4 /et$init%4 2i.oli an# 6n$ormi1 are tra#emar3s or registere# tra#emar3s o$
6&M Corporation.
@in'1 is the registere# tra#emar3 o$ @in's 2or.al#s in the 7.S. an# other (o'ntries.
A#obe4 the A#obe logo4 A(robat4 PostS(ript4 an# Rea#er are either tra#emar3s or registere# tra#emar3s o$
A#obe S%stems 6n(orporate# in the 7nite# States an#:or other (o'ntries.
5ra(le is a registere# tra#emar3 o$ 5ra(le Corporation.
7/6?4 ?:5pen4 5S>:14 an# Moti$ are registere# tra#emar3s o$ the 5pen Gro'p.
Citri14 6CA4 Program /eighborhoo#4 Meta>rame4 "in>rame4 ;i#eo>rame4 an# M'lti"in

are tra#emar3s or
registere# tra#emar3s o$ Citri1 S%stems4 6n(.
H2M@4 ?M@4 ?H2M@ an# "*C are tra#emar3s or registere# tra#emar3s o$ "*C
A
4 "orl# "i#e "eb
Consorti'm4 Massa(h'setts 6nstit'te o$ 2e(hnolog%.
Ba.a is a registere# tra#emar3 o$ S'n Mi(ros%stems4 6n(.
Ba.aS(ript is a registere# tra#emar3 o$ S'n Mi(ros%stems4 6n(.4 'se# 'n#er li(ense $or te(hnolog% in.ente#
an# implemente# b% /ets(ape.
SAP4 R:*4 SAP /et"ea.er4 D'et4 PartnerE#ge4 &%Design4 Clear Enterprise4 SAP &'siness5bCe(ts
E1plorer4 an# other SAP pro#'(ts an# ser.i(es mentione# herein as 0ell as their respe(ti.e logos are
tra#emar3s or registere# tra#emar3s o$ SAP AG in German% an# other (o'ntries.
&'siness 5bCe(ts an# the &'siness 5bCe(ts logo4 &'siness5bCe(ts4 Cr%stal Reports4 Cr%stal De(isions4
"eb 6ntelligen(e4 ?(elsi's4 an# other &'siness 5bCe(ts pro#'(ts an# ser.i(es mentione# herein as 0ell as
their respe(ti.e logos are tra#emar3s or registere# tra#emar3s o$ SAP >ran(e in the 7nite# States an# in
other (o'ntries.
All other pro#'(t an# ser.i(e names mentione# are the tra#emar3s o$ their respe(ti.e (ompanies. Data
(ontaine# in this #o('ment ser.es in$ormational p'rposes onl%. /ational pro#'(t spe(i$i(ations ma% .ar%.
2hese materials are s'bCe(t to (hange 0itho't noti(e. 2hese materials are pro.i#e# b% SAP AG an# its
a$$iliate# (ompanies )DSAP Gro'pD, $or in$ormational p'rposes onl%4 0itho't representation or 0arrant% o$
an% 3in#4 an# SAP Gro'p shall not be liable $or errors or omissions 0ith respe(t to the materials. 2he onl%
0arranties $or SAP Gro'p pro#'(ts an# ser.i(es are those that are set $orth in the e1press 0arrant%
statements a((ompan%ing s'(h pro#'(ts an# ser.i(es4 i$ an%. /othing herein sho'l# be (onstr'e# as
(onstit'ting an a##itional 0arrant%.
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SAP Best Practices Complaints an# Ret'rns Management )C*+, - &PD
Icons
Icon Meaning
Ca'tion
E1ample
/ote
Re(ommen#ation
S%nta1
Typographic Conventions
Type Style Description
Example text "or#s or (hara(ters that appear on the s(reen. 2hese in(l'#e $iel#
names4 s(reen titles4 p'shb'ttons as 0ell as men' names4 paths an#
options.
Cross-re$eren(es to other #o('mentation.
Example text
Emphasi9e# 0or#s or phrases in bo#% te1t4 titles o$ graphi(s an# tables.
