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EHP5 for SAP ERP 6.0

June 2011

English

Advanced Returns

Management – Customer Returns (737)

SAP AGDietmar-Ho-Allee 166!1!0 "all#orf German$

%usiness Pro&ess Do&umentation



SAP Best Practices A#'an&e# Returns (anagement ) *ustomer Returns +,,/ %PD

Copyright

2011 SAP AG. All rights reser'e#.

o art of this uli&ation ma$ e rero#u&e# or transmitte# in an$ form or for an$ urose 3ithout the e4ressermission of SAP AG. he information &ontaine# herein ma$ e &hange# 3ithout rior noti&e.

Some soft3are ro#u&ts marete# $ SAP AG an# its #istriutors &ontain rorietar$ soft3are &omonents ofother soft3are 'en#ors.

(i&rosoft7 "in#o3s7 E4&el7 8utloo7 an# Po3erPoint are registere# tra#emars of (i&rosoft *ororation.

9%(7 D%27 D%2 :ni'ersal Dataase7 S$stem i7 S$stem i57 S$stem 7 S$stem 57 S$stem 47 S$stem ;7 S$stem;107 S$stem ;!7 ;107 ;!7 iSeries7 Series7 4Series7 ;Series7 eSer'er7 ;<=(7 ;<8S7 i5<8S7 S<!07 8S<!078S<>007 AS<>007 S<!0 Parallel Enterrise Ser'er7 Po3er=(7 Po3er Ar&hite&ture7 P8"ER6?7 P8"ER67P8"ER5?7 P8"ER57 P8"ER7 8enPo3er7 Po3erP*7 %at&hPies7 %la#e*enter7 S$stem Storage7 GP@S7HA*(P7 REA97 D%2 *onne&t7 RA*@7 Re#oos7 8S<27 Parallel S$sle47 (=S<ESA7 A97 9ntelligent (iner7"eShere7 etfinit$7 i'oli an# 9nformi4 are tra#emars or registere# tra#emars of 9%( *ororation.

Binu4 is the registere# tra#emar of Binus or'al#s in the :.S. an# other &ountries.

A#oe7 the A#oe logo7 A&roat7 PostS&rit7 an# Rea#er are either tra#emars or registere# tra#emars of A#oe S$stems 9n&ororate# in the :nite# States an#<or other &ountries.

8ra&le is a registere# tra#emar of 8ra&le *ororation.

:97 <8en7 8S@<17 an# (otif are registere# tra#emars of the 8en Grou.

*itri47 9*A7 Program eighorhoo#7 (eta@rame7 "in@rame7 =i#eo@rame7 an# (ulti"in are tra#emars orregistere# tra#emars of *itri4 S$stems7 9n&.

H(B7 (B7 H(B an# "* are tra#emars or registere# tra#emars of "*C7 "orl# "i#e "e*onsortium7 (assa&husetts 9nstitute of e&hnolog$.

Ja'a is a registere# tra#emar of Sun (i&ros$stems7 9n&.

Ja'aS&rit is a registere# tra#emar of Sun (i&ros$stems7 9n&.7 use# un#er li&ense for te&hnolog$ in'ente# an#imlemente# $ ets&ae.

SAP7 R<7 SAP et"ea'er7 Duet7 PartnerE#ge7 %$Design7 SAP %usiness8e&ts E4lorer7 Stream"or7 an#other SAP ro#u&ts an# ser'i&es mentione# herein as 3ell as their rese&ti'e logos are tra#emars orregistere# tra#emars of SAP AG in German$ an# other &ountries.

%usiness 8e&ts an# the %usiness 8e&ts logo7 %usiness8e&ts7 *r$stal Reorts7 *r$stal De&isions7 "e9ntelligen&e7 &elsius7 an# other %usiness 8e&ts ro#u&ts an# ser'i&es mentione# herein as 3ell as theirrese&ti'e logos are tra#emars or registere# tra#emars of %usiness 8e&ts Soft3are Bt#. %usiness 8e&tsis an SAP &oman$.

S$ase an# A#ati'e Ser'er7 iAn$3here7 S$ase 657 SB An$3here7 an# other S$ase ro#u&ts an# ser'i&esmentione# herein as 3ell as their rese&ti'e logos are tra#emars or registere# tra#emars of S$ase7 9n&.S$ase is an SAP &oman$.

