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

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Message was edited by:
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