E?AMP@E 2E?2 /ames o$ elements in the s%stem. 2hese in(l'#e report names4
program names4 transa(tion (o#es4 table names4 an# in#i.i#'al 3e%
0or#s o$ a programming lang'age4 0hen s'rro'n#e# b% bo#% te1t4 $or
e1ample4 SE@EC2 an# 6/C@7DE.
Example text
S(reen o'tp't. 2his in(l'#es $ile an# #ire(tor% names an# their paths4
messages4 so'r(e (o#e4 names o$ .ariables an# parameters as 0ell as
names o$ installation4 'pgra#e an# #atabase tools.
EXAMPLE TEXT
Ee%s on the 3e%boar#4 $or e1ample4 $'n(tion 3e%s )s'(h as F2, or the
ENTER 3e%.
Example text
E1a(t 'ser entr%. 2hese are 0or#s or (hara(ters that %o' enter in the
s%stem e1a(tl% as the% appear in the #o('mentation.
<Example text>
;ariable 'ser entr%. Pointe# bra(3ets in#i(ate that %o' repla(e these
0or#s an# (hara(ters 0ith appropriate entries.
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Contents
1 P'rpose...................................................................................................................................... 8
2 PrereF'isites............................................................................................................................... 8
2.1 Master Data an# 5rgani9ational Data................................................................................ 8
2.2 Pre(e#ing Pro(ess.............................................................................................................
2.* Roles..................................................................................................................................
2.< Preliminar% Steps...............................................................................................................
2.<.1 @og on to CRM "ebClient 76.........................................................................................
* Pro(ess 5.er.ie0 2able............................................................................................................. +
< Pro(ess Steps............................................................................................................................. !
<.1 Create Complaint .............................................................................................................. !
<.2 Create Cre#it Memo......................................................................................................... 10
<.* Create Ret'rn ReF'est.................................................................................................... 10
<.< Complete Complaint......................................................................................................... 11
<.8 Create &illing Do('ment )ERP,........................................................................................ 11
<. Che(3 Ret'rn ReF'est )ERP,.......................................................................................... 12
<.7 Pro(ess Deli.er% )ERP,.................................................................................................... 12
<.+ Pro(ess Goo#s Re(eipt )ERP,......................................................................................... 1<
<.! Pro(ess Goo#s Mo.ement )ERP,.................................................................................... 18
<.10 &6 Reporting................................................................................................................... 1
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SAP Best Practices Complaints an# Ret'rns Management )C*+, - &PD
Complaints and Returns Management
1 urpose
2he p'rpose o$ this #o('ment is to #es(ribe ho0 a ('stomer (omplaint is pro(esse# 0ithin %o'r
sales an# ser.i(e organi9ations. A (omplaint is an e1pression o$ #issatis$a(tion that a ('stomer
ma3es in relation to a ser.i(e or pro#'(t.
2his #o('ment s'mmari9es se.eral a(ti.ities in a logi(al seF'en(e. Generall%4 the (ompletion o$
one a(ti.it% is the prereF'isite $or the ne1t a(ti.it%. Depen#ing on the (on$ig'ration (arrie# o't in
%o'r proCe(t4 some titles o$ tab pages an# s(reen elements might appear #i$$erentl% to the
#es(ription in this #o('ment.
! rere"uisites
!#1 Master Data and $rgani%ational Data
&se
Essential master an# organi9ational #ata 0ere both (reate# in an#:or repli(ate# to %o'r CRM
s%stem #'ring the implementation phase4 s'(h as the #ata that re$le(ts the organi9ational
str'(t're o$ %o'r (ompan% an# master #ata that s'its its operational $o('s4 $or e1ample4 master
#ata $or materials an# ('stomers.
