Solution 13: Complaints Processing
Task 1:
You sell headlights. Create the sales order, outbound delivery and billing document for this.
1. Create astandard orderfor the following customer purchase order.
Purchase order
Customer: T-S50A##
Purchase order number: 9-111 Requested delivery date: in 10 days
Material Quantity
T-AS1## 10
Save the order and write down the document number.
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a) Logistics→Sales and Distribution→Sales→Order→Create ChooseSave.
The document number is assigned internally by the system.
2. Create an outbound delivery for the previous sales order.
Save the delivery and record the document number.
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a) Logistics→Sales and Distribution→Shipping and Transportation→ Outbound Delivery→Create→Single Document→With Reference to Sales Order
To be able to enter the outbound delivery at an earlier date, set the selection date20 daysinto the future. Useshipping pointZ0##.
ChooseSave.
The document number is assigned internally by the system.
3. Pick the delivery and post thegoods issue.
Create a transfer request as a basis for goods movement in the warehouse and to print the picking list. Enter the transfer request for the outbound delivery from the previous task:
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© 2006 SAP AG. All rights reserved. 2006/Q2Warehouse Number 010
Plant 1000
Foreground/Backgrnd Background
Adopt pick.quantity2(include pick. quantities in delivery and post GI) Record the transfer order number.
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a) Logistics→Sales and Distribution→Shipping and Transportation→ Picking→Create Transfer Order→Single Document
The document number is assigned internally by the system.
4. Create the billing document for the outbound delivery from the previous task: Save the billing document and write down the document number.
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a) Logistics→Sales and Distribution→Billing→Billing Document
→Create ChooseSave.
The document number is assigned internally by the system.
Task 2:
After the customer has received the materials and has paid, he realizes that one of the headlights is defective. You determine that this damage occurred during transportation. You agree with the customer that he can keep the headlight and will be credited with the amount paid. You carry out credit memo processing.
1. Create acredit memo request (order type CR)with reference to the standard order you created in the first exercise of this unit for a headlight.
Hint: You enter a credit memo request with the same transaction as a sales order. Choose Create with Reference to Order. Then choose Selection list, change the quantity to 1, and chooseCopy.
a) Logistics→Sales and Distribution→Sales→Order→Create Order typeCredit memo request.
ChooseCreate with Reference.
Choose theOrdertab page and enter the order number.
ChooseSelection list.
Change the open quantity to1unit.
ChooseCopy.
2. On the Sales tab page, enterDamaged in transitas the order reason.
a) Choose theSalestab page and enterDamaged in transitin the Order reasonfield.
3. Save the credit memo request and record the document number.
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a) ChooseSave.
The document number is assigned internally by the system.
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© 2006 SAP AG. All rights reserved. 2006/Q2The credit memo request is checked and approved by the person responsible.
1. Release the credit memo request for billing by removing the billing block.
Hint: Change the credit memo request and remove the billing block on theSalesorItem overviewtab page by choosingBlankfrom the F4 input help.
a) Logistics→Sales and Distribution→Sales→Order→Change Choose theSalesorItem overviewtab page and chooseBlankfrom the F4 input help for theBilling blockfield.
Task 4:
Once the credit memo request has been released, it can be billed and the credit memo can be created.
1. Create the credit memo for the credit memo request.
Hint: To create credit memos, use the same transaction as for creating billing documents.
a) Logistics→Sales and Distribution→Billing→Billing Document
→Create
2. Save the credit memo and record the document number.
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a) ChooseSave.
The document number is assigned internally by the system.
Task 5:
The customer later makes a further complaint saying that another headlight is defective. This time, you want the customer to return the headlight so that the damage can be inspected. You agree with the customer that he sends the headlight back and that he will be credited with the amount paid. Carry out returns processing.
1. Create areturn (order type RE)with reference to the standard order you created in the first exercise of this unit for a headlight.
