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EHP5 for SAP ERP

6.0

September 2011English

Advanced ReturnsManagement – CustomerReturns (737)

SAP AGDietmar-Hopp-Allee 16610 !all"orf German#

$%siness Pro&ess Do&%mentation

8/12/2019 737_ERP605_BPD_EN_RU


SAP Best Practices A"'an&e" Ret%rns (anagement ) *%stomer Ret%rns +,,/ $PD

Copyright

2011 SAP AG. All rights reser'e".

o part of this p%bli&ation ma# be repro"%&e" or transmitte" in an# form or for an# p%rpose itho%t thee3press permission of SAP AG. 4he information &ontaine" herein ma# be &hange" itho%t prior noti&e.

Some softare pro"%&ts marete" b# SAP AG an" its "istrib%tors &ontain proprietar# softare &omponentsof other softare 'en"ors.

(i&rosoft !in"os E3&el 7%tloo an" PoerPoint are registere" tra"emars of (i&rosoft *orporation.

8$( D$2 D$2 9ni'ersal Database S#stem i S#stem i5 S#stem p S#stem p5 S#stem 3 S#stem :S#stem :10 S#stem : :10 : iSeries pSeries 3Series :Series eSer'er :;<( :;7S i5;7S S;07S;0 7S;=00 AS;=00 S;0 Parallel Enterprise Ser'er Poer<( Poer Ar&hite&t%re P7!ER6>P7!ER6 P7!ER5> P7!ER5 P7!ER 7penPoer PoerP* $at&hPipes $la"e*enter S#stem

Storage GP?S HA*(P RE4A8 D$2 *onne&t RA*? Re"boos 7S;2 Parallel S#sple3 (<S;ESA A8@ 8ntelligent (iner !ebSphere etfinit# 4i'oli an" 8nformi3 are tra"emars or registere" tra"emars of8$( *orporation.

in%3 is the registere" tra"emar of in%s 4or'al"s in the 9.S. an" other &o%ntries.

A"obe the A"obe logo A&robat PostS&ript an" Rea"er are either tra"emars or registere" tra"emars of A"obe S#stems 8n&orporate" in the 9nite" States an";or other &o%ntries.

7ra&le an" Ba'a are registere" tra"emars of 7ra&le.

98@ @;7pen 7S?;1 an" (otif are registere" tra"emars of the 7pen Gro%p.

*itri3 8*A Program eighborhoo" (eta?rame !in?rame <i"eo?rame an" (%lti!in are tra"emars or

registere" tra"emars of *itri3 S#stems 8n&.

H4( @( @H4( an" !* are tra"emars or registere" tra"emars of !*C !orl" !i"e !eb*onsorti%m (assa&h%setts 8nstit%te of 4e&hnolog#.

SAP R; SAP et!ea'er D%et PartnerE"ge $#Design SAP $%siness7be&ts E3plorer Stream!orSAP HAA an" other SAP pro"%&ts an" ser'i&es mentione" herein as ell as their respe&ti'e logos aretra"emars or registere" tra"emars of SAP AG in German# an" other &o%ntries.

$%siness 7be&ts an" the $%siness 7be&ts logo $%siness7be&ts *r#stal Reports *r#stal De&isions!eb 8ntelligen&e @&elsi%s an" other $%siness 7be&ts pro"%&ts an" ser'i&es mentione" herein as ell astheir respe&ti'e logos are tra"emars or registere" tra"emars of $%siness 7be&ts Softare t". $%siness7be&ts is an SAP &ompan#.

S#base an" A"apti'e Ser'er iAn#here S#base 65 S An#here an" other S#base pro"%&ts an"ser'i&es mentione" herein as ell as their respe&ti'e logos are tra"emars or registere" tra"emars ofS#base 8n&. S#base is an SAP &ompan#.

All other pro"%&t an" ser'i&e names mentione" are the tra"emars of their respe&ti'e &ompanies. Data&ontaine" in this "o&%ment ser'es informational p%rposes onl#. ational pro"%&t spe&ifi&ations ma# 'ar#.

4hese materials are s%be&t to &hange itho%t noti&e. 4hese materials are pro'i"e" b# SAP AG an" itsaffiliate" &ompanies +FSAP Gro%pF for informational p%rposes onl# itho%t representation or arrant# ofan# in" an" SAP Gro%p shall not be liable for errors or omissions ith respe&t to the materials. 4he onl#arranties for SAP Gro%p pro"%&ts an" ser'i&es are those that are set forth in the e3press arrant#statements a&&ompan#ing s%&h pro"%&ts an" ser'i&es if an#. othing herein sho%l" be &onstr%e" as&onstit%ting an a""itional arrant#.

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Icons

Icon Meaning

*a%tion

E3ample

ote

Re&ommen"ation

S#nta3

E3ternal Pro&ess

$%siness Pro&ess Alternati'e;De&ision *hoi&e

Typographic Conventions

Type Style escription

Example text !or"s or &hara&ters that appear on the s&reen. 4hese in&l%"e fiel"

names s&reen titles p%shb%ttons as ell as men% names paths an"options.

*ross-referen&es to other "o&%mentation.

E3ample te3t Emphasi:e" or"s or phrases in bo"# te3t titles of graphi&s an" tables.

E@A(PE 4E@4 ames of elements in the s#stem. 4hese in&l%"e report namesprogram names 4ransa&tion &o"es table names an" in"i'i"%al e#or"s of a programming lang%age hen s%rro%n"e" b# bo"# te3t fore3ample SEE*4 an" 8*9DE.

Example text S&reen o%tp%t. 4his in&l%"es file an" "ire&tor# names an" their pathsmessages so%r&e &o"e names of 'ariables an" parameters as ell asnames of installation %pgra"e an" "atabase tools.

EXAMPLE TEXT e#s on the e#boar" for e3ample f%n&tion e#s +s%&h as F2 or theENTER e#.

Example text E3a&t %ser entr#. 4hese are or"s or &hara&ters that #o% enter in thes#stem e3a&tl# as the# appear in the "o&%mentation.

<Example text> <ariable %ser entr#. Pointe" bra&ets in"i&ate that #o% repla&e theseor"s an" &hara&ters ith appropriate entries.

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Contents

1 P%rpose...................................................................................................................................... 5

2 Prere%isites............................................................................................................................... ,

2.1 SAP (en% an" Path Des&ription ........................................................................................ ,

2.2 (aster Data an" 7rgani:ational Data.................................................................................,

2. $%siness *on"itions............................................................................................................ I

2.= Roles................................................................................................................................... I

Pro&ess 7'er'ie 4able.............................................................................................................

.1 A"'an&e" Ret%rns (anagement/ A"'an&e" oti&e ...........................................................

.2 A"'an&e" Ret%rns (anagement/ Arti&le Re&ei'e" ............................................................

= A"'an&e" Ret%rns (anagement/ A"'an&e" oti&e..................................................................10

=.1 *reating Ret%rns 7r"er..................................................................................................... 10

=.2 Displa#ing Ret%rns 7'er'ie for *%stomer Ret%rns ........................................................12

=. Post Goo"s Re&eipt.......................................................................................................... 1

=.= Displa#ing Ret%rns 7'er'ie for *%stomer Ret%rns.........................................................1=

=.5 Performing Arti&le 8nspe&tion in the !areho%se ...............................................................1=

=.6 Displa#ing Ret%rns 7'er'ie for *%stomer Ret%rns.........................................................1,

=., Determining *%stomer Ref%n" an" *reate *re"it (emo Re%est +*(R........................1,

=.I Displa#ing Ret%rns 7'er'ie for *%stomer Ret%rns.........................................................1

=. $illing of *re"it (emo Re%est ........................................................................................ 1

=.10 Displa#ing Ret%rns 7'er'ie for *%stomer Ret%rns.......................................................20

5 A"'an&e" Ret%rns (anagement/ *%stomer at the &o%nter .....................................................21

5.1 *reating Ret%rns 7r"er..................................................................................................... 21

5.2 Printing or"er &onfirmation ...............................................................................................2

5. Displa#ing Ret%rns 7'er'ie for *%stomer Ret%rns.........................................................2=

5.= Performing Arti&le 8nspe&tion in the !areho%se ...............................................................25

5.5 Determining *%stomer Ref%n" an" *reate *re"it (emo Re%est +*(R........................26

5.6 $illing of *(R.................................................................................................................... 2I

5., Displa#ing Ret%rns 7'er'ie for *%stomer Ret%rns.........................................................2I

6 ?ollo-%p Pro&esses................................................................................................................. 2

6.1 A&&o%nts Re&ei'able +15,...............................................................................................0

, Appen"i3................................................................................................................................... 0

,.1 Re'ersal of Pro&ess Steps................................................................................................0

,.2 Reports.............................................................................................................................. 1

,. 9se" ?orms....................................................................................................................... 2

I Defining %eries for Personal 7be&t !orlist +P7!............................................................2

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Advanced Returns Management – CustomerReturns

! "urpose

Jo% &an %se this b%siness pro&ess to manage &%stomer ret%rns in SAP ERP. *%stomer ret%rnsin'ol'e the ret%rns of goo"s from a non &%stomer to either a &ompan# lo&ation or an e3ternal'en"or.

