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CRMVC_IST_ADJUSTMENT - Create Adjustment Requests Automatically

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In this step, you make the required settings for creating adjustment requests automatically.

You must have made the settings for dispute case processing (see Define Dispute Case Profile) and set up the subject profiles with the corresponding causes (see the steps in the Implementation Guide under Customer Relationship Management → Transactions → Settings for Complaints → Settings for Subjects).

If you want to set up automatic generation of adjustment requests, create a product master (for example, for the product category Material) for the desired distribution channel.

Enter the assignments of case types and transaction types in the Document Header view.

The leading business transaction category for the transaction type must be Complaint (BUS2000120). You can use the transaction type FCAA itself or use it as a template.

You can leave the Category and Cause fields blank for the case.

First of all, the system searches for an entry that exactly matches the key Case Type/Cause/Category. If it does not find a matching entry, it then accesses the data using the Case Type/Cause fields, and if this search is also unsuccessful, using the Case Type field.

If you also assign a code group and a (cause) code in addition to the transaction type, the system enters the cause of adjustment request generation automatically.

If you want to reverse the adjustment request later using the case, you can also assign a rejection reason.

You can have the system generate credit memo items automatically for the adjustment request for use in entering flat rate credit memos. To do this, enter the credit memo product in the Items view. Please ensure that the flat rate credit memo is defined as a condition for the credit memo product.

If you want to override standard item category determination, enter the corresponding item category. You can also generate several credit memo items automatically, for example so as to grant monetary and non-monetary credit memos at the same time.

In the standard system, the case type DISP (IC WebClient: FICA Dispute) is assigned to the transaction type FCAA (Adjustment Request FCC and Dispute) with an appropriate code profile and code in client 000, as an example.

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