Hint: You enter returns with the same transaction as a sales order.
Choose Create with Reference to Order. Then choose Selection list and change the quantity to 1 unit.
a) Logistics→Sales and Distribution→Sales→Order→Create Order typeReturns
ChooseCreate with Reference.
Choose theOrdertab page and enter the order number.
ChooseSelection list.
Change the open quantity to1unit.
ChooseCopy.
2. On the Sales tab page, enterReturnsas the order reason.
a) Choose theSalestab page and enterReturnsin theOrder reason field.
3. Save the returns and record the document number.
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a) ChooseSave.
The document number is assigned internally by the system.
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© 2006 SAP AG. All rights reserved. 2006/Q2The defective headlight has arrived. Process the delivery and the goods receipt.
1. Create the returns delivery document for the headlight.
Hint: To create a returns delivery document, chooseLogistics→ Sales and Distribution→Shipping and Transportation→Outbound Delivery→Create→Single Document→With Reference to Sales Order. Use shipping pointZ0##.
a) Logistics→Sales and Distribution→Shipping and Transportation→ Outbound Delivery→Create→Single Document→With Reference to Sales Order
In theOrderfield, enter theNumber of returns.
2. Post the goods receipt and make a note of the number of the returns delivery document.
____________________________
Hint: The goods receipt is posted in the Create/Change Delivery transaction. ChoosePost Goods Receipt.
a) ChoosePost Goods Receipt.
The document number is assigned internally by the system.
3. Check the stock overview for the headlight in plant 1000 to ensure that the one item in question is located in a separate stock for returns.
Hint: Inventory management is carried out in materials management. ChooseLogistics→Materials Management→ Inventory Management→Environment→Stock→Stock Overview.
Choose plant 1000.
Task 7:
The returns are checked and approved by the person responsible.
1. Release the returns for billing by removing the billing block.
Hint: Change the returns and remove the billing block on theSales orItem overviewtab page by choosingBlankfrom the F4 input help.
a) Logistics→Sales and Distribution→Sales→Order→Change Choose theSalesorItem overviewtab page and chooseBlankfrom the F4 input help for theBilling blockfield.
Task 8:
Once the returns have been released, they can be billed and the credit memo for returns can be created.
1. Create the credit memo for returns for the returned goods.
Hint: To create credit memos, use the same transaction as for creating billing documents.
a) Logistics→Sales and Distribution→Billing→Billing Document
→Create
2. Save the credit memo for returns and record the document number.
___________________________________
a) ChooseSave.
The document number is assigned internally by the system.
Task 9:
Questions about returns and credit memo processing
1. Can you create a delivery document for a credit memo request?
___________________________________________________________
a) No. In credit memo processing, no deliveries or goods movements occur.
2. Do you have to create a credit memo request or a returns document with reference to a sales order or billing document?
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© 2006 SAP AG. All rights reserved. 2006/Q2a) No. A credit memo request or returns document can also be created without reference to another document.
3. Why would you create a credit memo request or returns document with reference to a sales order?
___________________________________________________________
___________________________________________________________
a) If create a credit memo request or returns document with reference to a sales order, the system receives all the required data (customer data, material data, quantity, and price) from the original document.
4. Which document would you create if the billing document contains a different quantity or price?
___________________________________________________________
a) An invoice correction request is used for correcting quantities or other values in billing documents.
5. Can an invoice correction request also be created with reference to a sales order?
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a) No. An invoice correction request is always created with reference to a billing document.
6. Why do you have to enter an order reason for returns or credit/debit memo requests?
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a) The order reason is entered so that that causes of complaints can later be evaluated.
7. Before a credit memo can be created as a result of billing, an approval step may be necessary for the credit memo request. What field is used here?
8. Once you have created a billing document, you find out the address of the payer has changed. What can you do to change the address and carry out billing again?
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a) You can cancel the billing document and carry out billing again, whereby the changes become effective.