7se %o'r o0n master #ata )or the $ollo0ing &aseline Pa(3age s(enario #ata liste# belo0 i$ %o'
ha.e installe# an SAP &est Pra(ti(es &aseline Pa(3age, to go thro'gh the b'siness pro(ess
pro(e#'reG
Master ' org#
data
(alue Master ' org#
data details
Comments
Sol#-2o Part% 100000 C'stomer
Domesti( 00
Conta(t Person Moni3a Hiegler
6nstalle# &ase I&PJ6&01 &est Pra(ti(es
6&ase 01
E1ternal 6D
Component K/o o$ installe#
base (omponent $or
KPro#'(tLL
PC Stan#ar# E1ternal 6D
Pro#'(t H11 2ra#ing Goo#... PC Stan#ar#
Contra(t Kn'mber o$ ne0l%
(reate# ser.i(e
(ontra(tL
Contra(t assigne# to
KComponentL )$or (ontra(t
(reationG see the Con$ig'ration
G'i#e o$ b'il#ing blo(3 C26 -
CRM Service,.
"arrant% &PJ"2I &P "arrant%
2ime Depen#ent
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!#! receding rocess
&se
2he s(enario #es(ribe# in this &'siness Pro(ess Do('mentation is part o$ a bigger (hain o$
integrate# s(enarios. So4 %o' ha.e the option o$ $irst (ompleting the $ollo0ing b'siness
pro(esses an# (on#itions be$ore %o' start an% a(ti.ities in this s(enarioG
)usiness condition Scenario
A n'mber o$ (omplaints that might ha.e been
(reate# b% a ('stomer 'sing the 6nternet
C'stomer Sel$ Ser.i(e )6CSS, (an no0 be $'rther
pro(esse#.
2his s(enario 0o'l# then start 0ith pro(ess step
Complete Complaint.
E-Service: Complaints and Returns
Management (C76)
!#3 Roles
&se
2he $ollo0ing roles m'st ha.e been (reate# in or#er to test this s(enario 'sing the SAP CRM
"ebClient 76. 2he roles in this &'siness Pro(ess Do('mentation nee# to be assigne# to the
s%stem 'ser)s, testing this s(enario.
)1, @og on to the CRM "ebClient 76 0ith the $ollo0ing 'sersG
System &ser )usiness Role )us# Role ID *mployee ass+ord
SER;JEMP@ &P Ser.i(e Emplo%ee &PJSR;JEMP@ &arbara @ee 0el(ome
SER;JMA/ &P Ser.i(e Manager &PJSR;JMA/ R%an Re.al 0el(ome
6$ the pass0or# is in.ali#4 tr% the pass0or# initial.
)2, @og on to the *R s%stem 0ith the $ollo0ing 'serG
System &ser *mployee ass+ord
SER;JEMP@ &arbara @ee 0el(ome
)*, @og on to the ), s%stem 0ith an% .ali# 'ser.
!#- reliminary Steps
!#-#1 .og on to CRM ,e/Client &I
&se
2he p'rpose o$ this a(ti.it% is to #es(ribe ho0 the ser.i(e emplo%ee gets $irst-time a((ess to the
SAP CRM "ebClient 76. 2here are t0o optionsG A((ess $rom SAPG76 or .ia 7R@.
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rere"uisites
2he appropriate SAP CRM "ebClient role $or the ser.i(e emplo%ee has been assigne# to the
ser.i(e emplo%ee 'ser )SERVEM!", in the CRM s%stem.
rocedure
1. Close all open bro0ser 0in#o0s.
2. A((ess the SAP CRM "ebClient 76G
$ption 10 1ccess 2rom S1 3&I via Transaction0
1. 6n the inp't $iel# $or transa(tions4 enter transa(tion CRM_UI an# press Enter.
$ption !0 1ccess 2rom S1 3&I via )S 1pplication0
1. @og on to the CRM s%stem 0ith the 'ser $or the &P Ser.i(e Emplo%ee.
2. >rom the SAP men'4 (hoose #avorites. >rom the (onte1t men'4 (hoose $dd %t&er %'(ects.
*. Sele(t 7R@ t%pe )S! $pplication.
