1. Modul pertemuan 9 Business processes in sales orer management
Processes in complaints processing
Understanding Complaint Management in SAP
Customer dissatisfaction with some percentage of provided products and services is an unhappy
fact of life in organizations. When this occurs, the sales organization is required to provide
solutions to clients in a variety of ways. In some cases, the customer may just try to return the
product for credit. In other cases, the product may be damaged in transit, and it is not worth
returning to the organization. In this case, the client may request the credit for the damaged
equipment.
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 o
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
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
Credit memo Request
When a customer requests for a return, it is treated as a type of order and handled in R/3’s sales
function. While products may be returned in R/3 without a corresponding past order, in our
example, we will assume that a previous order has been placed and is being returned.
A credit memo is also treated as a type of order and handled in R/3’s sales function. In this
instance, the customer may have received a product that was damaged or ruined on delivery.
Hence, it makes little sense to return the actual product or material, given that the customer’s
version of events is accepted. We likewise assume that a previous order has been placed and
credit is being sought.
2. Returns and credit memos are another kind sales and order documents in SAP and they are also
created in the same VA01 transaction which is used to created any other kind of regular order
including debit memos.
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
Blocking 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.
Rejecting Complaints
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.
Return Items to the Vendor
When you are posting a Goods Receipt for a PO, you can also enter items that you want to return
to the vendor. To do this, you no longer have to reference the purchase order with which the
goods were originally delivered. From the item overview, choose 161 (Return for PO) as the
default value for the Movement Type. Enter the data for the return item(s) and post the document
Processing Credit and Debit Memos
Debit memo is a transaction that reduces amounts payable to a vendor . debit memo request is a
sales document used in complaints processing for a customer . if the pruce calculated for the
customer wwere to lowww, ebit memo request can be created.
The debit memo request can be blocked from being billed or to verify/review and once it is
approved, the block can be removed. Debit memo is like a standar order and the system uses the
debit memo request to create a debit memo. The request for a debit memo can then be approved
or rejected
Below process is to create a ebit memo request for the sales order :
Step 1 : enter the transaction code VA01 in the SAP command field and click enter to continue
Step 2 : enter the below etails and click on create with reference button
Step 3 : new dialog get opened. Enter the below etails in the order tab and click copy button
3. Step 4 : in the next screen, enter the below details and click on enter
Step 5 : once all the etails entered, click on save button to save the details
Step 6 : status bar displays the below message once the ddebit memo request created successfully
Approving a credit memo
Purpose
Credit memo requests normally need to be checked by the employee who entered them as well as
approved by an additional decision-maker. The value of the credit memo determines who is able
to approve it.
Once a credit memo request is created, the system normally creates a billing block. This block
prevents you from billing the credit memo request and can only be removed by an authorized
employee.
Using the workflow, you can represent the whole business process, with all the people involved,
for approving credit memo requests within your company. This enables you to process credit
memo requests simply and efficiently. If you do not use the workflow, the system does not
control the process flow so you will have to organize the steps in credit memo processing
yourself.
If the value of a credit memo request is below a minimum value, the system automatically
releases it for billing by removing the billing block.
If the credit memo request exceeds a certain value, the system automatically informs the
employee responsible. She or he receives a work item in their inbox and can process it directly
from there.
The employee responsible can cancel, release, or process a credit memo request.
If the employee cancels the request, the system automatically creates a reason for rejection in the
credit memo request and ends processing.
If the employee releases the request, the system automatically removes the billing block in the
credit memo request and releases it for billing.
If the employee processes the request, she or he can use all the functions available in the change
transaction.
The people informed by the workflow do not need to know either the name of the transaction or
the menu path of the transactions involved.
Prerequisites
You have configured the settings in Customizing for the workflow and created an
organizational plan
4. When you create credit memo requests, the system normally sets a billing block, which
prevents it from being billed. Only authorized employees may remove this billing block,
thus releasing the document for billing. The person who is able to check the credit memo
before releasing it depends on the value of the credit memo.
Process Flow
Depending on the value of the credit memo request, the system runs through one of the following
processes when you enter a credit memo request:
If the value of the credit memo request is smaller or equal to a certain limit (L1), the
systemautomatically releases the credit memo request. The system removes the
billing block in the background, releasing the credit memo request for billing.
If the value of the credit memo request is between limit L1 and limit L2, or equal to L2,
the job responsible is informed that the credit memo request should be checked. All the
people assigned to this job receive a work item in their integrated inbox, where they can
cancel, release or process the credit memo request.
Cancel credit memo request
The employee has to enter a reason for rejection. The system automatically transfers the reason
for rejection into the credit memo request and stops processing.
Release credit memo request
The system automatically removes the billing block in the credit memo request and releases the
document for billing.
Process credit memo request
Here, the user branches into the "Change sales order" transaction, where they can use all the
functions in this transaction. According to the user’s authorization, he or she can remove a
billing block, enter a reason for rejection, or process individual items (for example, delete or add
order items, or change the order quantity).
The system checks whether the billing block was removed manually. If there is a billing block,
the system re-checks the value of credit memo request and informs the employee responsible.
This process is repeated until the credit memo request has either been rejected or released.
Modul pertemuan 10
Business Processes in Sales Order Management
he SAP System offers you a wide range of information and analysis tools for sales and
distribution. These provide you with a quick overview of your current business situation.
5. Example
You want to determine how many orders customer XY issued in the last quarter. To see this
information, you can execute the report “List orders”. This gives you a list of orders and also
contains information on the items, order value etc. You can set the scope of this list yourself.
Integration
Some reports are created using the sales information system .This is the only component, which
enables you to collect, aggregate and evaluate data from sales and distribution processing.
The sales information system is part of the logistic information system .
Features
The following evaluation functions are available:
Lists and evaluations
You can create lists of documents that meet certain criteria such as all the billing documents for a
particular payer or all orders for a certain time period.
The system is also able to inform you about credit holds (documents blocked for credit reasons)
or orders that have not yet been processed.
Work lists
You can create work lists for different areas, for example, for deliveries that have not yet been
billed. You can go directly from the list to process the documents.
Functional Analyses
This enables you to display the steps that the system uses to determine prices oraccounts.
Information on individual sales documents
You can display information about a sales document, such as the document flow or document
status.
Sumber (https://help.sap.com/doc/6331b853dcfcb44ce10000000a174cb4/2.6/en-
US/frameset.htm)
