SAP Complaint Handling - User Guide
PUBLIC SAP Complaint Handling 2023-01-31 2022 SAP SE or an SAP affiliate company. All rights reserved. SAP Complaint Handling - User Guide THE BEST RUN
Content 1 Product Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 1.1 Process Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 1.2 Roles and Authorizations for Supplier Complaint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 1.3 Roles and Authorizations for Customer Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 2 Functional Prerequisites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 2.1 Additional Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 3 Entities and Pre-Defined Content. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 3.1 Complaint Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 3.2 Pre-Defined Content for Supplier Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 User Actions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Streams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Business Object Attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Item Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Business Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Country and Currency. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 3.3 Pre-Defined Content for Customer Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Executable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 Refund Control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 Confirmation Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Processing Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Action Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 Lifecycle Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Target Document Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Note Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Complaint Quantity Rule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Reference Document Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 4 Manage Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 4.1 Configurations for Supplier Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Configuring Condition Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Configuring Service Material. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20 Configuring Business Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Configuring Destination. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Configuring Claim Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 4.2 2 Configurations for Customer Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 PUBLIC SAP Complaint Handling - User Guide Content
Configuring General Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Configuring Number Range. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Configuring Reference Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Configuring Target Document Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Configuring Complaint Reason. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Configuring Item Category. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Configuring Complaint Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Configuring Complaint Type to Item Category Mapping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Configuring Complaint Reason Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Configuring Source Reference Type Mapping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Configuring Target Document Type Mapping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Configuring Rejection Reason. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Configuring Return Follow-Up Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 4.3 Editing Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 4.4 Language-Specific Description. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 4.5 Viewing Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 4.6 Deactivate or Activate Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40 5 Manage Supplier Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 5.1 Creating Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Create Automatic Complaint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Creating a Manual Complaint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42 5.2 Viewing a Complaint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 5.3 Edit Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Editing a Complaint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45 5.4 Cost Collector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Adding Cost to Cost Collector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 5.5 Manage Streams and Business Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47 Business Object Creation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 View and Edit Business Object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Document Flow Between Business Objects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Business Object Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Stream Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55 5.6 Complaint Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 6 Manage Customer Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 6.1 Create Customer Complaint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Creating Customer Complaint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59 Follow-Up Actions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Complaint Material Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 SAP Complaint Handling - User Guide Content PUBLIC 3
