退货与投诉处理概览：优化流程与业务优势.pptxVIP

J59

ReturnsandComplaints

OverviewSAPAG

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,youmustfin