C38_BPP_Complaints and Returns Management

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SAP CRM 7.0

September 2010English

Complaints and ReturnsManagement (C38)

SAP AGDietmar-Hopp-Allee 1669190 Walldorf Germany

Business Process Documentation



SAP Best Practices Complaints and Returns Management (C38) - BPD

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Contents

1 Purpose...................................................................................................................................... 52 Prerequisites............................................................................................................................... 5

2.1 Master Data and Organizational Data................................................................................5

2.2 Preceding Process............................................................................................................. 6

2.3 Roles.................................................................................................................................. 6

2.4 Preliminary Steps............................................................................................................... 6

2.4.1 Log on to CRM WebClient UI.........................................................................................6

3 Process Overview Table.............................................................................................................8

4 Process Steps............................................................................................................................. 9

4.1 Create Complaint .............................................................................................................. 9

4.2 Create Credit Memo.........................................................................................................10

4.3 Create Return Request.................................................................................................... 10

4.4 Complete Complaint.........................................................................................................11

4.5 Create Billing Document (ERP)........................................................................................ 11

4.6 Check Return Request (ERP).......................................................................................... 12

4.7 Process Delivery (ERP).................................................................................................... 12

4.8 Process Goods Receipt (ERP)......................................................................................... 14

4.9 Process Goods Movement (ERP).................................................................................... 154.10 BI Reporting................................................................................................................... 16





Complaints and Returns Management

1 PurposeThe purpose of this document is to describe how a customer complaint is processed within your sales and service organizations. A complaint is an expression of dissatisfaction that a customer makes in relation to a service or product.

This document summarizes several activities in a logical sequence. Generally, the completion of one activity is the prerequisite for the next activity. Depending on the configuration carried out inyour project, some titles of tab pages and screen elements might appear differently to thedescription in this document.

2 Prerequisites

2.1 Master Data and Organizational Data

Use

Essential master and organizational data were both created in and/or replicated to your CRMsystem during the implementation phase, such as the data that reflects the organizationalstructure of your company and master data that suits its operational focus, for example, master data for materials and customers.

Use your own master data (or the following Baseline Package scenario data listed below if you

have installed an SAP Best Practices Baseline Package) to go through the business processprocedure:

Master / org.data

Value Master / org.data details

Comments

Sold-To Party 100000 Customer Domestic 00

Contact Person Monika Ziegler

Installed Base YBP_IB01 Best PracticesIBase 01

External ID

Component <No of installed

base component for <Product>>

PC Standard External ID

Product H11 Trading Good... PC Standard

Contract <number of newlycreated servicecontract>

Contract assigned to<Component> (for contractcreation: see the ConfigurationGuide of building block C26 -CRM Service).

Warranty BP_WTY BP WarrantyTime Dependent





2.2 Preceding Process

Use

The scenario described in this Business Process Documentation is part of a bigger chain of integrated scenarios. So, you have the option of first completing the following businessprocesses and conditions before you start any activities in this scenario:

Business condition Scenario

A number of complaints that might have beencreated by a customer using the InternetCustomer Self Service (ICSS) can now be further processed.This scenario would then start with process stepComplete Complaint .

E-Service: Complaints and ReturnsManagement (C76)

2.3 Roles

Use

The following roles must have been created in order to test this scenario using the SAP CRMWebClient UI. The roles in this Business Process Documentation need to be assigned to thesystem user(s) testing this scenario.

(1) Log on to the CRM WebClient UI with the following users:

System User Business Role Bus. Role ID Employee Password

SERV_EMPL BP Service Employee BP_SRV_EMPL Barbara Lee welcomeSERV_MAN BP Service Manager BP_SRV_MAN Ryan Reval welcome

If the password is invalid, try the password initial.

(2) Log on to the ERP system with the following user:

System User Employee Password

SERV_EMPL Barbara Lee welcome

(3) Log on to the BW system with any valid user.

2.4 Preliminary Steps

2.4.1 Log on to CRM WebClient UI

Use

The purpose of this activity is to describe how the service employee gets first-time access to theSAP CRM WebClient UI. There are two options: Access from SAPGUI or via URL.





