customer return management scenario overview

©© 2012 SAP AG. All rights reserved.

Customer Return ManagementScenario Overview

Scenario Explorer

Open LegendScenario Description

The following business roles are involved in this scenario:

The Customer Return Management business scenario enables you to process the inbound delivery of physical goods returned by a customer for a replacement, a credit for the returned goods or for repair. There are also functions for:

Collaboration between warehouse and sales or customer serviceThe return processing includes late updates of inbound deliveries, as well as transferring notes and attachments from warehouse to the return documents.

Outbound delivery in case of returns received for repair at own service center.

Open Legend

Return confirmation to customerThe form-based confirmation to a customer in order to inform a customer about goods receipt, references, and contacts.

Creating and approval for credit memoThe creation of a credit memo and the option to introduce an approval process with thresholds.

PricingThe restocking and quality loss fee as pricing conditions help to level or refine the amount for compensation.

Warehouse Operator

Sales Representative

Accounts Receivable Accountant

Processing Inspections

Processing Inbound Delivery Notifications

Order-to-Cash (Sell-from-Stock)

Order-to-Cash (with Specified Products)

Order-to-Cash (Third-Party Order Processing – Material)

Over-the-Counter Sales

Service and Repair





Service and Repair

Service Planner/Dispatcher

Click process chevrons for details

Processing Inbound Deliveries

Processing Customer Return

Creating Customer Credit Memo

Processing Receivables and Payments

Scenario/Processes

Business Value

Scenario Flow

+ Further Information


Customer Return ManagementScenario Overview

Scenario Explorer

Scenario Description

The following business roles are involved in this scenario:


The Customer Return Management business scenario enables you to process the inbound delivery of physical goods returned by a customer for a replacement, a credit for the returned goods or for repair. There are also functions for:

Collaboration between warehouse and sales or customer serviceThe return processing includes late updates of inbound deliveries, as well as transferring notes and attachments from warehouse to the return documents.

Outbound delivery in case of returns received for repair at own service center.

Return confirmation to customerThe form-based confirmation to a customer in order to inform a customer about goods receipt, references, and contacts.

Creating and approval for credit memoThe creation of a credit memo and the option to introduce an approval process with thresholds.

PricingThe restocking and quality loss fee as pricing conditions help to level or refine the amount for compensation.

Warehouse Operator

Sales Representative

Accounts Receivable Accountant

Open LegendOpen LegendOpen LegendOpen LegendOpen LegendOpen Legend

<Role Name><Role Name> <Role Name>

Legend

Process mainly driven by the user

Process mainly driven by the system

Manual process not supported by the system

Process that communicates with third-party software (mouse-over for details)

Process with relevance to Financials

Related scenario

Info button with more information

Close Legend

iService Planner/Dispatcher







Scenario/Processes

Business Value

Scenario Flow





Service and Repair





Service and Repair



Scenario/Processes

Customer Return Management Process Details: Processing Inbound Delivery Notifications

Scenario Explorer

Scenario Description


Processing Inbound Delivery Notifications - Customer Return Notifications

Create a Customer Return Notification

i

X

The Processing Inbound Delivery Notifications process comprises the creation and use of inbound delivery notifications (IDNs). An IDN represents a delivery coming from outside. An IDN can either be an ASN (advanced shipping notification) or a printed delivery note accompanying the physical goods. An IDN of delivery type Customer Return usually precedes a standard customer sales process, over-the-counter sales process, or a third-party order process. However, it is optional for the customer returns created for repair. Creating an IDN is mandatory for customer returns, parts returns, and stock transfers and optional for the supplier deliveries. Based on an IDN, the inbound processing can always be done. You can process inbound deliveries with inbound delivery notifications with or without task support from the system. Additionally, as a follow-up activity in a third-party order process, a Return to Supplier document can be triggered. In a service process, the Repair at Own Service Center activity triggers a customer return for goods to be serviced.

Further Information

In the Work CenterInbound Logistics

Performed byWarehouse Manager






Business Value

Scenario Flow






Service and Repair


Customer Return Management Process Details: Processing Inbound Deliveries

Scenario Explorer

Process Description




XProcessing Inbound Deliveries - Based on ASN with Task Control

Check and finalize an inbound delivery

Accept a deviation - inbound

Confirm a warehouse task - inbound

Create a warehouse task - inbound

Create a warehouse request - inbound

X

iiiii

The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to own stock or to an externally-owned stock (for third-party customer returns and for returns to repair goods). You can use the following inbound delivery types: supplier delivery, customer return (for standard sales, third-party sales orders and repair goods), (spare) parts return, and stock transfer. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. You can process your inbound deliveries based on an inbound delivery notification and with or without task support from the system. Based on your logistics model settings, a quality inspection can be created automatically, except for customer returns which were posted to externally-owned stock, for example, in a third-party order process. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock).