4he b%siness pro&ess for a &%stomer ret%rns b%siness transa&tion ala#s starts ith the &reationof a ret%rns or"er in SAP ERP. Jo% &an spe&if# an e3isting sales or"er or a &orrespon"ing billing"o&%ment +in'oi&e as the referen&e for a ret%rns or"er. S%bse%ent pro&ess steps in'ol'e theinitial ph#si&al ret%rn of arti&les from the &%stomer site logisti&al follo-%p a&ti'ities for theret%rne" arti&les an" "etermination of the &%stomer ref%n". 8n e'er# phase of the b%sinesspro&ess #o% &an monitor ret%rns pro&essing for e3ample b# "ispla#ing all asso&iate""o&%ments.

*%stomer ret%rns pro&esses &an be short an" simple or &omple3 an" fragmente". An e3ample ofa simple &%stomer ret%rns pro&ess is the ret%rn of arti&les in their original pa&aging to the&o%nter. 4he ret%rne" arti&les &an be poste" to %nrestri&te"-%se sto& an" the &%stomer &animme"iatel# get his mone# ba&. *%stomer ret%rns pro&esses get more &omple3 if the ret%rne"arti&les ha'e to be forar"e" to another lo&ation or to a 'en"or for e3ample for inspe&tion. 8nthe latter &ase the pro&ess also in&l%"es %s%all# as an interme"iate step finan&ial settlementith the 'en"or.

4his "o&%ment fo&%ses on the to most important ret%rn s&enarios/

• Advanced Returns Management# Advanced $otice

8n this s&enario the &%stomer &onta&ts his lo&al bran&h or "istrib%tion &enter an" informs the

internal sales representati'e that he ants to ret%rn some goo"s that are still at the &%stomer

site. 4he sales representati'e &reates a ret%rns or"er to initiate the ret%rn of arti&les to one of

the &ompan#Ks lo&ations%

• Advanced Returns Management# Article Received & Customer at the Counter

8n this s&enario #o% ha'e alrea"# re&ei'e" the arti&le hen #o% &reate the ret%rns or"er totrigger the &%stomer ret%rns pro&ess. 4he &%stomer has either ret%rne" the goo"s to the &o%nter"ire&tl# or has sent the arti&les to one of #o%r &ompan#Ks lo&ations itho%t a"'an&e" noti&e 4helater &ase also in&l%"es the s&enario that the &%stomer gi'es the goo"s hi&h he ants to ret%rnto #o%r asso&iates hen the# are at the &%stomer site for a normal "eli'er#.

4here are f%rther ret%rns s&enarios for more spe&ifi& sit%ations s%&h as

- Dire&t ret%rn to 'en"or +from the &%stomer site

- 8nspe&tion at &%stomer site

- Arti&le still %nnon

hi&h are not &onsi"ere" in this "o&%ment.

4o be able to &reate a ret%rns or"er ith referen&e to a sales or"er or the &orrespon"ing in'oi&e+billing "o&%ment e3e&%te Sales Order Management Step 4.1 Alternative 1: Standard Order +,1 an" 6.= ith at least 2 "ifferent line items prior to this b%siness pro&ess.

"rocess 'lo

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4he &%stomer ret%rns pro&ess flo &omprises the folloing basi& pro&ess steps/

• Create returns order

Jo% &an &reate the ret%rns or"er ith referen&e to an e3isting sales or"er or the &orrespon"ingbilling "o&%ment +in'oi&e or itho%t an# referen&e. Jo% spe&if# the ret%rns-spe&ifi& "ata for

Advanced Returns Management on the Returns tab page.

• Create returns delivery and post goods receipt

!hen #o% sa'e the ret%rns or"er the s#stem &reates a ret%rns "eli'er# for the ret%rns or"era%tomati&all#. !hen #o% re&ei'e the arti&les into the areho%se after a shipment from the&%stomer site #o% post the goo"s re&eipt as part of ret%rns "eli'er# pro&essing. 8n the AdvancedReturns Management: Article Received s&enario in hi&h #o% sele&t the Article Received&he&bo3 for ret%rns or"er items the s#stem posts the goo"s re&eipt for the &orrespon"ingret%rns "eli'er# a%tomati&all#. 8n *%stomi:ing #o% &an spe&if# the storage lo&ation an" the sto&t#pe for the sto& of ret%rne" arti&les. Jo% &an mae these spe&ifi& sto& settings for thelogisti&al follo-%p a&ti'ities Receive into Plant Immediately Move to ree Availa!le Stoc" Immediately Move to Scrap an" Immediately Move to Speci#ied Stoc" .

• "erorm article inspection

Jo% inspe&t the ret%rne" arti&les in the areho%se for the ret%rns "eli'er# %sing the spe&ifi& Article Inspection in $are%ouse transa&tion. Jo% &an enter a single inspe&tion res%lt for thehole ret%rns "eli'er# or han"ling %nit +"ata entr# on hea"er le'el or #o% &an enter "ifferentinspe&tion res%lts for the ret%rns "eli'er# items +"ata entr# on item le'el. Jo% &an e'en split aret%rns "eli'er# item if the inspe&tion re'eals that s%b%antities of the ret%rne" arti&le ha'e"ifferent &on"itions.

• eine logistical ollo*up activities

Jo% "efine logisti&al follo-%p a&ti'ities at hea"er le'el at item le'el or at split-item le'el. !hen#o% &onfirm these a&ti'ities the s#stem &reates the rele'ant follo-%p "o&%ments a%tomati&all#.

Jo% ha'e the folloing options/

• P%taa# ) transfer ret%rne" arti&le to the %nrestri&te"-%se sto&

• S&rap the ret%rne" arti&le

• 4ransfer ret%rne" arti&le to spe&ifie" sto&L e3ample/ $-sto& for slightl# "amage"

arti&les

• ?orar" ret%rne" arti&le to another store or D*

• ?orar" ret%rne" arti&le to an e3ternal 'en"or

• Sen" ba& ret%rne" arti&le to &%stomer

• Sen" ba& arti&le to last plant +after a store ret%rn

• Create credit memo re+uest

8f #o% sele&t &y 'redit Memo Re(uest or A#ter Receipt o# 'redit Memo as the ref%n" &ontrol in aret%rns or"er item #o% m%st %se the 'ustomer Re#und )etermination transa&tion to &reate a&re"it memo re%est for the &%stomer.

• Create credit memo

8f #o% sele&t Immediately as the ref%n" &ontrol in ret%rns or"er items #o% &reate a &re"it memofor those items. 8f #o% mae the appropriate settings in *%stomi:ing the s#stem &reates the&re"it memo a%tomati&all# hen #o% sa'e the ret%rns or"er.

8n a""ition #o% &reate &re"it memos for the &re"it memos re%ests hi&h #o% poste" in the'ustomer Re#und )etermination transa&tion.

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• Monitor customer returns processes

A"'an&e" Ret%rns (anagement offers #o% a spe&ifi& Returns Overvie* #or 'ustomer Returnstransa&tion hi&h allos #o% to monitor all the "o&%ments asso&iate" ith a &%stomer ret%rns

b%siness transa&tion. 8n a""ition #o% &an &he& the o'erall pro&essing stat%s the logisti&alpro&essing stat%s an" the ref%n"ing stat%s.

, "rere+uisites

,%! SA" Menu and "ath escription

4he path "es&riptions in this "o&%ment refer to the SAP Easy Access SAP Retail men%.

SA" -CC menu SAP Easy Access SAP Retail men% +!104

,%, Master ata and .rgani/ational ata

SAP $est Pra&ti&es for Retail "eli'ers three sets of master "ata ?ashion Har" Goo"s an" ?oo"hi&h are alrea"# &reate" in #o%r s#stem along ith &ommon organi:ational "ata. 8n &ase not allmaster "ata sets ha'e been installe" in #o%r s#stem #o% &an repla&e the Har" Goo"s arti&les%se" in this b%siness pro&ess "o&%mentation ith respe&ti'e arti&les from the ?oo" or ?ashionmaster "ata sets.

Arti&le information/

Master & org% data 0alue Master & .rg% data details

Arti&le +?ashion P*S-01-AR4111

+%se 'ariants

P*S-01-AR4111001 ) P*S-01- AR411100I

Arti&le +Har"Goo"s P*S-01-AR4=11

P*S-01-AR4=12

P*S-01-AR4=1

P*S-01-AR4=1=

P*S-01-AR4=15

Arti&le +?oo" P*S-01-AR421

P*S-01-AR422

P*S-01-AR42

P*S-01-AR42=

P*S-01-AR425

Site <M01 $P <M

Storage o&ation 100, P*S *%st.Ret%rns

Sol"-to-part# P*S-*01 *9S47(ER1 ?7R SAES7RDER

Ship-to-part# P*S-*01 *9S47(ER1 ?7R SAES7RDER

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Master & org% data 0alue Master & .rg% data details

Shipping Point <S01 Shipping Point Retail

Sales 7rgani:ation 1000 Dom. Sales 7rg

Distrib%tion *hannel 20 !holesale

Di'ision 10 Di'ision 10

Additional eault 0alues

Jo% &an test the s&enario ith other SAP $est Pra&ti&es "efa%lt 'al%es that ha'e the same&hara&teristi&s. *he& #o%r SAP E** s#stem to fin" o%t hi&h other arti&le master "ata e3ists.