Prerequisites

The appropriate SAP CRM WebClient role for the service employee has been assigned to theservice employee user (SERV_EMPL) in the CRM system.

Procedure

1. Close all open browser windows.

2. Access the SAP CRM WebClient UI:

Option 1: Access from SAP GUI via Transaction:

1. In the input field for transactions, enter transaction CRM_UI and press Enter .

Option 2: Access from SAP GUI via BSP Application:

1. Log on to the CRM system with the user for the BP Service Employee.

2. From the SAP menu, choose Favorites. From the context menu, choose Add Other Objects.

3. Select URL type BSP Application.

4. Enter the following data:

Field name User action and values

BSP Applicat. CRM_UI_START

Description CRM WebClient UI

Start Page default.htm

5. Choose Continue:

6. Choose CRM WebClient UI from the Favorites.

7. In the dialog box SAP Web Application Server ; enter the following data and choose OK :


User name SERV_EMPL

Password welcome

Option 3: Access via URL:

The CRM WebClient UI can also be accessed using a Uniform Resource Locator (URL). TheCRM WebClient UI URL has the following structure (default configuration):

http://<Host Name>.<Domain Name>.<Extension>:<Port Number>/sap/crm_logon?sap-client=<client number>

For example: http://uxcirsz.wdf.sap.corp:50028/sap/crm_logon?sap-client=100

Host Name, Domain Name and Extension can be derived from the message server of theunderlying CRM system.

The port can be determined as follows:

1. Call transaction SMICM.

2. Choose Goto → Services.

3. From the Active Services list, choose the port for the HTTP service.





Result

You have entered the SAP CRM WebClient user interface as BP Service Employee with user SERV_EMPL.

3 Process Overview TableProcess step Business condition Business role Expected results

Create Complaint Service Employee Complaint

Create Credit Memo Complaint Service Employee Credit Memo Item

Create Return Request Complaint Service Employee Return Request Item

Complete Complaint Complaint Service Employee Released Complaint

Items

Create Billing Document(ERP)

Released Complaint Service Employee Billing Document

Check Return Request(ERP)

Return Request in ERP Service Employee

Process Delivery (ERP) Return Request in ERP Service Employee Inbound Delivery

Process Goods Receipt(ERP)

Inbound Delivery Service Employee Goods Issue

Process GoodsMovement (ERP)

Goods Issue Service Employee Material Movement

BI Reporting Complaints Service Manager Service Quality Analysis





4 Process Steps

4.1 Create Complaint

Use

You can display the whole complaints process within your company, from the receipt of acomplaint, the technical analysis, as well as ongoing tasks and activities, right up to thepreparation of statistical analysis.

Prerequisites

All necessary configuration steps have been carried out.

A <Contract> has been created and both a corresponding Installed Base <Component> for a<Product> and at least one service product have been assigned (for contract creation: see theConfiguration Guide of building block C26 - CRM Service).

Make sure that in the ERP back-end client the descriptions of all objects, which are relevant for copying the complaint document into ERP (for example, transaction types, item categories,divisions etc.), have been maintained for the language used.

You are logged on to the CRM WebClient UI with user serv_empl and password welcome.

Procedure

1. Access the transaction choosing one of the following navigation options:

SAP CRM WebClient menu Complaints & Returns → Create: Complaint

2. In the appearing web dialog box select transaction type BP Complaint if necessary.

3. In assignment block Complaint Details enter following data:

Field name User action and values Comment

General Data

Description Product defective Any order description

Sold-To Party <Sold-To Party> In the appearing web pagedialog select ServiceOrganization BP Service Back

Office if necessary.Contact <Contact Person> If not prefilled

Employee Responsible 10210 Barbara Lee

4. Press Enter .

You can use button Personalization from the application toolbar in order to adapt thescreen. In the Personalization web page dialog, you can select and deselect allavailable assignment blocks that are available for your overview screen (for example,Organizational Data).

You can also directly maintain all necessary organizational units for Sales and Servicein assignment block Organizational Data.





5. In assignment block Items, enter the following data:

Field name User action and values Comment

Product ID <Product>

Quantity 1

6. Press Enter .

7. On the new item entry choose action Edit .

8. Check the entry for the <Warranty> being determined.

Result

The complaint is now prepared to create both a credit memo and a return request.

