Complaints and Returns Management in CRM

Hi,
We are working on Complaints and Return Business Process in CRM. Let us know if any Enterprise Service available to create the Complaints and Process the same.
I am able to see the process in the ES workplace however not able to see the corresponding services as PO creation etc. Hence would like to know the same.
Appreciate your thoughts.
Rgds,
Moorthy

Hi,
basically if you do not find it in the ESW ... this means it's not existing (yet) !
I double-checked and there are indeed no services for complaint handling.
There are services for Customer Return handling (Manage Customer Return In), but only in ERP
Rgds,
Karim

Similar Messages

Extended Complaints and Returns Management

Hi there,
Can anyone tell me how to access the application : Extended Complaints and Returns Managements?
Thanks in advance
chan

Hi,
as far as I know, the application Extended complaints and returns is a J2EE application:
sap.com/crm~cr_b2b
So the way to access it, is:
http://host:port/cr_b2b/admin
This way, you should be able to access the XCM settings. Of course the application should be activated.
regards,
Wim

Re : Complaints and returns Management

Hi,
Any body could let me know about the Complaints and return Management scenario along with the customization steps involved in that.
Best regards,
Sathish Prabhu

please check the following link
http://72.14.235.132/search?q=cache:w40uqHFRpzQJ:help.sap.com/bp_crmv250/CRM_DE/documentation/C38_Scen_Overview_EN_US.pptComplaintsandreturnManagement&hl=en&ct=clnk&cd=1&gl=in
http://help.sap.com/bp_logservicev1600/LSP_Global/Solution_Map/4EC2201A4FB44052AAE902804CB277E4.htm
http://www50.sap.com/businessmaps/970AEE9438854CD68965805C9D7CA498.htm
hope this helps and solves your query

Create complaints and returns in crm 2007

Hi buddies,
my doubt is how we ll maintain complaints and returns in crm 2007
thanks in advance.
Regards,
manav

Hi buddies,
i want to map complaints and returns on the web client for the this business process .
if customer purchases a product snd if not satisfied with the product,he calls to the call center.Call Center Executive creates a complaint and assign it to a service executive. he goes and finds that the it is a quality defect.he forwards this problem to the Quality Management department.If they finds that it is a quality defect then tells to return the product against which a new product has to be issues.
we have make this in a close lope between R/3 & CRM.
Now my doubts are--
     1-How will we maintain the stock update?
     2-How will we maintain that the subsittute product delivery should be free of cost
        as customer has already paid for the goods?
If possible then tell me the customization steps as well
Thanks in advance.
help will be rewarded for sure.
my mail id is [email protected]
Regards,
Manav
Edited by: Rronit Manav on Mar 10, 2008 2:26 PM

How to get products in E-Service Complaints and Returns ?

Hi Gurus,
We have a Complaints and Returns application in which we want to implement the product search functionality similar to the search we have in B2B application using TREX. If anyone already implemented or having any idea of how to implement this by using the TREX engine ..... please help me .
Thank you a lot in Advance!!
Lakshman
Edited by: lakshman reddy G on Jan 18, 2011 12:05 PM

Hi,
if you using the SAP standard libaries, which contains the T-Rex and catalog implementation, it should work.
However you have to manually initizale the catalog and the connection during the application start.
Best regards,
Nils

Cprojects and Activity Management i CRM

Hi,
I have asked the same question below CRM without luck, so now I'm trying this forum...
Has anyone of you explored whether there exist possibilities for triggering activies (CRM Activity Management) by doing changes in cProjects, e.g. changing statuses of the project elements.
Regards Camilla

Hi Vivek,
I know there exist standard workflow in cProjects triggered by changes of statuses or other changes to project elements. However, I wonder if and how this can trigger activites in CRM.
Regards Camilla