,%3 1usiness Conditions

4he b%siness pro&ess "es&ribe" in this &usiness Process Do&%mentation is part of a bigger&hain of integrate" b%siness pro&esses or s&enarios. As a prere%isite #o% m%st ha'e&omplete" the b%siness pro&esses beforehan" an" f%lfille" the folloing b%siness &on"itionsbefore #o% &an start going thro%gh this s&enario.

4o e3e&%te this a&ti'it# refer to $%siness Pro&ess Do&%mentation for Sales Order Management+,-1. E3e&%te all the s&enario steps "es&ribe" in &hapter 4.1 Alternative 1: Standard Order an"pro&ee" &reating a &illing )ocument "es&ribe" in &hapter 6.=. *reate at least 2 "ifferent lineitems %sing t%e articles/ suc% as t%e data in t%e ta!le !elo*.

Article 2uantity Comment

P*S-01-AR4=11 +Har"goo"s

P*S-01-AR4=12+Har"goo"s

10

12

,% Roles4se

4he roles liste" in the table belo m%st be assigne" to #o%r logon %ser to be able to test thisb%siness pro&ess in the et!ea'er $%siness *lient +!$*. Jo% onl# nee" the roles if #o% %sethe !$* interfa&e. Jo% "o not nee" them if #o% %se the stan"ar" SAP G98.

"rere+uisites

4he roles m%st ha'e been installe" in the SAP et!ea'er $%siness *lient.

1usiness Role Technical $ame "rocess Step Transaction

Sales A"ministrator SAPN$PRNSAESPERS7NS

*reate Ret%rns 7r"erPrint Ret%rns or"er

<A01 <A02<A0

Sales A"ministrator+D8?(

SAPN$PRNSAESPERS7ND8?(N S

Displa# Ret%rns 7'er'ie (SRN4R*N*

!areho%se *ler SAPN$PRN!AREH79SE*ERNS

Post Goo"s Re&eipt <02

!areho%se *ler+D8?(

SAPN$PRN!AREH79SE*ERND8?(NS

Perform Arti&le 8nspe&tion in the!areho%se

(SRN8SP!H

Sales $illing +D8?( SAPN$PRN$88

GND8?(NS

Determine *%stomer Ref%n"

an" *reate *re"it (emoRe%est +*(R

(SRN*RD

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1usiness Role Technical $ame "rocess Step Transaction

$illing A"ministrator SAPN$PRNSAESPERS7NR4NS

$illing of *(R <?0=

3 "rocess .vervie Ta5le

3%! Advanced Returns Management# Advanced $otice

"rocess step 1usinesscondition

1usiness role Transactioncode

-6pected results

*reate ret%rns or"er

*reate ret%rns

"eli'er# in theba&gro%n"

*%stomerre%est toret%rn goo"s

Sales A"ministrator

<A01 Ret%rns or"er an"ret%rns "eli'er#&reate"

(onitor ret%rnspro&ess

See o'er'ieof ret%rnspro&ess

Sales A"ministrator

(SRN4R*N*

Post goo"s re&eipt *%stomersent ret%rns

!areho%se *ler <02 4he goo"s re&eipt isposte"

Perform arti&leinspe&tion in theareho%se

8nspe&tion !areho%se *ler (SRN8SP!H 8nspe&tion res%ltsentere" an" logisti&alfollo-%p a&ti'ities"efine"



Sales A"ministrator

(SRN4R*N*

Determine &%stomerref%n"

*reation*re"it (emoRe%est

Sales $illing (SRN*RD *re"it memo re%est+*(R &reate"

$illing of *(R $illing A"ministrator

<?0= *re"it memo poste""o&%ment printe"

3%, Advanced Returns Management# Article Received



-6pected results

*reate ret%rnsor"er

*reate ret%rns"eli'er# in theba&gro%n"

*%stomerre%est toret%rn goo"s

Sales A"ministrator

<A01

Print ret%rns or"er Print ret%rnsor"er

Sales A"ministrator

<A0 Sales or"er is printe"


See o'er'ieof ret%rns

pro&ess

Sales A"ministrator

(SRN4R*N*

Perform arti&le 8nspe&tion !areho%se *ler (SRN8SP!H 8nspe&tion res%lts

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-6pected results

inspe&tion in theareho%se

entere" an" logisti&alfollo-%p a&ti'ities

"efine"

Determine&%stomer ref%n"

*reation *re"it(emo Re%est

Sales $illing (SRN*RD *re"it memo re%est+*(R &reate"



Sales A"ministrator

(SRN4R*N*

$illing of *(R $illing A"ministrator

<?0= *re"it memo poste""o&%ment printe"

Advanced Returns Management# Advanced$otice

8n this s&enario the &%stomer &onta&ts his lo&al bran&h or "istrib%tion &enter an" informs the

internal sales representati'e that he ants to ret%rn some goo"s that are still at the &%stomer

site. 4he sales representati'e &reates a ret%rns or"er to initiate the ret%rn of arti&les to one of

the &ompan#Ks lo&ations. After the arti&les ha'e arri'e" in the &ompan#Os lo&ation a areho%se

orer in role of the inspe&tor performs the arti&le inspe&tion as basis for f%rther logisti&al

steps of the ret%rne" arti&les an" the finan&ial settlement ith the &%stomer. He enters re%ire"

"ata in the s#stem %sing the ne Article Inspection in $are%ouse transa&tion. !hen he

&onfirms the logisti&al follo-%p a&ti'ities in this transa&tion the s#stem &reates the logisti&al

follo-%p "o&%ments a%tomati&all#. After the &ompletion of the logisti&al a&ti'ities the internalsales representati'e or a spe&ialist in the role of a ret%rns manager "efines the ref%n" for the

&%stomer %sing the ne 'ustomer Re#und )etermination transa&tion. As interme"iate steps

#o% &an %se the ne Returns Overvie* #or 'ustomer Returns transa&tion to monitor the hole

ret%rns pro&ess an" all asso&iate" "o&%ments in the "ifferent pro&ess phases.

%! Creating Returns .rder

4se

8n this pro&ess step #o% &reate the ret%rns or"er to trigger the &%stomer ret%rns pro&ess in thes#stem.

"rere+uisites

Jo% &an &reate the ret%rns or"er to a pre&e"ing sales or"er or the &orrespon"ing billing"o&%ment. 8n this Advanced Returns Management: Advanced 0otice pro&ess 'ariant e &reatethe ret%rns or"er ith referen&e to a billing "o&%ment.

"rocedure

1. A&&ess the transa&tion &hoosing one of the folloing na'igation options/

.ption !# SA" raphical 4ser Interace (SA" 4I)

SA" -CC menu ogistics Retailing Sales Sales Order Order 'reateTransaction code <A01

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.ption ,# SA" $et8eaver 1usiness Client (SA" $81C)

1usiness role Sales A"ministrator

+SAPN$PRNSAESPERS7NS

1usiness role menu Sales Sales Orders Sales Order Processing 2'reate SalesOrder +3A1

2. 7n the 'reate Sales Order: Initial Screen mae the folloing entries/

'ield name 4ser Action and 0alues Comment

Order 5ype YRE2 A"'an&e" Ret%rns

Sales Organi6ation 1000

)istri!ution '%annel 20

)ivision 10

. *hoose 'reate *it% Re#erence.

=. 8n the 'reate *it% Re#erence "ialog bo3 enter the billing "o&%ment n%mber on the &ill)octab page an" then &hoose Item selection.

5. 7n the folloing 'reate *it% Re#erence s&reen sele&t the items to be referen&e" an"&hoose 'opy .

6. 7n the 'reate Advanced Returns: Overvie* s&reen mae the folloing entries/

'ield name 4ser action and values Comment

Article PCS-01-ART411 (Hardgoods) Arti&le alrea"# been &opie" fromthe referen&e "o&%ment

Order (uantity 10 *opie" from the referen&e"o&%ment. Sales %antit# an"

ret%rne" %antit# are i"enti&al

Return Reason 001 Cstomer ordered too

m!"

ollo*78p Act. 0001 Re!e#$e #%to Pla%t

Re#und 'ontrol R &' Cred#t emo Reest Ref%n" "etermination later

,. (ae the folloing entries for the arti&le in the se&on" line %se 0ext Item in the Returns tabto &hange to se&on" line


Article PCS-01-ART412 (Hardgoods) Arti&le alrea"# been &opie" from

the referen&e "o&%mentOrder (uantity 12 *opie" from the referen&e

"o&%ment. Sales %antit# an"ret%rne" %antit# are i"enti&al

Return Reason 00* Prod!t damaged


Re#und 'ontrol R &' Cred#t emo Reest Ref%n" "etermination later

I. Do%ble-&li& the first line item an" na'igate to the S%ipping tab page an" initiali:e theStor.ocation fiel" for all lines items. 9se 0ext Item to "ispla# the se&on" line item an" again"elete the storage lo&ation on the S%ipping tab page.