All other ro#u&t an# ser'i&e names mentione# are the tra#emars of their rese&ti'e &omanies. Data

&ontaine# in this #o&ument ser'es informational uroses onl$. ational ro#u&t se&ifi&ations ma$ 'ar$.

hese materials are sue&t to &hange 3ithout noti&e. hese materials are ro'i#e# $ SAP AG an# its affiliate#&omanies +FSAP GrouF for informational uroses onl$7 3ithout reresentation or 3arrant$ of an$ in#7 an#SAP Grou shall not e liale for errors or omissions 3ith rese&t to the materials. he onl$ 3arranties for SAP

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Grou ro#u&ts an# ser'i&es are those that are set forth in the e4ress 3arrant$ statements a&&oman$ingsu&h ro#u&ts an# ser'i&es7 if an$. othing herein shoul# e &onstrue# as &onstituting an a##itional 3arrant$.

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Icons

Icon Meaning

*aution

E4amle

ote

Re&ommen#ation

S$nta4

E4ternal Pro&ess

%usiness Pro&ess Alternati'e<De&ision *hoi&e

Typographic Conventions

Type Style escription

Example text "or#s or &hara&ters that aear on the s&reen. hese in&lu#e fiel#names7 s&reen titles7 ushuttons as 3ell as menu names7 aths an#

otions.

*ross-referen&es to other #o&umentation.

E4amle te4t Emhasi;e# 3or#s or hrases in o#$ te4t7 titles of grahi&s an# tales.

EA(PBE E ames of elements in the s$stem. hese in&lu#e reort names7rogram names7 transa&tion &o#es7 tale names7 an# in#i'i#ual e$3or#s of a rogramming language7 3hen surroun#e# $ o#$ te4t7 fore4amle7 SEBE* an# 9*B:DE.

Example text S&reen outut. his in&lu#es file an# #ire&tor$ names an# their aths7messages7 sour&e &o#e7 names of 'ariales an# arameters as 3ell asnames of installation7 ugra#e an# #ataase tools.

EXAMPLE TEXT e$s on the e$oar#7 for e4amle7 fun&tion e$s +su&h as F2 or the

ENTER e$.

Example text E4a&t user entr$. hese are 3or#s or &hara&ters that $ou enter in thes$stem e4a&tl$ as the$ aear in the #o&umentation.

<Example text> =ariale user entr$. Pointe# ra&ets in#i&ate that $ou rela&e these3or#s an# &hara&ters 3ith aroriate entries.

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Contents

1 Purose........................................................................................................................................ ,

2 Prereuisites................................................................................................................................ !

2.1 SAP (enu an# ath #es&rition............................................................................................!

2.2 (aster Data an# 8rgani;ational Data...................................................................................!

2. %usiness *on#itions............................................................................................................11

2.> Roles................................................................................................................................... 12

Pro&ess 8'er'ie3 ale.............................................................................................................1

.1 A#'an&e# Returns (anagement/ A#'an&e# oti&e............................................................1

.2 A#'an&e# Returns (anagement/ Arti&le Re&ei'e#.............................................................1>

> Pro&ess Stes............................................................................................................................15

>.1 A#'an&e# Returns (anagement/ A#'an&e# oti&e............................................................15

>.2 *reate Returns 8r#er..........................................................................................................15

>. Disla$ Returns 8'er'ie3 for *ustomer Returns................................................................1,

>.> Post Goo#s Re&eit............................................................................................................1I

>.5 Disla$ Returns 8'er'ie3 for *ustomer Returns................................................................1!

>.6 Perform Arti&le 9nse&tion in the "arehouse.......................................................................20

>., Disla$ Returns 8'er'ie3 for *ustomer Returns................................................................22

>.I Determine *ustomer Refun# an# *reate *re#it (emo Reuest +*(R.............................2

>.! Disla$ Returns 8'er'ie3 for *ustomer Returns................................................................25

>.10 %illing of *re#it (emo Reuest.......................................................................................26

>.11 Disla$ Returns 8'er'ie3 for *ustomer Returns............................................................2,

>.12 A#'an&e# Returns (anagement/ *ustomer at the &ounter.............................................2I

>.1 *reate Returns 8r#er......................................................................................................2I

>.1> Print 8r#er *onfirmation..................................................................................................1

>.15 Disla$ Returns 8'er'ie3 for *ustomer Returns............................................................2

>.16 Perform Arti&le 9nse&tion in the "arehouse...................................................................