Customer complaint and credit management

Hi,
we have the following business case, credit management activated:
1. a customer has a complain about a delivery (e.g. poor quality/wrong material)
2. the corresponding invoice is shown as an open item in FBL5N
3. a credit note request is created for the sales order, but it can take weeks until it gets released. In the meantime the customer becomes overdue.
4. now the following happens: when the customer wants to place a new order he will be blocked by the credit management.
We first have to release him e.g. via VKM4. The same with deliveries.
Is there a possibility to mark the invoice in question as not relevant for the credit management?
My first idea was to change the credit note requests as relevant for the credit management (VOV8), but unfortunately those requests are not visible in FBL5N. Thus we would loose the overview of invoices in question.
Thanks for your answers...
Cheers,
Marc

hello, PP.
i don't have an answer yet. actually, i will add to your question.
a credit memo request is supposed to be not relevant for delivery. so why is this updating open delivery value? maybe it's SAP standard? maybe credit group 03 (delivery docs) was assigned to the credit memo request doc type? if so, why assign credit management to credit memo requests anyway?
regards.

CRM 2007 Service Contract Determinatio and returns/complaints

Hi gurus,
I'm currently struggling to set up the contract determination for our CRM 2007 for complaints and returns. I have set the flag contract determination D or F (both did not work for my tests). as well in the transaction type customizing I have set und customizing header the determination to service contract.
According to SAP help the copy control needs to be set up as well? I did not quite understand yet why, but I maintained a copy control between my contract and my return. Any special settings needed between my source contract and target return?
last step should be the copy control for item categories? I maintained both:
- Define copy control for item categories
- Define item category determination when copying
From my contract item category to my return item category.
But still I don't have any contract determination in my return.
Any hints please?

Hi Pepe,
thanks for your answer (points rewared). I managed to get it running for complaints before you answered. Now struggling to get it for our returns running as well.
I have a question for the copy control: What exactly has to be set up there? I guess I did for our complaints more then needed.
1. Copy control from contract to complaint transaction type.
2. copy control from contract item category to complaint item category
3. Define item category while copying: done the same as in step 2.
any special settings to consider for step 2?
Torsten

Transaction code for creation of Complaint and RMA?

Hi,
In the tcode crmd_order i've a complaint and return creation option is this the one to create complaint and return material authorization.
pl also tell me how do you create a repair order and a service order.
Pl I need transactions. I understand the configuration as I have the best prasctice bu I do not know the creation of RMA / Complaints/Repair order /service order ..that is the trnasactions required for service.
For sales and marketing I know ..I am looking for service module in CRM
can any one please help me out as it is a very urgent requirement.
Thank you,

Hi Polite,
The transaction CRMD_ORDER is the superset for all the transactions mentioned by you. So it is better to remember just one transaction instead of remembring the subsets . Once you use the transaction CRMD_ORDER and then Follow the menu Business transaction -> Create (F5) you will get the list of transactions you can create this is nothing but the the transactions you have mentioned.
If you know the transaction no. you can directly open that in transaction CRMD_ORDER. The other opetion is to use the SAP Menu instead of transactions.
<b>Reward points if it helps!!</b>
Best regards,
Vikash.

Marketing Planning and Campaign Management

Hi Gurus
How to send Marketing Planning and Campaign Management from CRM system to Other ERP system
How to send Marketing Planning and Campaign Management from CRM system to Other R/3 system
Thanks
Mahi

Hi Mahi,
The Integration of SAP CRM with R/3 will be
Project System, Finance, Accounting
for that u ve to check the check box in Mkt plan onwards
in ECC u can see in PS
Marketing plans and campaigns can be used stand alone in the CRM system. However, when CRM
is integrated with other SAP systems (BW, R/3, etc.) increased functionality is possible.
Planned values (e.g. planned costs, revenues, etc.) for marketing plans and campaigns can be written
to a BW infocube. These planned values can then be used in reporting to match actual values, for
example, actual revenues and costs.
When linked with R/3, actual costs related to campaigns and marketing plans can be captured by
using the financial and accounting functionality in R/3.
These actual costs can then be extracted to the same infocube in BW to allow for planned versus
actual costs for a campaign.
Reward points if helpful
Cheers
Manohar