. *hoose Save. (ae a note of the ret%rns or"er n%mber here/ NNNNNNNNNNNNNNNNNNNNNN

10. *hoose &ac" +- to the SAP Easy Access s&reen +SAP G98.

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7r

*hoose Exit +S%i#t9- an" &onfirm the &usiness client message ith es to ret%rn to SAP;ome +SAP et!ea'er $%siness *lient.

ResultJo% ha'e &reate" a ret%rns or"er to initiate the &%stomer ret%rns pro&ess. 4he s#stem has&reate" the ret%rns "eli'er# as logisti&al follo-%p "o&%ment a%tomati&all#.

%, isplaying Returns .vervie or Customer Returns

4se

!ith the Returns Overvie* #or 'ustomer Returns transa&tion #o% monitor the progress of #o%r&%stomer ret%rns pro&esses.

4he Ret%rns 7'er'ie s&reen &omprises fo%r areas. 8n the sele&tion s&reen area #o% enter

appropriate sele&tion &riteria to sele&t the &%stomer ret%rns pro&esses #o% ant to monitor. A&%stomer ret%rns pro&ess is represente" b# the initial ret%rns or"er. 8n the area on the right theres%lt of #o%r sele&tion is "ispla#e". 4he ;eader ist &ontains the ret%rns or"er "o&%ments thatmeet #o%r sele&tion &riteria. 4he Item ist shos the items of the ret%rns or"er "o&%mentsele&te" in the hea"er list. 4he )etail 5ree "ispla#s all the ret%rn steps +follo-%p "o&%mentsasso&iate" ith a ret%rns or"er item that #o% ha'e sele&te" in the item list.

At this stage of the &%stomer ret%rns pro&ess #o% &ontrol the &reation of the ret%rns or"er an"the ret%rns "eli'er#. 8n a""ition #o% &an &he& hi&h are the ne3t steps in the pro&ess.

"rocedure



SA" -CC menu ogistics→ Retailing → Sales → Sales Order → Environment

→ Advanced Returns Management→ )isplay 'ustomer Returns

Overvie*

Transaction code (SRN4R*N*


1usiness role Sales A"ministrator +D8?(+SAPN$PRNSAESPERS7ND8?(NS

1usiness role menu Sales Sales Orders Returns 5rac"ing o# 'ustomerReturns

2. 7n the Returns Overvie* #or 'ustomer Returns s&reen mae the folloing entries in thesele&tion s&reen area in the left.

'ield name 4ser action and values

Sales )ocument Qret%rns or"er n%mber from pre'io%s step

. *hoose Execute.

=. 4o see the "etails of the se&on" item sele&t this item in the Item ist an" &hoose )isplay)etails.

5. (ae a note of #o%r ret%rns "eli'er# n%mber/NNNNNNNNNNNNNNNNNNNNNNNN

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Jo% &an na'igate to all "o&%ments in the ret%rns pro&ess b# "o%ble &li&ing theret%rns step or b# &li&ing the h#perlin on the "o&%ment n%mber.


7r


Result

Jo% &an see the ret%rns step Returns )elivery ith pro&essing stat%s )ocument created asa%tomati&all# &reate" for the Returns Order . 4he o'erall Processing Status is Processincomplete. 4he 'redit Memo Re(uest an" <oods Receipt ret%rn steps are "ispla#e" ith stat%s)ocument not yet created . 8n e'er# step of the pro&ess #o% &an &reate the &re"it memo re%estan" ref%n" the &%stomer.

4he ne3t step is no the Post <oods Receipt for the ret%rns "eli'er# relate" to the ret%rns or"eras part of ret%rns "eli'er# pro&essing.

%3 "ost oods Receipt

4se

!hen the arti&les arri'e in the spe&ifie" re&ei'ing lo&ation #o% &an post the goo"s re&eipt b#pro&essing the a%tomati&all# &reate" ret%rns "eli'er# from the last pro&ess step.

A&&or"ing to the &%stomi:ing settings for the b%siness pro&ess ret%rne" arti&les are poste" to aret%rns sto& ith sto& t#pe &loc"ed Stoc" . As this ret%rns sto& is 'al%ate" %s%al a&&o%ntingan" &ontrolling "o&%ments are generate" in the ba&gro%n" an" relate" to the arti&le "o&%ment.

"rocedure1. A&&ess the transa&tion &hoosing one of the folloing na'igation options/


SA" -CC menu ogistics Retailing Merc%andise ogistics ogistics Execution Out!ound Process <oods Issue #or Out!ound )elivery Out!ound )elivery '%ange Single )ocument

Transaction code <02


1usiness role !areho%se *ler

+SAPN$PRN!AREH79SE*ERNS

1usiness role menu $are%ouse Management S%ipping Out!ound )elivery '%ange )elivery

2. (ae the folloing entries/


Out!ound )elivery Q"eli'er# "o&%ment n%mber from last step

. *hoose Enter .

=. 7n the Adv. Returns )elivery xxxxxxxxx '%ange: Overvie* s&reen go to the Pic"ing tabpage. Enter the re&ei'e" %antit# hi&h is i"enti&al to the "eli'er# %antit#/


Pic"ed =ty Qre&ei'e" %antit#

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5. *hoose Post <oods Receipt .


7r


Result

Jo% ha'e poste" the goo"s re&eipt for the ret%rns "eli'er#.

4he blo&e" sto& is +%s%all# not rele'ant for (RP an" A4P +A'ailable to Promise.4his means that the blo&e" %antit# ill not be a'ailable for other &%stomer or"ers.

% isplaying Returns .vervie or Customer Returns

4se

8n this step #o% &an &he& the progress of #o%r ret%rns pro&ess. 8n parti&%lar #o% &an &he& the&reation of the follo-%p "o&%ments.

"rocedure

Please refer to the pro&e"%re "es&ription in &hapter =.2.

Result At this stage of the &%stomer ret%rns pro&ess #o% &ontrol the &reation of the goo"s re&eipt"o&%ment. 8n a""ition #o% &an &he& hi&h are the ne3t steps in the pro&ess. 4he ret%rns stepInspection an" 'redit Memo Re(uest is "ispla#e" ith pro&essing stat%s )ocument not yetcreated .

4he ne3t step is no to perform Article Inspection in t%e $are%ouse

%9 "erorming Article Inspection in the 8arehouseJo% perform arti&le inspe&tion in areho%se to fin" o%t the stat%s of the ret%rne" arti&les asbasis for f%rther logisti&al steps an" the finan&ial settlement ith the &%stomer. Arti&le inspe&tionin the areho%se is %s%all# performe" b# a spe&iali:e" areho%se orer the inspe&tor.

Jo% enter the res%lt of #o%r arti&le inspe&tion in the s#stem %sing the Article Inspection in$are%ouse transa&tion. Here #o% also "efine an" &onfirm logisti&al follo-%p a&ti'itiesL eithertogether ith the re&or"ing of inspe&tion res%lts or as a separate step. !hen #o% &onfirm thelogisti&al follo-%p a&ti'ities the s#stem &reates the &orrespon"ing follo-%p "o&%mentsa%tomati&all#.

4se

8n this pro&ess step #o% enter inspe&tion res%lts for ret%rne" arti&les an" #o% "efine logisti&alfollo-%p a&ti'ities to mo'e the arti&les to the final "estination.

4he &%stomer has ret%rne" the arti&les as follos/

:ine Item Article 2uantity & Article condition

10 P*S-01-AR4=11 +Har"goo"s 10 are 7

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:ine Item Article 2uantity & Article condition

20 P*S-01-AR4=12+Har"goo"s 12 total

I are 7 an" = are not 7

"rere+uisites

Jo% &an onl# enter inspe&tion res%lts for ret%rns "eli'eries for hi&h #o% ha'e poste" the goo"sre&eipt.

"rocedure



SA" -CC menu ogistics→ Retailing → Sales → Sales Order

→ Environment → Advanced Returns Management→ Enter

Material Inspection in $are%ouse

Transaction code (SRN8SP!H


1usiness role !areho%se *ler +D8?(

+SAPN$PRN!AREH79SE*ERND8?(NS

1usiness role menu $are%ouse Management Receiving Returns Enter MaterialInsp. in $are%ouse +MSR>I0SP$;

2. 7n the !orlist Sele&tion of Deli'eries s&reen maintain the sele&tion "ata as folloing/

'ield name escription 4ser action and values Comment

)elivery items*aiting #orinspection

sele&t

)elivery Q"eli'er# from last steps

. *hoose Execute +?.

