SAP CRM / CS Supports

Symptom
The button ‘Assign Credit Memo’ (product FI-CDA) and/or ‘Create CRM Recovery’ (product FI-CCM) is missing in transaction FB03.
Other terms
credit debit linkage, additional components, CLAIMS_DM_FI
Reason and Prerequisites
Accounting documents can be displayed via transaction FB03. In this transaction it is possible to execute the following two operations.
1. Manual credit debit linkage
Display payment item -> Button ‘Addtnl components’ -> Button ‘Assign Credit Memo’ (product FI-CDA)
2. Transfer payment to CRM for the Chargeback Recovery Process
Display payment item -> Button ‘Addtnl components’ -> Button ‘Create CRM Recovery’ (product FI-CCM)
In certain cases those two operations are not available. The reason is that consistency checks hide the two buttons in cases where the execution of the operation does not make sense. This is to ensure the financial integrity.
Solution
Cases when the operations ‘Assign Credit Memo’ and/or ‘Create CRM Recovery’ are not available.1. Products not activated
Both operations are only available if their respective product (FI-CDA or FI-CCM) is activated.2. Credit items
Both operations are only available for credit items.3. Credit item is cleared already
If a credit item is cleared already, it may neither be assigned to a debit nor can it be transferred to CRM.4. Credit item is assigned already
If a credit item is assigned to a debit (via operation 1), it may not be transferred to CRM.5. Credit is not a payment
Only payments are transferred to CRM in the SAP standard solution. The BAdI FDM_AR_CCM_PAYMENT_CHECK checks if an accounting document is a payment. With a customer implementation it is possible to override the SAP standard logic and allow also credit memos to be transferred. It should be noted that in this case the credit memos are treated as payments and that the key figure ‘Paid’ is used in the dispute case instead of ‘Credited’.6. Payment item is processed in CRM
If a payment item is processed in CRM (operation 2), the manual credit debit linkage (operation 1) is not available.7. Original payment item is processed in CRM
Both operations are not available for a split payment item, if the original payment was transferred to CRM. It should be noted that this is a very rare case.
Diagnosis:
Payments can be split. For example, this happens if a payment is manually transferred to a different account. The original payment is cleared by the split. It is an inconsistent state, if a split item was created although the original item is still processed in CRM.
System Response:
In order to prevent the execution of a follow-up process in this inconsistent state, neither the manual credit debit linkage (operation 1) nor the transfer to CRM (operation 2) are available in this scenario.
Procedure:
In order to restore a consistent state customers will have to perform one of the following manual operations.a) Customers can get back to the state before the payment split. This can be achieved by reversing the clearing, which will open up the original payment so that the CRM system can continue with the processing of the original payment.b) Alternatively, the CRM recovery can be cancelled and deleted in CRM. This will return the control back to ERP so that the customer can continue with the processing of the payment split.
Recommendations:
SAP has the following two recommendations, which will prevent the inconsistent state in most cases.a) There is a check that prevents the clearing of the original payment while it is processed in CRM. This check is active in the SAP standard. However, it can be switched off in customizing. Please refer to the long-text of message CRM_CCM_RECOVERY 120 for more details. SAP recommends not to switch off this check.b) After the CRM recovery is released, the following two reports have to be executed in the given order. SAP recommends to schedule a periodical and frequent execution of the two reports.
1. FOAP_PROCESS_PAYMENT_ADVICES
2. FOAP_PROCESS_INVOICES