Queries on Advance Complaint Management Integration with Advance Return Management

Hello All,
We plan to implement Advance Complaint Management and integrate the same with Advance Return Management in SAP CRM, I have gone through the following links for the same
http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/f8/d9632674dc4934a6ae266ce5e9f651/content.htm?frameset=/en/46/010af618cf3482e10000000a1553f6/frameset.htm
http://help.sap.com/saphelp_crm700_ehp02/helpdata/en/a9/4cf641ea7a497cae3fee1c251af1c8/content.htm?frameset=/en/f8/d9632674dc4934a6ae266ce5e9f651/frameset.htm&current_toc=/en/2e/b0da18dbe84ed9bdff9a5d6d91f531/plain.htm&node_id=44&show_children=false
http://scn.sap.com/thread/3408793
We need to implement the return to vendor functionality and I have the following queries
1) Does the return PO and delivery followed by the goods issue happen automatically? once the complaint transaction is released
2) Can Service Confirmation be integrated with Advance Complaint Management
Kind Regards
Atul

ok

Problem in CRM Complaint Transaction Return Request replication

Dear all,
I have created a Complaint and from it Created Return Request. I could see the replicated Replicated Return Order in ECC system.
But the following problems are facing.
In CRM Complaint Transaction 'System Status' is showing as 'To be distributed Open'.
When I try to change the Complaint transaction in CRM (after replicating the return request in ECC ) system showing message 'Document is being distributed; changes are not possible' in the status bar.
There is no document flow displaying in CRM Complaint transaction.
I could not understand where the problem is occuring. Please help me to solve the above issue. Your suggestions are highly appreciated.
Best regards
Raghu ram
Edited by: Raghu Ram on Jun 11, 2010 2:19 PM

Hi Maggie,
Thanks for the response, Yes the problem is for all documents and I have cleared Inbound and Outbound queues of both systems and tried again. But still the problem is exist.
Your help will be highly appreciated.
Best regards,
Raghu ram

Using LAM (Lease And Asset Management Module) in CRM 4.0 - CRM2007

Hi, use anybody the LAM with CRM 4.0 im production?
if yes, with business you do and which are the leased objects?
and made a update form CRM 4.0 to CRM2007
how does it work?
txs a lot

hi Reiner
for the changes that are impacted from CRM 4 to CRM 7.0 just go through this link
https://websmp109.sap-ag.de/~form/sapnet
use your OSS id to access it
an dor leas and asset managment go through the link
http://help.sap.com/saphelp_crm60/helpdata/en/dd/6e133b3f618442e10000000a114084/frameset.htm
you will get each and every detail,that what leased objects are there and what is the differemce we came across from CRM 4 to 6.0
best regards
ashish

How crm visit the external website and return the value to crm

how crm visit the external website and return the value to crm?
Awen

Can you elaborate the question? I assume that you are looking for some sort of mechanism to validate a customer's web site?
Regardless of the scenario, the way to validate or retrieve a value from an external web site is to write a plugin that executes a WebRequest to the external site and reads the response.

CRM Incentive and commission Management

Hi
I have a scenario to implement incentive and commission management in the current project , where in we have crm server and backend R/3 we have and there is no BI server
Can any one send me the configuration steps to be done to implement ICM in CRM .
Is BI System is mandatory to implement ICM in CRM or without BI system also we can manage ?

Hello Pradeep,
No, it is not mandatory to have BI to implement ICM. But what you have to consider is scenarios you will potentially could encounter that will change the data in the CRM system that will affect the ICM feed.
For you to configure CRM, first you need to start with configuring the ICM system. For this you would need to know atleast what business objecct you want to transfer and what your ICM system needs to look like interms of Organizational model and the commission contract structure. Without this, configuring CRM for ICM is not useful.
Regards
Rahul

Complaints and Returns Management in CRM

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