<. Enter the $ollo0ing #ataG
4ield name &ser action and values
&SP Appli(at. CRMJ76JS2AR2
Des(ription CRM "ebClient 76
Start Page #e$a'lt.htm
8. Choose Continue:
. Choose CRM *e'Client +, $rom the >a.orites.
7. 6n the #ialog bo1 S$! *e' $pplication ServerM enter the $ollo0ing #ata an# (hoose %-G
4ield name &ser action and values
7ser name SER;JEMP@
Pass0or# 0el(ome
$ption 30 1ccess via &R.0
2he CRM "ebClient 76 (an also be a((esse# 'sing a 7ni$orm Reso'r(e @o(ator )7R@,. 2he
CRM "ebClient 76 7R@ has the $ollo0ing str'(t're )#e$a'lt (on$ig'ration,G
httpG::KHost /ameL.KDomain /ameL.KE1tensionLGKPort /'mberL:sap:(rmJlogonNsap-
(lientOK(lient n'mberL
>or e1ampleG http0''u5cirs%#+d2#sap#corp0677!8'sap'crm8logon9sap:client;177
Host /ame4 Domain /ame an# E1tension (an be #eri.e# $rom the message ser.er o$ the
'n#erl%ing CRM s%stem.
2he port (an be #etermine# as $ollo0sG
1. Call transa(tion SM6CM.
2. Choose .oto Services.
*. >rom the $ctive Services list4 (hoose the port $or the H22P ser.i(e.
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Result
Io' ha.e entere# the SAP CRM "ebClient 'ser inter$a(e as &P Ser.i(e Emplo%ee 0ith 'ser
SERVEM!".
3 rocess $vervie+ Ta/le
rocess step )usiness condition )usiness role *5pected results
Create Complaint Ser.i(e Emplo%ee Complaint
Create Credit Memo Complaint Ser.i(e Emplo%ee Cre#it Memo 6tem
Create Return Re"uest Complaint Ser.i(e Emplo%ee Ret'rn ReF'est 6tem
Complete Complaint Complaint Ser.i(e Emplo%ee Release# Complaint
6tems
Create )illing Document
(*R)
Release# Complaint Ser.i(e Emplo%ee &illing Do('ment
Chec< Return Re"uest
(*R)
Ret'rn ReF'est in ERP Ser.i(e Emplo%ee
rocess Delivery (*R) Ret'rn ReF'est in ERP Ser.i(e Emplo%ee 6nbo'n# Deli.er%
rocess 3oods Receipt
(*R)
6nbo'n# Deli.er% Ser.i(e Emplo%ee Goo#s 6ss'e
rocess 3oods
Movement (*R)
Goo#s 6ss'e Ser.i(e Emplo%ee Material Mo.ement
)I Reporting Complaints Ser.i(e Manager Ser.i(e P'alit%
Anal%sis
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- rocess Steps
-#1 Create Complaint
&se
Io' (an #ispla% the 0hole (omplaints pro(ess 0ithin %o'r (ompan%4 $rom the re(eipt o$ a
(omplaint4 the te(hni(al anal%sis4 as 0ell as ongoing tas3s an# a(ti.ities4 right 'p to the
preparation o$ statisti(al anal%sis.
rere"uisites
All ne(essar% (on$ig'ration steps ha.e been (arrie# o't.
A KContra(tL has been (reate# an# both a (orrespon#ing 6nstalle# &ase KComponentL $or a
KPro#'(tL an# at least one ser.i(e pro#'(t ha.e been assigne# )$or (ontra(t (reationG see the
Con$ig'ration G'i#e o$ b'il#ing blo(3 C26 - CRM Service,.
Ma3e s're that in the ERP ba(3-en# (lient the #es(riptions o$ all obCe(ts4 0hi(h are rele.ant $or
(op%ing the (omplaint #o('ment into ERP )$or e1ample4 transa(tion t%pes4 item (ategories4
#i.isions et(.,4 ha.e been maintaine# $or the lang'age 'se#.