File Upload for Multi-Item Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Bulk Update for Multi-Item Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 6.2 Customer Complaint Status Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 6.3 Viewing a Customer Complaint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 6.4 Editing Customer Complaint. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 7 Master Data Attributes and Value Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68 8 API Details for SAP Complaint Handling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 8.1 Create and Update Objects Using APIs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Create or Update Complaints. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Create or Update Quality Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72 Create or Update Return Purchase Order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Create Supplier 8D. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77 Create or Update Claim. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Create or Update Cost Collector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Create or Update Master Data Attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 8.2 4 Accessing APIs in Multitenant Environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90 PUBLIC SAP Complaint Handling - User Guide Content
1 Product Overview SAP Complaint Handling is a product on SAP Business Technology Platform for managing complaints. SAP Complaint Handling provides complete view of tracking and resolving complaints that are raised because of the defective items. Until now, all aspects of customer complaints - Quality, Finance, or Logistics are handled separately and not linked to each other. This leads to the following issues: Effort to track various aspects of complaints separately Inconsistent data No dependency among different aspects of complaints SAP Complaint Handling provides end-to-end process guidance, cross-module process integration via microservice, and flexible process design. The Complaint Handling cockpit enables customers to configure and manage the complaint process in one place. 1.1 Process Overview With this application, you can manage complaints related to supplier and customer grievances at one place. Supplier Complaints Use this app to Manage complaints related to supplier recovery process. View statuses across multiple streams and business objects. Monitor new Quality Notification created in the back-end system and automatically creates a complaint to the corresponding Quality Notification. Tracks changes to the Quality Notification in the back-end system and updates the complaint accordingly. A user can also create complaint manually in SAP Complaint Handling cockpit and associates the business objects according to defects in the complaint. For example, if a defect is critical or recurring, the user can request 8D report. In this scenario, Supplier 8D business object is relevant and required to resolve complaint. If the defect is not critical, the user can choose to mark 8D as irrelevant. It is mandatory to create Quality Notification before creating other business objects. User can capture cost involved in managing defective materials or labor hours to create claims. For more information, see Manage Supplier Complaints [page 41]. Customer Complaints Use this app to manage customer complaints for ordered items and trigger the required follow-up activities. You can: SAP Complaint Handling - User Guide Product Overview PUBLIC 5
Create a customer complaint with reference or without reference document. Create individual complaint. Create multi-item complaint. Search an existing customer complaint. View and edit an existing customer complaint. Perform header actions, such as Approve, Reject, or Send for Rework. Perform follow-up actions, such as create customer return. For more information, see Manage Customer Complaints [page 58]. Manage Configurations Use this app to configure entities to manage supplier and customer complaints. You can create, view, edit, and deactivate or reactivate configuration entries as required. For more information, see Manage Configurations [page 19]. 1.2 Roles and Authorizations for Supplier Complaint SAP Complaint Handling allows users to perform certain activities in Manage Supplier Complaints app based on: Assigned roles. Organization level authorization. SAP Complaint Handling provides role templates. These role templates can be used to create role collection, which determines the authorization of users assigned to those role collections. Roles are assigned to role collections, which are assigned to users or user groups. The following business roles are available for supplier complaints: Quality Manager Quality Engineer Quality Audit Claim Analyst Return and Refund Clerk Configuration Admin For more information, see Defining and Bundling Roles for Supplier Complaints. Users can access supplier complaints based on Plant and Company Code values. If users try to search for a complaint that they are not authorized to view or edit, search page does not display any results. For example, users can be allowed to view or edit complaints with: 6 The specific Plant and Company Code. The specific Plant. Users can view or edit complaints with that Plant for any Company Code. The specific Company Code. Users can view or edit complaints with that Company Code for any Plant. This feature is optional. If customer wants to apply restrictions, they can configure custom IdP for users or user groups. PUBLIC SAP Complaint Handling - User Guide Product Overview
1.3 Roles and Authorizations for Customer Complaints SAP Complaint Handling provides role templates. These role templates can be used to create role collection, which determines the authorization of users assigned to those role collections. Roles are assigned to role collections, which are assigned to users or user groups. The following roles are available for supplier complaints: Dealer Complaint Handler Complaint Approver Administrator Dealer Display Complaint Display Fro more information, see Defining and Bundling Roles for Customer Complaints. Users can access customer complaints based on the values of the following parameters: Sales Organization Division Distribution Channel Sold-to Party Complaint Type Item Category Administrator can assign one or more values of the parameters to the users. Therefore, users can create, search, view, or edit only those complaints that have allowed values for the mentioned parameters. User can perform certain action based on the defined parameters. SAP Complaint Handling - User Guide Product Overview PUBLIC 7
