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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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Customer Returns (Complaints) Procedures in SAP

If Customer Returns the Goods:

-VA01: Return Order (Order Type: RE) (Item Category: REN) & enter, Create Return Order with ref to Sales Order No. Give order no & click on Copy (F5) and change the order quantity say from 50 boxes to 20 boxes.
-VL01N: Return Delivery
-VL09: Goods Reversal. Read more

SAP SD Training Presentations for Beginners

There are 5 presentation in this pack that will get you to the Sales and Distributions basics

  • Enterprise Structures in Sales and Distribution
  • Master Data in Sales and Distribution
  • Overview of Sales Processes
  • Complaint Processes
  • Special Functions

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