Io' are logge# on to the CRM "ebClient 76 0ith 'ser serv_empl an# pass0or# /elcome.
rocedure
1. A((ess the transa(tion (hoosing one o$ the $ollo0ing na.igation optionsG
S1 CRM ,e/Client menu Complaints 0 Returns Create: Complaint
2. 6n the appearing 0eb #ialog bo1 sele(t transa(tion t%pe )! Complaint i$ ne(essar%.
*. 6n assignment blo(3 Complaint 1etails enter $ollo0ing #ataG
4ield name &ser action and values Comment
.eneral 1ata
Des(ription Pro#'(t #e$e(ti.e An% or#er #es(ription
Sol#-2o Part% KSol#-2o Part%L 6n the appearing 0eb page
#ialog sele(t Ser.i(e
5rgani9ation )! Service )ac2
%33ice i$ ne(essar%.
Conta(t KConta(t PersonL 6$ not pre$ille#
Emplo%ee Responsible 10210 &arbara @ee
<. Press Enter.
Io' (an 'se b'tton !ersonali4ation $rom the appli(ation toolbar in or#er to a#apt the
s(reen. 6n the !ersonali4ation 0eb page #ialog4 %o' (an sele(t an# #esele(t all
a.ailable assignment blo(3s that are a.ailable $or %o'r o.er.ie0 s(reen )$or e1ample4
%rgani4ational 1ata,.
Io' (an also #ire(tl% maintain all ne(essar% organi9ational 'nits $or Sales an# Ser.i(e
in assignment blo(3 %rgani4ational 1ata.
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8. 6n assignment blo(3 ,tems4 enter the $ollo0ing #ataG
4ield name &ser action and values Comment
Pro#'(t 6D KPro#'(tL
P'antit% 1
. Press Enter.
7. 5n the ne0 item entr% (hoose a(tion Edit.
+. Che(3 the entr% $or the K"arrant%L being #etermine#.
Result
2he (omplaint is no0 prepare# to (reate both a (re#it memo an# a ret'rn reF'est.
-#! Create Credit Memo
&se
Io' (an (reate a (re#it memo reF'est i$ ('stomers are (harge# too m'(h4 a #e$e(ti.e pro#'(t
has been #eli.ere#4 or a (omplaint is ma#e abo't a ba# ser.i(e per$orme#.
&% (reating a (re#it memo4 the s%stem repli(ates the billing-rele.ant item o$ the (omplaint to the
billing #'e list o$ the ERP ba(3en# s%stem.
rocedure
1. 6n assignment blo(3 Complaint ,tem 1etails (hoose Credit Memo $rom the appli(ation
toolbar.
Result
A (re#it memo reF'est has been (reate# as a ne0 (omplaint item.
-#3 Create Return Re"uest
&se
Io' (an (reate a ret'rn reF'est i$ the ('stomer 0ants to ret'rn a #e$e(ti.e pro#'(t.
6n the ERP ba(3en# s%stem a ret'rn #eli.er% 0ill be (reate# $or the ret'rn reF'est item (reate#
in the CRM s%stem.
rocedure
1. 6n assignment blo(3 Complaint ,tem 1etails (hoose Returns $rom the appli(ation toolbar.
2. Choose )ac2.
Result
5n the (omplaint hea#er le.el in assignment blo(3 ,tems5 %o' (an see that t0o ne0 items ha.e
been a##e#.
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/ote that the t0o (reate# items 0ill be han#le# #i$$erentl% in the ERP s%stem . 2he ret'rn
item 0ill be pro(esse# in the ret'rns #eli.er%4 0hereas onl% the (re#it item 0ill be
pro(esse# in the billing #o('ment )(re#it memo,.
-#- Complete Complaint
rocedure
1. 6n assignment blo(3 ,tems5 s0it(h the stat's o$ the (omplaint item to Released.
2he stat's o$ the other items s0it(hes to Released a'tomati(all%.