2 Functional Prerequisites Before you start to use SAP Complaint Handling, check the requirements and recommendations in this section. Use Advanced Return Management (ARM) system to run logistic process. Create custom DB views (Z views) in the back-end system to receive relevant information about the business objects and the events in the Complaint Handling cockpit. To receive Return purchase order status update, configure Z function modules. If multiple back-end systems are used, make sure to synchronize master data across all the back-end systems. Install and configure event add-on components to receive updates of the relevant business objects from the back-end system into the Complaint Handling cockpit. 2.1 Additional Details Before you start to use SAP Complaint Handling application, check the additional details in this section. While creating Quality Notification in the back-end system, it is required to enter Defect Group, Defect Code, and Plant details. If any of the three attributes are not provided, a complaint is not created automatically in the Complaint Handling cockpit. In the manual complaint creation scenario, the Purchasing Organization values are not updated in the back-end system because of the end-point limitation (Quality Notification SOAP service). Defect Details cannot be updated after the creation of Quality Notification. 8 8D statues are updated on the basis of frequency configured by the user. The user can maintain one item per complaint. Due to the access restrictions, Company and Plant support a single value only. PUBLIC SAP Complaint Handling - User Guide Functional Prerequisites
3 Entities and Pre-Defined Content SAP Complaint Handling provides pre-defined or user-defined content for the following categories of complaints: Supplier Complaints Customer Complaints 3.1 Complaint Category Complaint category indicates the category used to manage complaints. The following complaint category are available: Complaint Category Description SREC Supplier Recovery CUSCMP Customer Complaint When a user creates complaint in the cockpit, the system automatically populates complaint category. 3.2 Pre-Defined Content for Supplier Complaints The following content is pre-delivered for supplier complaint: Unit of Measure [page 85] User Actions [page 10] Streams [page 10] Business Object Attributes [page 11] Status [page 12] Item Type [page 13] Business Objects [page 13] Country and Currency [page 13] SAP Complaint Handling - User Guide Entities and Pre-Defined Content PUBLIC 9
3.2.1 User Actions Users can perform definite set of actions to manage complaints in SAP Complaint Handling cockpit. Action Business Object Target Business Object Status Create Quality Notification Quality Notification Notification Created Create Claim Claim Claim Created Create Return Purchase Order Return Purchase Order Return Purchase Order Created Create Supplier 8D Supplier 8D 8D Created Cost Collector NA NA Prerequisites User can perform the required actions only when the following conditions are fulfilled: Action Required Business Object Required Business Object Status Create Quality Notification Complaint Created Create Supplier 8D Quality Notification Notification Created Create Claim Quality Notification Notification In Progress Create Return Purchase Order Quality Notification Notification Created Cost Collector Quality Notification Notification Created Note For manual creation of complaints, Create Quality Notification action is enabled only when the complaint is created successfully in Complaint Handling cockpit. For automatic creation of complaints, Quality Notification is created in back-end system. User is not required to perform this action in cockpit. 3.2.2 Streams Streams provide overall status of complaints at individual stream level. Streams consist of business objects, for example, Quality stream contains Quality Notification and Supplier 8D business objects. Stream Description Quality Tracks the status of associated business objects, such as Quality Notification and Supplier 8D for quality purpose. 10 PUBLIC SAP Complaint Handling - User Guide Entities and Pre-Defined Content
Stream Description Logistics Tracks the status of associated business objects, such as Return Purchase Order for return and logistic management. Claim Processing Tracks the status of associated business objects, such as Claim for financial management and reimbursement. All the streams are supported for the given complaint type. The following table shows the relevant streams and the order in which the streams are mapped to complaint type: Complaint Type Stream Supplier Recovery Quality Supplier Recovery Claim Processing Supplier Recovery Logistics 3.2.3 Business Object Attributes The following table shows the list of pre-defined business object attributes for maintaining default values: Business Object Attribute Quality Notification Quality Notification Type Quality Notification Quality Notification Supplier Role Quality Notification Person Responsible Role Supplier 8D Supplier 8D Type Claim Claim Type Claim Claim Item Type Claim Claim Version Number Claim Claim Version Category Claim Claim Supplier Role Return Purchase Order Return Purchase Order Type Return Purchase Order Return Purchase Order Item Number SAP Complaint Handling - User Guide Entities and Pre-Defined Content PUBLIC 11
3.2.4 Status The following table shows the list of status for the given entities: Status Applicable Entity Entity New Complaint NA Created Complaint NA In Progress Complaint NA Closed Complaint NA Initial Stream NA Created Stream NA In Progress Stream NA In Progress by Supplier Stream NA Closed Stream NA Initial Business Object Quality Notification Notification Created Business Object Quality Notification Notification in Progress Business Object Quality Notification Order Assigned to Notification Business Object Quality Notification Notification Complete Business Object Quality Notification Initial Business Object Supplier 8D 8D Created Business Object Supplier 8D 8D Submitted to Supplier Business Object Supplier 8D 8D Accepted by Supplier Business Object Supplier 8D 8D Rejected by Supplier Business Object Supplier 8D 8D in Progress Business Object Supplier 8D 8D Accepted by Customer Business Object Supplier 8D 8D Rejected by Customer Business Object Supplier 8D Initial Business Object Claim Reimburser Version Created Business Object Claim Claim Checked Business Object Claim Claim Sent to Reimburser Business Object Claim Reimburser Reply Received Business Object Claim Reimburser Version Posted Business Object Claim Correct Claimant Version Posting Business Object Claim Claim Closed Business Object Claim Initial Business Object Return Purchase Order 12 PUBLIC SAP Complaint Handling - User Guide Entities and Pre-Defined Content