=. 7n the '%ange: Article Inspection in $are%ouse #or )elivery screen/ sele&t the Item tabpage. 8n the table on top #o% see the to "eli'er# items. 4he %antit# in the Original =ty &ol%mn mat&hes the re&ei'e" %antit# to be inspe&te".

5. +7rgani:ational Jo% inspe&t the 10 pie&es of arti&le P*S-01-AR4=11. 4he arti&le is o an"#o% "e&i"e to transfer the goo"s to %nrestri&te"-%se sto&.

6. Enter the folloing "ata for "eli'er# item 10/


Inspection 'ode 0001 +,

'omment +r#g#%all' pa!ed

Inspected=uantity

10 8s set as "efa%lt

ollo*78p Activity 0011 Tra%s.er to

/ree A$a#lale

Sto!

,. *hoose Enter . 4he traffi& light in the Inspection Result frame &hanges to green. 4he traffi&

light in the ogical ollo*78p frame &hanges to #ello.

I. *hoose 0ext Entry from the tables tool bar to get to the inspe&tion-item 0002.

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. +7rgani:ational Jo% inspe&t the 12 pie&es of arti&le P*S-01-AR4=12 an" #o% see that thepa&ages are broenL I pie&es are 7 b%t = pie&es are ob'io%sl# "amage". $e&a%se thepa&ages are broen #o% "e&i"e to transfer the I pie&es to $-sto& the other = #o% ant tos&rap. A&&or"ingl# #o% ha'e to &reate an inspe&tion split to enter "ifferent inspe&tion res%ltsfor s%b%antities.

10. Sele&t "eli'er# item 20 in the table an" &hoose 'reate Split Item from the table@s tool!ar .4his generates to inspe&tion split items for "eli'er# item 20.

11. Do%ble &li& inspe&tion split item 0001 of "eli'er# item 20 in the table to "ispla# thisinspe&tion item in the "etail area. Enter the folloing "ata/


Inspection 'ode 000* Partl' +,

'omment Pa!age #s roe%

Inspected=uantity

ollo*78p Activity 001 Tra%s.er toSpe!#.#ed Sto!

5arget Storageoc.

1003

12. *hoose Enter . 4he traffi& light in the Inspection Result frame &hanges to green. 4he traffi&light of the ogistical ollo*78p frame &hanges to #ello.

1. *hoose 0ext Entry from the tables toolbar to "ispla# inspe&tion item 0002

1=. Enter the folloing "ata for the se&on" s%b%antit#/


Inspection 'ode 0002 ot +,

'omment damaged ' !stomer

Inspected=uantity

4


S!rap

15. *hoose Enter . 4he traffi& light in the Inspection Result frame &hanges to green. 4he traffi&light of the ogistical ollo*78p frame &hanges to #ello.

16. Go to the ;eader tab. Jo% see for the Inspection Status fiel" the 'al%e has &hange" toInspected an" that the traffi& light has sit&he" to green. 4his signals that all ret%rne"arti&les are inspe&te".

1,. *hoose Save and 'on#irmation.

After #o% sa'e the inspe&tion "ata the s#stem &reates a separate inspe&tion"o&%ment for ea&h "eli'er# item or split item. 8t is possibl# still &hange "ata in thispro&ess step before #o% &onfirm the logi&al follo-%p a&ti'ities. After the &onfirmationof follo-%p a&ti'ities the s#stem &rate" logi&al follo-%p "o&%ments a&&or"ing tothe spe&ifie" logi&al follo-%p a&ti'ities an" asso&iate" "ata.

1I. *hoose &ac" +- to the SAP Easy Access s&reen +SAP G98.

7r

*hoose Exit +S%i#t9- an" &onfirm the &usiness client message ith es to ret%rn to SAP

;ome +SAP et!ea'er $%siness *lient.

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Result

Jo% ha'e inspe&te" the re&ei'e" arti&le. 4he res%lt of the inspe&tion as reporte". 4he s#stemgenerate" follo %p "o&%ments.

%; isplaying Returns .vervie or Customer Returns

4se


"rocedure


Result

?or the first ret%rns or"er item #o% &an see the to ret%rns steps Inspection an" ogistical ollo*78p. 8n a""ition #o% see a no"e 5rans#er to #ree availa!le stoc" refle&ting that #o%sele&te" follo-%p a&ti'it# 11 +5rans#er to #ree availa!le stoc" for this arti&le. $elo this no"e#o% see the ret%rns step <oods Movement to 8nrestricted 8se7Stoc" representing the&orrespon"ing arti&le "o&%ment.

?or the se&on" ret%rns or"er item for hi&h #o% ha'e &reate an inspe&tion split #o% &an see toSplit !y Inspection no"es. $elo ea&h no"e #o% see another no"e *%stomer ret%rn ithshipment to site +&ontin%e" hi&h no &ontain the Inspection an" ogistical ollo*78p ret%rnsstep.

4he other s%b no"e refle&ts the sele&te" logisti&al follo-%p a&ti'it# hi&h is 5rans#er to #reespeci#ied stoc" for the first inspe&tion split item an" 5rans#er to scrap for the se&on" item. $elo

these s%b no"es #o% the &orrespon"ing goo"s mo'ement ret%rns step.

4he pro&essing stat%s for no"es is Process complete an" )ocument complete for ret%rns stepsrepresenting a "o&%ment.

%7 etermining Customer Reund and Create CreditMemo Re+uest (CMR)

4se8n a &%stomer ret%rns pro&ess &%stomer ref%n" "etermination is a pro&ess step in hi&h #o%"efine the ref%n" amo%nt that the &%stomer is to re&ei'e for ret%rne" arti&les. 8n A"'an&e"

Ret%rns (anagement #o% %se the 'ustomer Re#und )etermination transa&tion for this pro&essstep. 4his transa&tion pro'i"es #o% ith a &omprehensi'e 'ie of all the "ata from pre'io%spro&ess steps. Jo% &an see the ret%rns-spe&ifi& "ata entere" in either the ret%rns or"er or fromthe material inspe&tion performe" in the &ompan# areho%se. *%stomer ref%n" "eterminationres%lts in the &reation of &re"it memo re%ests for hi&h #o% &reate &re"it memos for the&%stomer %sing stan"ar" billing pro&e"%res.

8n o%r ret%rns s&enario #o% ref%n" the hole sales pri&es for the first arti&le hi&h has beenret%rne" in the original pa&aging. ?or the se&on" arti&le #o% re"%&e the ref%n" amo%nt for the Ipie&es hi&h are basi&all# o b%t the pa&age has been broen an" #o% "e&i"e that #o% ill notgi'e a ref%n" for the "amage" pie&es in a s%b%antit# of =.

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8n Advanced Returns Management #o% ha'e to &reate a &re"it memo re%est ithree&tion reason to enter the information in the s#stem that the &%stomer "oes notget a ref%n".

:ine Item Article 2uantity & Reund

10

20



10 ; f%ll ref%n"

I ; re"%&e" ref%n"

= ; no ref%n"

"rocedure

1. A&&ess the transa&tion %sing one of the folloing options/


SA" -CC menu ogistics→ Retailing → Sales → Sales Order→ Environment → Advanced Returns Management

→ )etermine 'ustomer Re#und

Transaction code (SRN*RD


1usiness role Sales $illing +D8?(

+SAPN$PRN$88GND8?(NS

1usiness role menu Sales &illing RR) #or 'ustomer Returns +MSR>'R)

2. 7n the 'ustomer Re#und )etermination )ocument Selection s&reen enter the ret%rns

or"er n%mber in the Returns Order fiel" from the first step sele&t the All open returns ordersra"io b%tton an" &hose Execute. 4he s#stem "ispla#s the items of the ret%rns or"er on the8nprocessed Items tab page. ?or the se&on" ret%rns or"er item #o% &an see to a""itionallines for the inspe&tion split items.

4he 'opy to 'MR &he&bo3 spe&if#ing hether an item is rele'ant for the 'reditMemo Re(uest to ref%n" the &%stomer is sele&te" a%tomati&all# for line items thatare rea"# for ref%n"ing.

As a "efa%lt the s#stem sele&ts the oreground Processing &he&bo3 in the 'reditMemo Re(uest frame for ne %sers. Hoe'er b# sele&ting +!$*/ (oreTEdit 8ser Settings from the men% #o% &an "efine a %ser profile in hi&h #o% &an

&hange this "efa%lt.. ?or ret%rns or"er item 10 ith arti&le P*S-01-AR4=11 #o% enter R +B Reduction in the

Re#und 'ode &ol%mn. ?or ret%rns or"er item 20 ith arti&le P*S-01-AR4=12 #o% enter RC +CB Reduction in the Ref%n" *o"e &ol%mn for the first inspe&tion split line an" R1 +)amaged return/ no re#und in the ReDectionReason &ol%mn for the last inspe&tion split line.*hoose 'reate 'redit Memo Re(uest from the tables toolbar .