4.2 Create Credit Memo

Use

You can create a credit memo request if customers are charged too much, a defective producthas been delivered, or a complaint is made about a bad service performed.

By creating a credit memo, the system replicates the billing-relevant item of the complaint to thebilling due list of the ERP backend system.

Procedure

1. In assignment block Complaint Item Details choose Credit Memo from the applicationtoolbar.

Result

A credit memo request has been created as a new complaint item.

4.3 Create Return Request

Use

You can create a return request if the customer wants to return a defective product.

In the ERP backend system a return delivery will be created for the return request item createdin the CRM system.

Procedure

1. In assignment block Complaint Item Details choose Returns from the application toolbar.

2. Choose Back .

Result

On the complaint header level in assignment block Items, you can see that two new items havebeen added.





Note that the two created items will be handled differently in the ERP system . The returnitem will be processed in the returns delivery, whereas only the credit item will beprocessed in the billing document (credit memo).

4.4 Complete Complaint

Procedure

1. In assignment block Items, switch the status of the complaint item to Released .The status of the other items switches to Released automatically.

2. Choose Save and take a note of the complaint document’s number:

___________________________

3. You can now log off the CRM WebClient UI as service employee.

Result

You have created a complaint document. Check that the document is free of errors in order toproceed with the next steps.

4.5 Create Billing Document (ERP)

UseWith this step an invoice document is created in SAP ERP based on the new complaint’s creditmemo item.

Procedure

1. Log on to the ERP backend system with system user serv_empl (Barbara Lee) andpassword welcome.

2. To prepare the invoice, access the billing due list choosing one of the following navigationoptions:

Transaction code VF04

SAP ERP menu Logistics → Sales and Distribution → Billing → Billing

Document → Process Billing Due List

3. On tab Selection in screen area Documents to be selected select checkbox Order-related.

4. Choose Display billing list (F8).

5. Highlight the entry of the new complaint document and choose Collective billing doc./online.

6. The screen switches to Credit Memo (G2) Create: Overview of Billing Items (with temporarydocument number $000000001).

7. Check the billing items.Double-click the item to change values afterwards.

8. Choose Save.





9. The document status switches to Document Successfully Processed.

Note down the document number displayed as a system message in the status bar for further reference:

_________________________________________

Note that the returns item with item category REN is not processed in the creditmemo.

4.6 Check Return Request (ERP)

Use

After the complaint items have been transferred to the ERP system, order processing is finishedthere. You can view the document, check the document flow, and create follow-up documents(for example, delivery, billing document).

Prerequisites

You have created a return request before (the customer wants to return the sold and deliveredproduct) by generating the action Returns within the complaint document.

The document has been saved without errors in order to be transferred to the correspondingERP system. No distribution lock has been set for the document.

The system should have created a return request for the sales item with the same number as thecomplaint in CRM.

You are logged on to the corresponding ERP system with user serv_empl and passwordwelcome.

Procedure

1. Access the transaction choosing one of the following navigation options:

Transaction code VA03

SAP ERP SAPGUI menu Logistics → Sales and Distribution → Sales → Order →

Display

2. Enter the order number (same number as the complaint created in the CRM system) andpress Enter .

3. The system has created a return request for the sales item (item category REN).

4.7 Process Delivery (ERP)

Use

Within the complaint process it is possible to create return deliveries for a product that have beencomplained about by the customer.

• Only return requests and substitute delivery items (REN and TANN respectively) arereplicated to the ERP system.





• Only one complaint/return document is replicated to the ERP system even if the

complaint/return contains different items. This is because the ERP document is usedprimarily to trigger subsequent logistics processes

• The ERP system transfers some logistical information back to the CRM Server so that you

can display the following for a complaint/return:

• Status information (return/substitute delivery is shipped/partially shipped)

• Document flow (shipping, goods issue/receipt)

• Quantity delivered

• You can only make changes to return items/substitute deliveries in the system in which they

were created

• In the CRM system you can change documents for which data has already been transferred.

Your changes are then transferred automatically to the ERP system

Create a return delivery as a follow-up document of the return request.

