QM Notification for Customer Complaints

Hi Experts,

I am looking for guidance in QM module for QM notification. I am working on processing customer complaints through QM notification. I have below question for which i am unable to find the answer.

1. Our business wants to trigger customer return sales order if the complaint is justified. I have added an action in action box but i don't know about the FM required for returns sales order.

2. Even if the complaint is not justified, we sometime needs special approval to process the refunds. how can I incorporate that in workflow. what would be the workflow trigger.

Thx

CR