4he s#stem "ispla#s the 'reate 'MR Advanced Return: Overvie* s&reen on hi&h #o% &an&hange" the "ata on the &re"it memo re%est to be &reate".

=. *hoose Save.

5. 4he s#stem "ispla#s a "ialog bo3 ith the n%mber of the &reate" *(R "o&%ment. !rite"on the n%mber here NNNNNNNNNNNNNNNNNNNNNNNNN


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7r


ResultJo% ha'e &reate" at &re"it memo re%est to trigger the ref%n" for the &%stomer for the first arti&lean" a s%b%antit# of the se&on" arti&le an" re&or" that the &%stomer "oes not get a ref%n" fors%b%antit# of "amage" arti&les.

%< isplaying Returns .vervie or Customer Returns

4se

8n this step #o% &an &he& the progress of #o%r ret%rns pro&ess.

"rocedurePlease refer to the pro&e"%re "es&ription in &hapter =.2.

Result

?or the first ret%rns or"er item #o% &an see the ret%rns step 'redit Memo Re(uest ithpro&essing stat%s )ocument complete. 8n a""ition #o% see the ret%rns step *re"it (emo ithpro&essing stat%s )ocument not yet created .

?or the se&on" ret%rns or"er item for hi&h #o% ha'e &reate an inspe&tion split #o% &an see toSplit !y Inspection no"es. $elo ea&h no"e #o% see another no"e *%stomer ret%rn ithshipment to site +&ontin%e" hi&h no &ontain the Inspection ogistical ollo*78p an" 'reditMemo Re(uest ret%rns step.

ou can see t%at t%e tra##ic lig%ts are all green and t%e overall Processing Status is Processcomplete. 4he first item has been sen" to free a'ailable sto& an" finall# the &%stomer has beenref%n"e" the total amo%nt. All "o&%ments ha'e been &reate" hi&h &an also be seen in theo'er'ie an" the green traffi& light asso&iate" to the SAP "o&%ments.

?or the se&on" line item ith the split b# inspe&tion the logisti&al follo %p "e&ision as "ifferentas the ref%n" "etermination. E'en some goo"s are o an" here poste" to spe&ifie" sto& an"other to s&rap it as "e&i"e" not to ref%n" the &%stomer. 4he &re"it memo re%est for thoseitems ha'e been ree&te" an" no &re"it memo ill be &reate" pro&essing stat%s ReDected .

%= 1illing o Credit Memo Re+uest

4se

8n this a&ti'it# #o% &reate the &re"it memo for the &re"it memo re%est #o% ha'e entere" in the'ustomer Re#und )etermination transa&tion.

"rocedure



SA" -CC menu ogistics Retailing Sales &illing &illing )ocument Process &illing )ue ist

Transaction code <?0=


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1usiness role Sales Person

+SAPN$PRNSAESPERS7NR4NS

1usiness role menu Sales 'ustomer Servic e Billing Maintain &illing

)ue ist 2. 7n the Maintain &illing )ue ist s&reen enter the "o&%ment n%mber of the &re"it memo

re%est in the S) )ocument fiel" "esele&t the )elivery7related &he&bo3 sele&t the Order7related &he&bo3 an" &hoose )isplay&illist +?.

. Sele&t the line ith #o%r &re"it memo re%est an" &hoose Individual !illing document .

=. *hoose Save.

5. Jo% ret%rn to the Maintain &illing )ue ist s&reen. 4he s#stem "ispla#s a message ith the&reate" &re"it memo.


7r


Result

Jo% ha'e &reate" a &re"it memo for the &re"it memo re%est to release the ref%n" to the&%stomer.

%!> isplaying Returns .vervie or Customer Returns

4se


"rocedure


Result

?or the first ret%rns or"er item #o% &an see the ret%rns step 'redit Memo Re(uest ithpro&essing stat%s )ocument complete. 8n a""ition #o% see the ret%rns step *re"it (emo ithpro&essing stat%s )ocument complete.

?or the se&on" ret%rns or"er item for hi&h #o% ha'e &reate an inspe&tion split #o% &an see to

Split !y Inspection no"es. $elo ea&h no"e #o% see another no"e *%stomer ret%rn ithshipment to site +&ontin%e" hi&h no &ontain the Inspection ogistical ollo*78p an" 'reditMemo Re(uest ret%rns step.

ou can see t%at t%e tra##ic lig%ts are all green and t%e overall Processing Status is Processcomplete. 4he first item has been sen" to free a'ailable sto& an" finall# the &%stomer has beenref%n"e" the total amo%nt. All "o&%ments ha'e been &reate" hi&h &an also be seen in theo'er'ie an" the green traffi& light asso&iate" to the SAP "o&%ments.

?or the se&on" line item ith the split b# inspe&tion the logisti&al follo %p "e&ision as "ifferentas the ref%n" "etermination. E'en some goo"s are o an" here poste" to spe&ifie" sto& an"other to s&rap it as "e&i"e" not to ref%n" the &%stomer. 4he &re"it memo re%est for thoseitems ha'e been ree&te" an" no &re"it memo ill be &reate" pro&essing stat%s ReDected .

4he pro&ess is no &omplete.

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9 Advanced Returns Management# Customer atthe counter

8n this s&enario #o% ha'e alrea"# re&ei'e" the arti&les hen #o% &reate the ret%rns or"er totrigger the &%stomer ret%rns pro&ess. 4he &%stomer has either ret%rne" the goo"s to the &o%nter"ire&tl# or he has shippe" a %antit# of goo"s to a areho%se or "istrib%tion &enter itho%ta"'an&e noti&e.

4he sales representati'e &reates a ret%rns sales or"er hile the &%stomer is at the &o%nter or inthe ba& offi&e. 8n parti&%lar for the rele'ant ret%rns or"er items the Material Received &he&bo3ill be sele&te". 9s%all# #o% sele&t Re&ei'e into Plant as the follo-%p a&ti'it# b%t #o% &an alsospe&if# Ship to 7ther Plant Ship to <en"or or Ship to <en"or 'ia 7ther Plant if #o% alrea"# nothat the ret%rne" material ill not remain at the initial lo&ation.

4he arti&le inspe&tion is also &apt%re" as basis for f%rther logisti&al steps of the ret%rne" arti&leshile the &%stomer is at the &o%nter or in the ba& offi&e an" the finan&ial settlement ith the&%stomer "%ring ret%rns sales or"er entr# in Ret%rns tab page. Jo% %s%all# enter 8mme"iatel# or$# *re"it (emo Re%est as the ref%n" &ontrol.

4he s#stem &reates the logisti&al follo-%p "o&%ments a%tomati&all# after the logisti&al follo-%pa&ti'ities are &onfirme".

As interme"iate steps #o% &an %se the ne Ret%rns 7'er'ie for *%stomer Ret%rns transa&tionto monitor the hole ret%rns pro&ess an" all asso&iate" "o&%ments in the "ifferent pro&essphases.

9%! Creating Returns .rder

4se

8n this a&ti'it# #o% &reate the ret%rns or"er.

8n this s&enario a sales or"er ill be &reate" ith fo%r "ifferent follo-%p a&ti'ities an" there forfo%r "ifferent s%bse%ent pro&ess 'ariations.

- Re&ei'e into plant

- 8mme"iatel# mo'e to free a'ailable sto&

- 8mme"iatel# mo'e to s&rap

- Ship to other plant

"rere+uisites

Jo% &an &reate the ret%rns or"er to a pre&e"ing sales or"er or the &orrespon"ing billing

"o&%ment. 8n this pro&ess 'ariant e ill &reate the ret%rns or"er itho%t referen&e to an#pre&e"ing "o&%ment.

"rocedure



SA" -CC menu ogistics Retailing Sales Sales Order Order 'reate

Transaction code <A01




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1usiness role menu Sales Sales Orders Sales Order Processing 2'reate SalesOrder +3A1

2. 7n the 'reate Sales Order: Initial Screen mae the folloing entries an" &hoose Enter/

'ield name 4ser Action and 0alues CommentOrder type YRE2 A"'an&e" Ret%rns

Sales Organi6ation 1000

)istri!ution c%annel 20

)ivision 10

. 7n the 'reate Advanced Returns: Overvie* S&reen mae the folloing entries/


Sold7to party

S%ip7to party

PCS-C*01

Article PCS-01-ART411 (Hardgoods)

Order (uantity ret%rne" %antit#


m!"


Article Received sele&t the &he& bo3 Goo"s are re&ei'e" at the&o%nter

Re#und 'ontrol 5 5mmed#atel'

Inspection 'ode 0001 +, 8nspe&tion at the &o%nter 7

=. *reate a se&on" ret%rns or"er item ith the folloing entries



Order (uantity 10 ret%rne" %antit#


m!"

ollo*78p Act. 0002 5mmed#ate o$e to

/ree A$a#lale Sto!