2. Choose Save an# ta3e a note o$ the (omplaint #o('mentQs n'mberG
JJJJJJJJJJJJJJJJJJJJJJJJJJJ
*. Io' (an no0 log o$$ the CRM "ebClient 76 as ser.i(e emplo%ee.
Result
Io' ha.e (reate# a (omplaint #o('ment. Che(3 that the #o('ment is $ree o$ errors in or#er to
pro(ee# 0ith the ne1t steps.
-#6 Create )illing Document (*R)
&se
"ith this step an in.oi(e #o('ment is (reate# in SAP ERP base# on the ne0 (omplaintQs (re#it
memo item.
rocedure
1. @og on to the ERP ba(3en# s%stem 0ith s%stem 'ser serv_empl ()ar'ara "ee) an#
pass0or# /elcome.
2. 2o prepare the in.oi(e4 a((ess the billing #'e list (hoosing one o$ the $ollo0ing na.igation
optionsG
Transaction code
VF04
S1 *R menu "ogistics Sales and 1istri'ution )illing )illing
1ocument !rocess )illing 1ue "ist
*. %n ta' Selection in screen area 1ocuments to 'e selected select c&ec2'ox %rder-related6
<. Choose 1ispla7 'illing list (#8).
8. Highlight the entr% o$ the ne0 (omplaint #o('ment an# (hoose Collective 'illing doc69online.
. 2he s(reen s0it(hes to Credit Memo (.2) Create: %vervie/ o3 )illing ,tems )0ith temporar%
#o('ment n'mber :;;;;;;;;<).
7. Che(3 the billing items.
Do'ble-(li(3 the item to (hange .al'es a$ter0ar#s.
+. Choose Save.
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!. 2he #o('ment stat's s0it(hes to 1ocument Success3ull7 !rocessed6
/ote #o0n the #o('ment n'mber #ispla%e# as a s%stem message in the stat's bar $or $'rther
re$eren(eG
JJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJJ
/ote that the ret'rns item 0ith item (ategor% RE/ is not pro(esse# in the (re#it
memo.
-#= Chec< Return Re"uest (*R)
&se
A$ter the (omplaint items ha.e been trans$erre# to the ERP s%stem4 or#er pro(essing is $inishe#
there. Io' (an .ie0 the #o('ment4 (he(3 the #o('ment $lo04 an# (reate $ollo0-'p #o('ments
)$or e1ample4 #eli.er%4 billing #o('ment,.
rere"uisites
Io' ha.e (reate# a ret'rn reF'est be$ore )the ('stomer 0ants to ret'rn the sol# an# #eli.ere#
pro#'(t, b% generating the a(tion Returns 0ithin the (omplaint #o('ment.
2he #o('ment has been sa.e# 0itho't errors in or#er to be trans$erre# to the (orrespon#ing
ERP s%stem. /o #istrib'tion lo(3 has been set $or the #o('ment.
2he s%stem sho'l# ha.e (reate# a ret'rn reF'est $or the sales item 0ith the same n'mber as the
(omplaint in CRM.
Io' are logge# on to the (orrespon#ing ERP s%stem 0ith 'ser serv_empl an# pass0or#
/elcome6
rocedure
1. A((ess the transa(tion (hoosing one o$ the $ollo0ing na.igation optionsG
Transaction code (173
S1 *R S13&I menu "ogistics Sales and 1istri'ution Sales %rder
1ispla7
2. Enter the or#er n'mber )same n'mber as the (omplaint (reate# in the CRM s%stem, an#
press Enter.
*. 2he s%stem has (reate# a ret'rn reF'est $or the sales item )item (ategor% RE/,.
-#> rocess Delivery (*R)
&se
"ithin the (omplaint pro(ess it is possible to (reate ret'rn #eli.eries $or a pro#'(t that ha.e been
(omplaine# abo't b% the ('stomer.
5nl% ret'rn reF'ests an# s'bstit'te #eli.er% items )RE/ an# 2A// respe(ti.el%, are
repli(ate# to the ERP s%stem.