Click here to display process variants




Further Information

Performed byWarehouse Operator

Scenario/Processes

Business Value

Scenario Flow

See alsoInbound Delivery Processing+ Further Information





Service and Repair


http://help.sap.com/saphelp_byd1302/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SCM/Ess/ESS_Pro_SupplierDeliveryProcessing.html



Customer Return Management Process Details: Processing Inbound Deliveries

Scenario Explorer

Process Description




XProcessing Inbound Deliveries - Based on ASN with Task Control

Check and finalize an inbound delivery

Accept a deviation - inbound

Confirm a warehouse task - inbound

Create a warehouse task - inbound

Create a warehouse request - inbound

X

iiiii

The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to own stock or to an externally-owned stock (for third-party customer returns and for returns to repair goods). You can use the following inbound delivery types: supplier delivery, customer return (for standard sales, third-party sales orders and repair goods), (spare) parts return, and stock transfer. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. You can process your inbound deliveries based on an inbound delivery notification and with or without task support from the system. Based on your logistics model settings, a quality inspection can be created automatically, except for customer returns which were posted to externally-owned stock, for example, in a third-party order process. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock).

Click here to hide process variants




Processing Inbound Delivery - Based on ASN without Task Control

Processing Inbound Delivery for Externally-Managed Location

ii

Further Information

Performed byWarehouse Operator

Scenario/Processes

Business Value

Scenario Flow






Service and Repair

See alsoInbound Delivery Processing





Customer Return Management Process Details: Processing Inspections

Scenario Explorer

Process Description



Decide about quality

Record inspection results

Inspect samples

iii

The Processing Inspections business process allows you to process, monitor, and analyze inspections of products :

Inspections at goods receiptReceiving inspections for supplier deliveries, first articles, customer returns, and stock transfers

Inspections in productionIn-process control and final inspections for production

Inspections in shippingFinal inspections for customer shipments

As part of this process, you inspect the samples taken for inspection, record results, make a decision about the quality of the inspected goods, and, if necessary, trigger corrective or preventive actions.

Planned inspections are triggered automatically, in a suitable logistics or production model. This is an exception for customer returns which were posted to externally-owned stock, for example, in a third-party order process. Unplanned inspections are triggered manually by the user.






X

Further Information

In the Work CenterQuality Control

Performed byInspector Quality Engineer Quality Manager

Scenario/Processes

Business Value

Scenario Flow

See alsoInbound Delivery Processing+ Further Information





Customer Return Management Process Details: Processing Customer Return

Scenario Explorer

Process Description


XProcessing Customer Return - with Credit Memo

Trigger follow-up with sales order (optional)

Release customer return with credit memo

Check and adjust the customer return

Send return confirmation form to customer

Check and ensure consistence of customer return

X

iiiii

Click here to display process variants

The Processing Customer Return business process enables you to handle customer returns. Normally the process starts when ordered and shipped products are returned unexpectedly by the customer. After the inbound delivery is completed, you recognize a new return and initiate a confirmation form to be sent to the customer to inform him or her about the goods receipt. At this point, you can check the content of the return, such as picked quantity, notes, and return references.A return process in a third-party order processing context, is indicated by the type Return to Supplier and by assigning the supplier, supplier notification, purchase order and a current externally-owned stock quantity. A return process in a service context, is indicated by the type Repair at Own Service Center, and by assigning the current externally-owned stock quantity, along with an option to request an outbound delivery.In sales related scenarios, you can add an internal note or some information for the customer to be printed on the credit memo and also adjust pricing relevant parameters, for example, quantity to be invoiced, restocking fee, quality loss fee, and freight. Finally, you have to request a credit memo or trigger compensation delivery.

Further Information

In the Work CenterSales Orders

Scenario/Processes

Performed bySales Representative

Business Value

Scenario Flow

See alsoReceipts and Returns Quick Guide






http://help.sap.com/saphelp_byd1302/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SRM/WoCV/ReceiptsAndReturns/VQG_GSR_View_ReceiptsAndReturns.html

http://help.sap.com/saphelp_byd1302/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SRM/WoCV/ReceiptsAndReturns/VQG_GSR_View_ReceiptsAndReturns.html



Customer Return Management Process Details: Processing Customer Return

Scenario Explorer

Process Description


XProcessing Customer Return - with Credit Memo

Trigger follow-up with sales order (optional)

Release customer return with credit memo

Check and adjust the customer return

Send return confirmation form to customer

Check and ensure consistence of customer return

X

iiiii

Click here to hide process variants

The Processing Customer Return business process enables you to handle customer returns. Normally the process starts when ordered and shipped products are returned unexpectedly by the customer. After the inbound delivery is completed, you recognize a new return and initiate a confirmation form to be sent to the customer to inform him or her about the goods receipt. At this point, you can check the content of the return, such as picked quantity, notes, and return references.A return process in a third-party order processing context, is indicated by the type Return to Supplier and by assigning the supplier, supplier notification, purchase order and a current externally-owned stock quantity. A return process in a service context, is indicated by the type Repair at Own Service Center, and by assigning the current externally-owned stock quantity, along with an option to request an outbound delivery.In sales related scenarios, you can add an internal note or some information for the customer to be printed on the credit memo and also adjust pricing relevant parameters, for example, quantity to be invoiced, restocking fee, quality loss fee, and freight. Finally, you have to request a credit memo or trigger compensation delivery.