Status Applicable Entity Entity Return Purchase Order Created Business Object Return Purchase Order Goods Issued Business Object Return Purchase Order Invoice Verified for Goods Issue Business Object Return Purchase Order Goods Received Business Object Return Purchase Order Invoice Verified for Goods Received Business Object Return Purchase Order Return Purchase Order Closed Business Object Return Purchase Order 3.2.5 Item Type Item Types are required to capture costs to process claims. SAP Complaint Handling supports the following item types: Labor Sublet 3.2.6 Business Objects Business Objects are grouped together in the streams and only one business object of each type can be associated with a relevant stream at a time. For example, Quality Notification and Supplier 8D business objects are associated to quality stream, and user must create Quality Notification business object before creating Supplier 8D. Business Object Associated Stream Quality Notification Quality Supplier 8D Quality Claim Claim Processing Return Purchase Order Logistics 3.2.7 Country and Currency SAP Complaint Handling provides names of countries and currencies as pre-defined data. The lists of supported countries and currencies are available on SAP Complaint Handling product page. SAP Complaint Handling - User Guide Entities and Pre-Defined Content PUBLIC 13
3.3 Pre-Defined Content for Customer Complaints The following contents are pre-delivered for customer complaint: Executable [page 14] Refund Control [page 14] Confirmation Status [page 15] Processing Type [page 15] Action Status [page 15] Lifecycle Status [page 16] Target Document Category [page 16] Note Type [page 17] Complaint Quantity Rule [page 17] Reference Document Category [page 18] 3.3.1 Executable Indicates whether an action can be triggered or not with a note or comment. The following values are pre-delivered: No; Complaint not released Yes; To be triggered No; Execution in process No; Action executed Successfully Yes; Can be reprocessed One of the statuses will be displayed for each of the follow-up documents on the Action section on the complaint page. 3.3.2 Refund Control Refund control specifies conditions to release refund if a customer decides to return purchased goods. The following values are the standard delivered content in the Advanced Return Management (ARM) solution in the backend system: Refund Control Description A After Receipt of Credit Memo I Immediately N No Refund 14 PUBLIC SAP Complaint Handling - User Guide Entities and Pre-Defined Content
Refund Control Description P Approved R By Credit Memo Request While creating a customer return, the "R" value is processed in the backend system and not displayed on UI. 3.3.3 Confirmation Status Indicates the decision taken on a complaint or complaint item. When a complaint is created, the default confirmation status is Open. The confirmation status is shown in Main Detail section of complaint page. For multi-item complaints, user can view confirmation status at an item level also. The following statuses are available: Confirmation Status Description OPN Open; complaint is created. INP In Approval; complaint is submitted. REL Approved; complaint or item is approved. REJ Rejected; complaint or item is rejected. REQ To be Reworked; complaint is sent for rework. For more information, see Customer Complaint Status Overview [page 64]. 3.3.4 Processing Type Processing Type indicates if the follow-up action is triggered manually or automatically by the system. The following values of processing type is available: Processing Type Description MANL Manual AUTO Automatic 3.3.5 Action Status Action status indicates to the status of the follow-up documents associated with the complaint. The following values of the action status are available to the users: SAP Complaint Handling - User Guide Entities and Pre-Defined Content PUBLIC 15
Action Status Description INTL Initial Action not triggered yet. INPR In Process Action trigerred and document is created. PRCD Processed Follow-up documents created and processed. EROR Error 3.3.6 Lifecycle Status Life Cycle status indicates the overall status of a complaint. This status is displayed on the header level and is updated by the system automatically. The following lifecycle status values are available to users: Lifecycle Status Description NEW New CRTD Created SUBM Submitted CANC Canceled INPR In Process RELD Released CMPL Completed For more information, see Customer Complaint Status Overview [page 64]. 3.3.7 Target Document Category Target document category indicates different documents that are created as a part of follow-up action. The following target document category are available to the user: Target Document Category Description CRDMEM Credit Memo DBTMEM Debit Memo CUSTRET Customer Return 16 PUBLIC SAP Complaint Handling - User Guide Entities and Pre-Defined Content
3.3.8 Note Type Indicates different kind of notes that can be used to collaborate and communicate between different users. Reject and Approval notes are automatically set up by the system. The following note types are available to the users: Note Type Code Note Type Description External/Internal INTNT Internal Note Internal REJNT Reject Note External REWNT Rework Note External APPNT Appro
SAP Complaint Handling allows users to perform certain activities in Manage Supplier Complaints app based on: Assigned roles. Organization level authorization. SAP Complaint Handling provides role templates. These role templates can be used to create role collection, which determines the authorization of users assigned to those role .
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