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SAP Best Practices Complaints an# Ret'rns Management )C*+, - &PD
5nl% one (omplaint:ret'rn #o('ment is repli(ate# to the ERP s%stem e.en i$ the
(omplaint:ret'rn (ontains #i$$erent items. 2his is be(a'se the ERP #o('ment is 'se#
primaril% to trigger s'bseF'ent logisti(s pro(esses
2he ERP s%stem trans$ers some logisti(al in$ormation ba(3 to the CRM Ser.er so that %o'
(an #ispla% the $ollo0ing $or a (omplaint:ret'rnG
Stat's in$ormation )ret'rn:s'bstit'te #eli.er% is shippe#:partiall% shippe#,
Do('ment $lo0 )shipping4 goo#s iss'e:re(eipt,
P'antit% #eli.ere#
Io' (an onl% ma3e (hanges to ret'rn items:s'bstit'te #eli.eries in the s%stem in 0hi(h the%
0ere (reate#
6n the CRM s%stem %o' (an (hange #o('ments $or 0hi(h #ata has alrea#% been trans$erre#.
Io'r (hanges are then trans$erre# a'tomati(all% to the ERP s%stem
Create a ret'rn #eli.er% as a $ollo0-'p #o('ment o$ the ret'rn reF'est.
rere"uisites
A (omplete an# error $ree sales #o('ment 0ith sales item )ret'rn, m'st be a.ailable be$ore a
#eli.er% #o('ment (an be (reate#.
rocedure
1. Create a Return 1eliver7 as $ollo0-'p a(ti.it% $rom the sales #o('ment or 'se the $ollo0ing
na.igation optionsG
Transaction code
VL01N
S1 *R menu "ogistics "ogistics Execution ,n'ound !rocess .oods
Receipt 3or ,n'ound 1eliver7 ,n'ound 1eliver7 Create
Customer Returns
2. Sele(t the reF'ire# #ata in the s(reenG
4ield name 4ield *ntry
Shipping point KShipping point )e.g. 1000,L
Sele(tion #ate KDate )e.g. to#a%,L
5r#er K5r#er n'mber )o$ ne0 (omplaint,L
*. Press Enter.
Io' (an also (reate a ret'rn #eli.er% #ire(tl% $rom the #o('ment #ispla% )transa(tion
;A0*, 'sing the $ollo0ing men' pathG
Sales document 1eliver
<. Sa.e %o'r entries.
8. /ote the n'mber o$ the ne0l% (reate# inbo'n# #eli.er% #o('mentG
JJJJJJJJJJJJJJJJJJJJJJJ
. Choose )ac2.
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Result
2he s%stem (ontains a (omplete #eli.er% #o('ment )inbo'n# #eli.er% - altho'gh the term in the
s%stem is (alle# Ro'tbo'n# #eli.er%QS,.
-#8 rocess 3oods Receipt (*R)
&se
2he ('stomer has sent ba(3 the #e$e(t pro#'(t an# %o' 0ant to enter the material ba(3 in sto(3.
2here$ore 0e ha.e to post a Rgoo#s re(eiptQ.
rere"uisites
An inbo'n# #eli.er% #o('ment has been (reate# be$ore.
rocedure
1. 2o post a goo#s re(eipt a((ess the transa(tion4 (hoose one o$ the $ollo0ing na.igation
optionsG
Transaction code (.7!?
S1 *R menu "ogistics "ogistics Execution ,n'ound !rocess .oods
Receipt 3or ,n'ound 1eliver7 ,n'ound 1eliver7 C&ange
Customer Returns
2. Enter the inbo'n# #eli.er% n'mber (reate# in the step be$ore )R+1111111Q,.
*. Press Enter.
<. Choose !ost .oods Receipt.
8. 2he s%stem respon#s 0ith the message Returns 1eliver7 8xxxxxxx &as 'een saved.