Prerequisites

A complete and error free sales document with sales item (return) must be available before adelivery document can be created.

Procedure

1. Create a Return Delivery as follow-up activity from the sales document or use the followingnavigation options:

Transaction code VL01N

SAP ERP menu Logistics → Logistics Execution → Inbound Process → GoodsReceipt for Inbound Delivery → Inbound Delivery → Create→

Customer Returns

2. Select the required data in the screen:

Field name Field Entry

Shipping point <Shipping point (e.g. 1000)>

Selection date <Date (e.g. today)>

Order <Order number (of new complaint)>

3. Press Enter .

You can also create a return delivery directly from the document display (transactionVA03) using the following menu path:

Sales document → Deliver

4. Save your entries.

5. Note the number of the newly created inbound delivery document:

_______________________

6. Choose Back .





Result

The system contains a complete delivery document (inbound delivery - although the term in thesystem is called ‘outbound delivery’!).

4.8 Process Goods Receipt (ERP)

Use

The customer has sent back the defect product and you want to enter the material back in stock.Therefore we have to post a ‘goods receipt’.

Prerequisites

An inbound delivery document has been created before.

Procedure

1. To post a goods receipt access the transaction, choose one of the following navigationoptions:


SAP ERP menu Logistics → Logistics Execution → Inbound Process → Goods

Receipt for Inbound Delivery → Inbound Delivery → Change

→ Customer Returns

2. Enter the inbound delivery number created in the step before (‘8xxxxxxx’).

3. Press Enter .

4. Choose Post Goods Receipt .

5. The system responds with the message Returns Delivery 8xxxxxxx has been saved .

If you get an error message that posting is not possible in the current period for company code 1000, you need to run the period closing program:

Transaction code MMPV

Enter the following values and choose Execute:


From company code 1000

Period <current month, e.g. 03 for March>

Fiscal year <current year>

Result

The goods receipt for the delivery has been posted.





4.9 Process Goods Movement (ERP)

Use

A physical movement of materials (e.g. return of product) means a change in stock levels.

Prerequisites

An inbound delivery with posted goods issues has been created.

Procedure

1. To change the Inbound Delivery, access the transaction by choosing one of the followingnavigation options:


SAP ERP menu Logistics → Logistics Execution → Inbound Process→ Goods Receipt for Inbound Delivery → Inbound

Delivery → Change → Customer Returns

2. Enter the inbound delivery number created before and choose Enter .

3. To check the previously created documents choose Document Flow in the applicationtoolbar.

4. You will find entries for:

BP CRM Complaint <no>

Returns Delivery <no>

GD ret.del. returns <no>

5. Highlight the line GD ret.del. returns <no> and choose button Display document .

6. You will be switched to transaction MB03 (display material document).

7. Find the document which was created for your goods receipt.

8. Highlight the item for the material and choose Details from Item.

9. Ensure that the material document shows correct entries (e.g. concerning movement type,quantity, storage location, etc.).

Result

The material movement took place and the product is back in stock (check transaction MMBE for <Product> and <Plant>).





4.10 BI Reporting

UseThis section describes which reports exist for Complaints and Returns Management and brieflydescribes the content of the reports.

For an overview of how to navigate within the reports, refer to the Business ProcessDocumentation (User Guide) of the relevant BI Analytics scenario.

Prerequisites

You have implemented the BI Analytics scenario.

Opening the reports from the WebClient UI is only possible if you have carried out all thenecessary configuration steps described in the BS4 Basic Configuration CRM Analytics Configuration Guide.

Alternatively you can log on to the BI system and open the business user role I15_03U. In thisbusiness user role you will find a broad range of BI reports for all areas.

Procedure

1. Log on to the CRM WebClient UI as service manager with user serv_man and passwordwelcome.

2. In the Work Center Link Group Reports you can find the available reports. Choose the reportyou want to display.

From the WebClient UI the following BI reports are available for Complaints and Returns

Management:

Complaint Ratio by Product:

This query shows the service products with the highest complaint ratio.

Number of Service Complaints:

This query shows the reasons for service-related complaints, and the number of complaintsmade.
