This business process makes it possible for you to deliver a specific product configuration and quantity, or to provide a service at a specific time. During sales order processing, a sales organization accepts the sales order and is responsible for fulfilling the contract.

You use this business process in order to create customer invoices in SAP CRM. Here, one or more than one billing due list item is copied into a billing document. You can either create the billing document with reference to the delivery, or to the sales order. It is also possible to create billing documents with reference to contracts. You make the necessary setting in Customizing. The following describes delivery-related billing.

Tracks established procedures for passing complaint information into the enterprise for resolution so that dissatisfied customers become satisfied customers and companies can plan and manage return material costs.

You can create a credit memo request if customers are charged too much, or a defective product is returned, or a complaint is made about a service performed.

After a detailed check, you can either release or reject the credit memo request. If the credit memo is released, the customer receives a credit memo for the full amount to be credited.