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May 01, 2013 at 04:48 PM

Complaint Processing -



My scenario related to complaint processing is as follows:

Order is delivered and invoiced to customer. Customer found that delivered item is not
working and return the item to be replaced with another.

Company receives the return item and send the replacement to customer without any charge.

  1. Sales Order > Delivery > Invoice
  2. Return > Delivery * no credit memo
  3. Free of Charge Subsequent Delivery Order > Delivery

The issue I am facing is how to perform PGI on return delivery and not to issue credit memo. Client wants to receive the defective item and send the new item to customer as replacement.

Please advise on how to handle the above scenario using SAP Best practice