Processing Customer Return - with Outbound Delivery

Processing Customer Return - without Credit Memoi

Further Information

In the Work CenterSales Orders

Performed bySales Representative

Scenario/Processes

Business Value

Scenario Flow

See alsoCreate an Invoice or Credit Memo with Reference to Preceding Documents


http://help.sap.com/saphelp_byd1302/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/SRM/WoCV/InvoiceEntry/HT_SIV_INV_with_Ref.html




Scenario/Processes

Customer Return Management Process Details: Creating Customer Credit Memo

Scenario Explorer

Process Description


X XCreating Customer Credit Memo

Release the credit memo

Transfer invoice requests into a credit memo

i i

X

The Creating Customer Credit Memo business process enables you to create and handle credit memos. After you perform a goods return, the system automatically creates invoice requests that you must transfer to a credit memo sent to the customer. The credit memo is also passed to cash flow management in order to trigger the related payment, for example by check, bank transfer, or credit card. This transfer can be done using an invoice run, or manually. It is possible to combine several invoice requests into one credit memo or split them into several credit memos. You can also create a credit memo manually.




Further Information

In the Work CenterCustomer Invoicing

Performed byAccounts Receivable Accountant

Business Value

Scenario Flow




See alsoCreate an Invoice or Credit Memo with Reference to Preceding Documents





Scenario/Processes

Customer Return Management Process Details: Processing Receivables and Payments with Accounts Maintenance - Standard

Scenario Explorer


X XProcessing Receivables and Payments with Accounts Maintenance - Standard

Clear open items and differences

i

X

The Processing Receivables and Payments with Accounts Maintenance - Standard business process enables you to monitor customer accounts on a regular basis. You can clear any remaining open items and write off small differences manually.




Further Information

In the Work CenterReceivables Payment Management Cash & Liquidity Management

Performed byAccounts Receivable Accountant

Business Value

Scenario Flow

See alsoQuick Guide for Payment Allocation + Further Information





Process Description

http://help.sap.com/saphelp_byd1302/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/FIN/WoCV/PayAlloc/VQG_PayM_View_PaymentAllocation.html

http://help.sap.com/saphelp_byd1302/en/ktp/Software-Components/01200615320100003379/WEKTRA_for_Work_Centers/FIN/WoCV/PayAlloc/VQG_PayM_View_PaymentAllocation.html


SettleInitiate

Receive Customer Return Delivery

Create Customer Return Notification

Release Proposal for Payment

Manage Payment Based on Credit Memo

Post to Ledger

Customer Return Management Business Value

Scenario Explorer

Overview Key Benefits

Manage

Initiate Inbound Processing

Post Goods Receipt With or Without Tasks

This scenario streamlines the customer returns management for midsized companies.

SAP Business ByDesign supports the entire customer returns management cycle - from delivery notification and the physical product return through to payment based on a credit memo.

You can increase customer loyalty with efficient returns processes.

Well-managed returns can translate into sales opportunities Tracking allows companies to stay on top of each return by monitoring its logistics

and refunding status, and the corresponding logistics and financial documents Better transparency, enabled by adherence to applicable business rules, allows you

to provide accurate information for customer queries By identifying the reasons for returns, quality is improved Using return sales rate reports that show the return rate for each month of the

current year helps you to monitor quality levels

Business Value

Scenario/Processes

Scenario Flow



Customer Return Management Scenario Flow

Legend

Work center in which process is performed

Business document flow

Process related to Financials

Related scenarios

:

Dotted line = optional

Dotted line = optional

Process mainly driven by the user

Process mainly driven by the system

• Process variant1

• Process variant 2

Scenario Explorer

Additional Application

Inbound Logistics

Processing Inbound Delivery Notification

Processing Inbound Delivery


ProcessingReceivables and Payments

Creating a Customer Credit Memo

Work Center

Sales Orders Customer InvoicingPayables

Payment Management

• Based on ASN w/o task control

• Based on ASN w/ task control

• Based on ASN from Warehouse Provider

• With Credit Memo

• Without CreditMemo

• Processing Payments with Accounts Maintenance - Standard Variant

Quality Planning










Service and Repair

Business Value

Scenario/Processes

Scenario Flow



Further Information

Customer Return ManagementFurther Information

Scenario Explorer

Business Value

Scenario/Processes

+

Scenario Flow

Business Process Procedure(90-120 min*)

To get a comprehensive how-to documentation to run the business scenario, click here.

ForumGet in touch with experts to discuss your specific requirements. To enter the community, click here.

More Details(30-90 min*)

SAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here.

Self-Enablement SystemsIf you want to try out the business scenario, click here.

WIKIIn addition to the product documentation, SAP provides Wikis that describe additional aspects of a business scenario. To access the WIKI, click here.

Do you want to try it out? Do you need more information? Do you want to discuss with others?

VV

* The time values are given as an orientation for the required time you need to get through the information on one scenario. Since some scenarios are shorter than others, the minimum time refers to the shortest scenario and the maximum refers to the longest. The actual time you will need depends on your level of knowledge and your interest in the topic.

http://www.sample.de/