Article Received sele&t the &he& bo3 Goo"s are re&ei'e" at the

&o%nter



5. *reate a thir" ret%rns or"er item ith the folloing entries


Article PCS-01-ART41* (Hardgoods)


Return Reason 00* Prod!t damaged

ollo*78p Act. 000* 5mmed#ate o$e toS!rap

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Re#und 'ode R0 0URe"%&tion 0U re"%&tion for the s&rappe"item

Inspection 'ode 000 Partl# 7 8nspe&tion at the &o%nter

6. *he& that the re"%&tion is refle&te" in the &on"ition. Position the &%rsor on item 0 an"sele&t men% +!$*: More 2<oto Item 'onditions. *on"ition JG0= sho%l" be liste"ith the re"%&tion of 0U

,. *hoose &ac" an" ret%rn to the 'reate Advanced Return Order. Overvie* Screen

I. *reate a fo%rth ret%rns or"er item ith the folloing entries



!hen &reate" ith referen&earti&les are alrea"# &opie" fromthe referen&e "o&%ment



m!"

ollo*78p Act. 0004 S"#p to +t"er Pla%t

0ext Site 001


Re#und 'ontrol R &' Cred#t emo Reest 4he &%stomer ill get a &re"itmemo


. *hoose Save. ote of the ret%rns or"er n%mber here.


7r


ResultJo% ha'e &reate" a ret%rns or"er to initiate the &%stomer ret%rns pro&ess. 4he s#stem has&reate" the ret%rns "eli'er# as logisti&al follo-%p "o&%ment a%tomati&all#.

9%, "rinting order conirmation

4he s#stem triggers the print o%t of the or"er &onfirmation +see the settings in SAP G98transa&tion <<12 for o%tp%t t#pe $A00 an" "efa%lts in #o%r %ser settings in transa&tion S9.

Jo% &an also start the printo%t man%all#/

1. Enter the or"er n%mber in the )isplay Sales Order: Initial Screen. ?rom the men% &hooseSales.

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SA" -CC menu ogistics Retailing Sales Sales Order Order )isplay

Transaction code <A0

. Enter the or"er n%mber on the )isplay Sales Order: Initial S&reen. ?rom the men% &hoose

Sales document → Issue Output 5o.

=. (ar the line ith the message t#pe &A .

5. *hoose Print .




1usiness role menu Sales Sales Orders Sales Order Processing 2Sales )ocument

$or"list

1. *hoose the All Sales Orders tab +refresh if ne&essar#.

2. Sele&t #o%r ret%rns or"er an" &hoose Sales )ocument in P) ormat.

. 8n the PD? appli&ation sho Print.

=. *hoose ile → Exit to &lose the appli&ation.

Result

Jo% ha'e printe" the ret%rns or"er.

9%3 isplaying Returns .vervie or Customer Returns

4se


"rocedure


Result

Item 'ollo 4p activities Reund control $e6t Step

10 0001 Re&ei'e into Plant 8 8mme"iatel# 8nspe&tion an";or *re"it memo

20 0002 8mme"iate mo'eto free a'ailable sto&

8 8mme"iatel# on pro&ess is &omplete" alls%bse%ent "o&%ments ha'e been&reate" a%tomati&all#

0 000 8mme"iate mo'eto s&rap

8 8mme"iatel# on pro&ess is &omplete" alls%bse%ent "o&%ments ha'e been&reate" a%tomati&all#

=0 000= Ship to other plant R $# *re"it(emo Re%est

A Returns Stoc" 5ransport order hasbeen &reate". ?or follo on steps see

pro&ess ,I ship to other plant4o ref%n" the &%stomer &reate

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*%stomer ref%n" an" $illing are the as"es&ribe" in &hapter 5.= an" 5.5

Please note "on the or"er n%mber form item =0 an" "eli'er# n%mber from item 10/

7r"er %mber/ NNNNNNNNNNNNNNNNNNNNNNNNNNNN Deli'er# %mber/ NNNNNNNNNNNNNNNNNNNNNNNNNNNN

9% "erorming Article Inspection in the 8arehouseJo% perform arti&le inspe&tion in areho%se to fin" o%t the stat%s of the ret%rne" arti&les as thebasis for f%rther logisti&al steps an" the finan&ial settlement ith the &%stomer in the &ase of&%stomer ret%rns or ith the arti&le iss%ing &ompan# &o"e in the &ase of a &ross &ompan#-&o"e store ret%rn.Jo% also "efine an" &onfirm logisti&al follo-%p a&ti'ities in the Article Inspection in $are%ousetransa&tion either together ith the re&or"ing of inspe&tion res%lts or as a separate step. 4heproposal an" &onfirmation of logisti&al follo-%p a&ti'ities &an also be separate steps. !hen #o%&onfirm the logisti&al follo-%p a&ti'ities the s#stem &reates the &orrespon"ing follo-%p"o&%ments a%tomati&all#.

?or item 10 hi&h has been re&ei'e" into plant a inspe&tion is re%ire".

4se

8n this a&ti'it# #o% enter the arti&le inspe&tion res%lt for the arti&le re&ei'e" into plant to &onfirmthe arti&le stat%s an" "efine f%rther logisti&al steps.

"rere+uisites

4he goo"s ha'e been ret%rne" b# the &%stomer.

"rocedure1. A&&ess the transa&tion &hoosing one of the folloing na'igation options/



→ Environment → Advanced Returns Management

→ Enter Material Inspection in $are%ouse

Transaction code (SRN8SP!H


1usiness role !areho%se *ler +D8?(

+SAPN$PRN!AREH79SE*ERND8?(NS

1usiness role menu $are%ouse Management Receiving Returns Enter MaterialInsp. in $are%ouse

2. 7n the $or"list Selection o# )eliveries s&reen maintain the sele&tion "ata as folloing/


)elivery items*aiting #orinspection

sele&t

)elivery Q"eli'er# from last stepitem 10

. *hoose Execute +?.

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=. 7n the '%ange: Article Inspection in $are%ouse #or )elivery screen/ sele&t the Item ta!. 7nthe top #o% see the re&ei'e" %antit#.

5. Jo% inspe&t the I pie&es an" #o% "ete&t that = are originall# pa&e" an" one seems to be"estro#e". 4herefore #o% ha'e to split the I p&s into = hi&h are 7 an" = hi&h are

"efe&t. Sele&t the item line in the top of the s&reen an" &hoose 'reate Split Item. 4hisgenerates to inspe&tion-item lines for the split.

6. ?or the inspe&tion-item line 0001 enter folloing "ata/




Inspected=uantity

4


/ree A$a#lale

Sto!,. *hoose Enter . 4he traffi& light of the 8nspe&tion Res%lt &hange" to green. 4he traffi& light of

the ogi&al ?ollo-9p A&ti'it# &hange" to #ello.

I. *hoose 0ext Entry to get to the inspe&tion-item 0002 of line item 10.

. ?or the inspe&tion-split item line 0002 on line item 10 enter folloing "ata/




Inspected

=uantity

4


Spe!#.#ed Sto!

5arget Storageoc

1003

10. *hoose Enter . 4he traffi& light of the 8nspe&tion Res%lt &hange" to green. 4he traffi& light ofthe ogi&al ?ollo-9p A&ti'it# &hange" to #ello.

11. Go to the ;eader tab. Jo% see the 8nspe&tion Stat%s 8nspe&te" ith green light hi&h"ete&ts that all re&ei'e" arti&les are &he&e".

12. *hoose Save and 'on#irm.


7r


Result

Jo% ha'e inspe&te" the re&ei'e" arti&le. 4he res%lt of the inspe&tion as reporte". 4he s#stemgenerate" follo %p "o&%ments. 4he arti&les hi&h are 7 ha" been booe" a%tomati&all# tofree a'ailable sto&. Jo% &an &ontrol the &reate" "o&%ments thro%gh the Ret%rns 7'er'ie.

9%9 etermining Customer Reund and Create CreditMemo Re+uest (CMR)

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4se

8n this step #o% &reate a &re"it memo re%est.

"rocedure1. A&&ess the transa&tion %sing one of the folloing options/



→ Environment → Advanced Returns Management

→ )etermine 'ustomer Re#und

Transaction code (SRN*RD


1usiness role Sales $illing +D8?(

+SAPN$PRN$88GND8?(NS

1usiness role menu Sales &illing RR) #or 'ustomer Returns

2. 7n the *%stomer Ref%n" Determination ) Do&%ment Sele&tion s&reen mae the folloingentries an" &hoose Execute/


Returns Order <order %mer .rom pre$#os steps>

All open returns orders <sele!ted>

. Jo% ill get an o'er'ie of all %npro&esse" items onl# item =0 sho%l" be "ispla#e"

=. *hoose 'reate 'redit Memo Re(uest.

5. Jo% ill get a s&reen ith the &reate" *(R "o&%ment. *hoose Save.

6. A "ialog bo3 reports the n%mber of the *(R "o&%ment/ NNNNNNNNNNNNNNNNNNNNNNNNN

,. *hoose OF .