6$ %o' get an error message that posting is not possible in the ('rrent perio# $or
(ompan% (o#e 10004 %o' nee# to r'n the perio# (losing programG
Transaction code
MMPV
Enter the $ollo0ing .al'es an# (hoose ExecuteG
4ield name &ser action and values
>rom (ompan% (o#e 1000
Perio# K('rrent month4 e.g. 03 $or Mar(hL
>is(al %ear K('rrent %earL
Result
2he goo#s re(eipt $or the #eli.er% has been poste#.
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-#@ rocess 3oods Movement (*R)
&se
A ph%si(al mo.ement o$ materials )e.g. ret'rn o$ pro#'(t, means a (hange in sto(3 le.els.
rere"uisites
An inbo'n# #eli.er% 0ith poste# goo#s iss'es has been (reate#.
rocedure
1. 2o (hange the 6nbo'n# Deli.er%4 a((ess the transa(tion b% (hoosing one o$ the $ollo0ing
na.igation optionsG
Transaction code (.7!?
S1 *R menu "ogistics "ogistics Execution ,n'ound !rocess
.oods Receipt 3or ,n'ound 1eliver7 ,n'ound
1eliver7 C&ange Customer Returns
2. Enter the inbo'n# #eli.er% n'mber (reate# be$ore an# (hoose Enter.
*. 2o (he(3 the pre.io'sl% (reate# #o('ments (hoose 1ocument #lo/ in the appli(ation
toolbar.
<. Io' 0ill $in# entries $orG
&P CRM Complaint KnoL
Ret'rns Deli.er% KnoL
GD ret.#el. ret'rns KnoL
8. Highlight the line .1 ret6del6 returns =no> an# (hoose b'tton 1ispla7 document.
. Io' 0ill be s0it(he# to transa(tion MB03 )#ispla% material #o('ment,.
7. >in# the #o('ment 0hi(h 0as (reate# $or %o'r goo#s re(eipt.
+. Highlight the item $or the material an# (hoose 1etails 3rom ,tem.
!. Ens're that the material #o('ment sho0s (orre(t entries )e.g. (on(erning mo.ement t%pe4
F'antit%4 storage lo(ation4 et(.,.
Result
2he material mo.ement too3 pla(e an# the pro#'(t is ba(3 in sto(3 )(he(3 transa(tion MM&E $or
KPro#'(tL an# KPlantL,.
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-#17 )I Reporting
&se
2his se(tion #es(ribes 0hi(h reports e1ist $or Complaints an# Ret'rns Management an# brie$l%
#es(ribes the (ontent o$ the reports.
>or an o.er.ie0 o$ ho0 to na.igate 0ithin the reports4 re$er to the &'siness Pro(ess
Do('mentation )7ser G'i#e, o$ the rele.ant &6 Anal%ti(s s(enario.
rere"uisites
Io' ha.e implemente# the &6 Anal%ti(s s(enario.
5pening the reports $rom the "ebClient 76 is onl% possible i$ %o' ha.e (arrie# o't all the
ne(essar% (on$ig'ration steps #es(ribe# in the )S? )asic Con3iguration CRM $nal7tics
Con$ig'ration G'i#e.
Alternati.el% %o' (an log on to the &6 s%stem an# open the b'siness 'ser role 618J0*7. 6n this
b'siness 'ser role %o' 0ill $in# a broa# range o$ &6 reports $or all areas.
rocedure
1. @og on to the CRM "ebClient 76 as ser.i(e manager 0ith 'ser serv_man an# pass0or#
/elcome.
2. 6n the "or3 Center @in3 Gro'p Reports %o' (an $in# the a.ailable reports. Choose the report
%o' 0ant to #ispla%.
>rom the "ebClient 76 the $ollo0ing &6 reports are a.ailable $or Complaints an# Ret'rns
ManagementG
Complaint Ratio /y roduct0
2his F'er% sho0s the ser.i(e pro#'(ts 0ith the highest (omplaint ratio.
?um/er o2 Service Complaints0
2his F'er% sho0s the reasons $or ser.i(e-relate# (omplaints4 an# the n'mber o$ (omplaints
ma#e.
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