Customer Material Info Record Not Applied in Order

Customer service enters an order and the line does not show the delivery priority or the partial delivery tolerance the customer always gets. Sometimes the complaint is narrower: the customer's own material number, which is supposed to translate automatically into the internal material number, is rejected or left blank on the line. The customer calls asking why their shipment came in one box instead of split as agreed, or why the invoice shows the wrong material description on the line item. The order taker insists the customer material info record 'is definitely there' because someone maintained it last month, so the assumption is that the system has a bug rather than a mismatch between what was set up and what the order actually carries.

Pull the order line and note the sold-to party, sales organization, distribution channel, material number, and document date exactly as they exist on the document. Look up the customer material info record using that same combination and show either that no record exists for that exact key, or that a record exists but with a different sales area, different customer number, or a validity window that excludes the order date. If material determination is suspected, show the material on the line before and after the determination step to prove a substitution occurred ahead of the info record read.

Key mismatches, missing customer material number entries, and validity date problems are pure master data corrections: change the record directly in the maintenance transaction and re-create or re-price the affected order line. No transport is needed and the fix is immediate once saved. If material determination or listing is substituting the material before the info record is read, the fix depends on whether that substitution is intended; if it is not, the material determination condition record is the thing to correct, again a data change. If the document type or item category is configured to skip the shipping data read for that transaction type, that is a configuration change in the IMG for the relevant item category or document type settings, and it requires a transport through the normal change path since it affects every order created with that type, not just the one in front of the consultant. If the field on the order line was manually overwritten, the correction is to reset the field or recreate the line so the system reads from the info record again; training the order-entry team not to hand-key values the master record should be supplying is the durable fix.

The reflex fix is to manually type the delivery priority, tolerance percentages, or customer material description into the order line to get the document out the door. This closes today's order but leaves the underlying info record mismatch untouched, so the next order for the same customer hits the identical gap. Worse, once a field is manually overwritten on a line, the system treats it as a user entry and stops re-reading the info record for that field on later changes to the same document, which can produce a second, harder-to-explain inconsistency if the master record is corrected afterward but the open order never picks up the fix.

Maintenance of the customer material info record itself is a sales administration or customer master data ownership item, usually the same team that maintains customer masters and pricing conditions. Configuration of document type or item category behavior around shipping data determination belongs to the SD functional configuration team and needs a transport. The handover note should carry the order number, sold-to party, sales area, material number as entered and as expected, and the info record key that either does not exist or does not match.