I. *hoose &ac" +- to the SAP Easy Access s&reen +SAP G98.

7r


Result

Jo% ha'e &reate" at *re"it (emo Re%est +*(R "o&%ment for the later billing.

Displa# Ret%rns 7'er'ie for *%stomer Ret%rns

4se


"rocedure


Result

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Jo% ha'e &reate" a &re"it memo re%est. ?or the fo%rth ret%rns or"er item #o% &an see theret%rns step 'redit Memo Re(uest ith pro&essing stat%s )ocument complete. 8n a""ition #o%see the ret%rns step *re"it (emo ith pro&essing stat%s )ocument not yet created .

9%; 1illing o CMR

4seJo% &reate the &re"it memo for &re"it memos re%est that #o% &reate" in the 'ustomer Re#und)etermination transa&tion %sing stan"ar" pro&e"%res.

"rocedure



SA" -CC menu ogistics Retailing Sales &illing &illing )ocument

Process &illing )ue ist Transaction code <?0=


1usiness role Sales Person

+SAPN$PRNSAESPERS7NR4NS

1usiness role menu Sales 'ustomer Servic e Billing Maintain &illing

)ue ist

2. 7n the (aintain $illing D%e ist s&reen enter #o%r *(R "o&%ment n%mber in the SDDo&%ment fiel" from the pre'io%s step "esele&t the Deli'er#-relate" &he& bo3 an" sele&tthe 7r"er-relate" &he& bo3 an" &hoose )isplay&illist +?.

. Sele&t a ro an" &hoose Individual &illing )ocument .

=. *hoose Save.


7r


Result

Jo% ha'e &reate a &re"it memo

9%7 isplaying Returns .vervie or Customer Returns

4se


"rocedure


Result All the "o&%ments ha'e been &reate" an" the pro&ess is &omplete.

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Item 'ollo 4p activities Reund control Result

10 0001 Re&ei'e into Plant 8 8mme"iatel# *%stomer ret%rns pro&ess is &omplete. All s%bse%ent "o&%ments ha'e been&reate" a%tomati&all# Please ha'e a

loo at the "ifferent arti&le "o&%ments&reate" a%tomati&all# "%e the split b#inspe&tion.

20 0002 8mme"iate mo'eto free a'ailable sto&

8 8mme"iatel# 4he pro&ess is &omplete" alls%bse%ent "o&%ments ha'e been&reate" a%tomati&all#

0 000 8mme"iate mo'eto s&rap

8 8mme"iatel# 4he pro&ess is &omplete" alls%bse%ent "o&%ments ha'e been&reate" a%tomati&all#.

=0 000= Ship to other plant R $# *re"it(emo Re%est

Sto& 4ransport or"er has been&reate". ?or follo on steps see

pro&ess ,I ship to other plant

4o ref%n" the &%stomer &reate*%stomer ref%n" an" $illing are the as"es&ribe" in &hapter 5.= an" 5.5

Su5se+uent chec?#

*he& the 0U re"%&tion hi&h has been entere" for the item 0 that it has been transferre" tothe &re"it memo.

1. Sele&t the item 0 in the ret%rns o'er'ie Item ist all s%bse%ent "o&%ments &reate" areliste" in the )etail 5ree.

2. *hoose the )ocument 0um!er of the 'redit Memo.. Sele&t the line item.

=. *hoose men% +!$*/ (ore 2<oto 2Item 2 Item conditions. *on"ition JG0= sho%l" beliste" ith the re"%&tion of 0U.


7r


; 'ollo*up "rocessesJo% ha'e finishe" all a&ti'ities that are part of the b%siness pro&ess "es&ribe" in this "o&%ment.

4o a&&omplish s%bse%ent a&ti'ities of this b%siness pro&ess &arr# o%t the pro&ess steps"es&ribe" in one or more of the folloing s&enarios %sing the master "ata from this "o&%ment.

Ship to other plant (73<) (optional)

4se

8n this a&ti'it# #o% "ispose of the in'entor# b# ret%rning to another plant. Do not pro&ess an#

other a&ti'ities in this "o&%ment after r%nning the e3ternal pro&ess.

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"rocedure

*omplete all a&ti'ities "es&ribe" in the &usiness Process )ocumentation of the s&enario/Ret%rns to other plant +,I %sing the master "ata from this "o&%ment..

;%! Accounts Receiva5le (!97)

4se

8n this a&ti'it# #o% ill post the in&oming pa#ment.

"rocedure

9sing the master "ata from this "o&%ment &omplete all the a&ti'ities "es&ribe" in the &usinessProcess )ocumentation of the s&enario/ Accounts Receiva!le +1G, +*hapters Post Paymentsusing Automatic Payments Program Post Incoming Payment #rom 'ustomer Manually Automatic 'learing o# open items in customer accounts Manual 'learing o# Open items in

customer accounts.

7 Appendi6

7%! Reversal o "rocess Steps

8n the folloing se&tion #o% &an fin" the most &ommon re'ersal steps hi&h #o% &an tae tore'erse some of the a&ti'ities "es&ribe" in this "o&%ment. 8n general #o% &an re'erse pro&essesin the re'ersal se%en&e of the initial pro&ess.

Create Returns .rder

Transaction code ( SA" 4I) <A01

Reversal/ Delete Sales Do&%ment

Transaction code ( SA" 4I) <A02



1usiness role menu Sales → Sales Orders → Sales Order Processing →

Orders +;omepage

Comment Sele&t #o%r or"er &hoose '%ange/ folloe" b# )elete)ocument

Create Returns elivery and "ost R

Transaction code ( SA" 4I) <01

Reversal/ Delete Deli'er#




1usiness role menu $are%ouse Management → S%ipping → Out!ound

)elivery→ '%ange )elivery

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Comment Sele&t men% Out!ound

Reversal# Re'erse of Goo"s Re&eipt

Assign Serial $um5er


Reversal# E"it Serial %mber




1usiness role menu $are%ouse Management → S%ipping → Out!ound

)elivery→ '%ange )elivery

Comment

"ost oods Issue


Reversal/ Re'erse Goo"s 8ss%e.




1usiness role menu $are%ouse Management→

S%ipping→

Out!ound)elivery→ 'ancel <oods Issue #or )elivery 0ote

Comment

1illing

Transaction code ( SA" 4I) <?0=

Reversal/ *an&el $illing "o&%ment

Transaction code ( SA" 4I) <?11

1usiness role $illing A"ministrator

+SAPN$PRN$88GNS

1usiness role menu Sales → &illing → 'ancel &illing )ocument

Comment Go to transa&tion <?11 enter the rele'ant billing"o&%ment n%mber &hoose Enter an" sa'e #o%r res%lt. Anin'oi&e &an&ellation "o&%ment has been &reate" balan&ingthe original in'oi&e.

7%, Reports

Report title Transaction

code

Comment

ist of Sales 7r"ers <A05 A list of all sele&te" sales or"ers is "ispla#e".

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ist $illing Do&%ments <?05 A list of all sele&te" billing "o&%ments is"ispla#e".

8n&omplete SDDo&%ments

<.02 A list of all in&omplete "o&%ments on thebasis of the spe&ifie" sele&tion &riteria is

"ispla#e".

Ret%rns (*>( Arti&le Anal#sis Ret%rns

*re"it (emos (*>9 Arti&le Anal#sis *re"it (emos

7%3 4sed 'orms

Common'orm $ame

'orm Type 4sed in "rocess step .utput Type Technical name

7r"er*onfirmation

Smart?orm *reate Ret%rns 7r"er $A00 J$R9NSD7R*

Deli'er# ote Smart?orm*reate Ret%rns Deli'er#an" Post GR

D00 J$R9NSDD

$ill of a"ing Smart?orm*reate Ret%rns Deli'er#an" Post GR

J$1 J$R9NSD$D

Sales 8n'oi&e Smart?orm $illing RD00 J$R9NSD8<

< eining 2ueries or "ersonal .5@ect 8or?list

(".8:)7ptional/ 4he folloing %eries &an be "efine" to test this s&enario in the SAP et!ea'er$%siness *lient +!$*. Jo% "o not nee" these %eries if #o% are %sing the stan"ar" SAP G98.

4he %eries are ne&essar# if #o% ant to a&&ess role spe&ifi& orlists in the SAP et!ea'er$%siness *lient +!$*.

?or more information abo%t the &reation of %eries see the se&tion 'reation o#=ueries in Personal O!Dect $or"lists +PO$s in the =uic" <uide to Implementingt%e SAP 'onsumer Products H $%olesale Pac"age +R8 "o&%ment.

1usinessRole

Application .5@ectType

0ariant$ame

0ariantSelections

SelectionCriteria

2uery$ame

$illing A"ministrator

Sales an"Deli'er#/*reating$illing

$illing ?ore3ample/$illing "%elist

Date post:	03-Jun-2018
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