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Customer Returns & Complaints Procedures in SAP: Step by Step Guide

In this document, you will find instructionsand screenshots from ECC 6.0 for handling customer reclamation in SAP based on two scenarios:

  • The first one is complaints processing which focuses on the processing of credit memos if no goods are sent back. Steps covered in this scenarios are:
    • Quality notification creation [QM01]
    • Credit Memo Request creation [VA01]
    • Credit Memo Release for billing [V23]
    • Billing [VF01]
  • In the second one goods are returned and undergo a quality evaluation in order to decide if the goods are returned to unrestricted stock or blocked stock.
    • Creating Returns [VA01]
    • Displaying Batch for Return
    • Creating Returns Delivery [VL01N]
    • Post Goods Receipt
    • Releasing Returns to Billing [V23]
    • Billing [VF01]

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