退货与投诉处理概览：流程优化与信用备忘管理.pptx

J59:ReturnsandComplaintsOverviewSAPAG

OverviewScenario–ReturnsandComplaintsThisscenarioprovidesallthenecessaryactivitiesforreturnsandcomplaintsprocessing.Thecomplaintsprocessfocusesonprocessingcreditmemosifnogoodsaresentback.Inreturnsprocessing,goodsarereturnedandundergoaqualityevaluation.Thegoodsarethenreturnedtounrestrictedstockorblockedstock.

ComplaintsProcessingwithCreditMemoBusinessBenefitsCustomerVendorBusinessBenefitsAfterhavingboughtthematerial,thecustomernoticesadefectandinformsthemanufacturer/vendor.Thevendorcreatesaqualitynotificationandentersacreditmemorequestinthesystem.Thecreditmemorequestisreleasedforbillingandthecustomerreceivesacreditmemo.Aninitialsalesorderiscreatedforthematerialforwhichaqualitynotificationiscreatedlater.Batchdeterminationwithinthedeliveryiscarriedoutautomatically.Thecomplaintsprocessfocusesontheprocessingofcreditmemosifnogoodsaresentback.Withanotificationforacustomercomplaint,youcandescribeandprioritizeproblems,monitorthestatus,printarchivedocuments,andtriggerspecificprocessesintheSAPR/3system.CreateSalesOrderCreateBillingPaymentQualityNotificationCreditMemoRequestReleaseProcessCreateDelivery

ComplaintsProcessingwithCreditMemoBusinessBenefitsCustomerManufacturer/VendorBusinessBenefitsCreditMemoPaymentThecreditmemoiscreatedwithabillingblockandhastobereleasedforbilling.

ReturnsProcessingwithCreditMemoforReturnsBusinessBenefitsCustomerManufacturer/VendorBusinessBenefitsInthisprocessthecustomerreturnsthedefectmaterialtothemanufacturer/vendor.Theyreceiveacreditmemoforthesereturns.Ifthedefectmaterialisreturnedtothemanufacturer/vendor,areturnorderisenteredinthesystem.Thereisnoautomaticbatchdeterminationforproductstobereturned,thereforeinadeliverydocument,youmustfi