>.1, Determine *ustomer Refun# an# *reate *re#it (emo Reuest +*(R.........................>

>.1I Disla$ Returns 8'er'ie3 for *ustomer Returns............................................................5

>.1! %illing of *re#it (emo Reuest.......................................................................................6

>.20 Disla$ Returns 8'er'ie3 for *ustomer Returns............................................................,

>.21 @ollo3-: Pro&esses.......................................................................................................!

>.22 A&&ounts Re&ei'ale +15,..............................................................................................!

5 Aen#i4.................................................................................................................................... >0

5.1 Re'ersal of Pro&ess Stes..................................................................................................>0

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5.2 Reorts................................................................................................................................>1

5. :se# @orms.........................................................................................................................>

6 Defining ueries for Personal 8e&t "orlist +P8"B..............................................................>

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Advanced Returns Management – CustomerReturns

! "urpose

ou &an use this usiness ro&ess to manage &ustomer returns in SAP ERP. *ustomer returnsin'ol'e the returns of goo#s from a no3n &ustomer to either a &oman$ lo&ation or an e4ternal'en#or.

he usiness ro&ess for a &ustomer returns usiness transa&tion al3a$s starts 3ith the &reation ofa returns or#er in SAP ERP. ou &an se&if$ an e4isting sales or#er or a &orreson#ing illing#o&ument +in'oi&e as the referen&e for a returns or#er. Suseuent ro&ess stes in'ol'e the initialh$si&al return of arti&les from the &ustomer site7 logisti&al follo3-u a&ti'ities for the returne#arti&les7 an# #etermination of the &ustomer refun#. 9n e'er$ hase of the usiness ro&ess7 $ou &an

monitor returns ro&essing7 for e4amle7 $ #isla$ing all asso&iate# #o&uments.

*ustomer returns ro&esses &an e short an# simle or &omle4 an# fragmente#. An e4amle of asimle &ustomer returns ro&ess is the return of arti&les in their original a&aging to the &ounter.he returne# arti&les &an e oste# to unrestri&te#-use sto& an# the &ustomer &an imme#iatel$ getthe mone$ a&. *ustomer returns ro&esses get more &omle4 if the returne# arti&les ha'e to efor3ar#e# to another lo&ation or to a 'en#or7 for e4amle7 for inse&tion. 9n the latter &ase7 thero&ess also in&lu#es7 as an interme#iate ste7 finan&ial settlement 3ith the 'en#or.

his #o&ument fo&uses on the t3o most imortant &ustomer return s&enarios/

• Advanced Returns Management# Advanced $otice

9n this s&enario7 the &ustomer &onta&ts the lo&al ran&h or #istriution &enter an# informs the internal

sales reresentati'e that the &ustomer 3ants to return some goo#s that are still at the &ustomer site.he sales reresentati'e &reates a returns or#er to initiate the return of arti&les to one of the

&oman$Ks lo&ations%

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

9n this s&enario7 $ou ha'e alrea#$ re&ei'e# the arti&le 3hen $ou &reate the returns or#er to triggerthe &ustomer returns ro&ess. he &ustomer has either returne# the goo#s to the &ounter #ire&tl$ orhas sent the arti&les to one of $our &oman$Ks lo&ations 3ithout a#'an&e# noti&e. he latter &asealso in&lu#es the s&enario that the &ustomer gi'es the goo#s that the &ustomer 3ants to return to$our asso&iates7 3hen the$ are at the &ustomer site for a normal #eli'er$.

here are further returns s&enarios for more se&ifi& situations su&h as/

- Dire&t return to 'en#or +from the &ustomer site7

- 9nse&tion at &ustomer site7

- Arti&le still unno3n

3hi&h are not &onsi#ere# in this #o&ument.

o e ale to &reate a returns or#er 3ith referen&e to a sales or#er or the &orreson#ing in'oi&e+illing #o&ument7 e4e&ute Sales Order Management Step 4.1 Alternative 1: Standard Order +,1an# 6.> 3ith at least 2 #ifferent line items rior to this usiness ro&ess.

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"rocess 'lo

he &ustomer returns ro&ess flo3 &omrises the follo3ing asi& ro&ess stes/

• Create returns order

ou &an &reate the returns or#er 3ith referen&e to an e4isting sales or#er7 to the &orreson#ingilling #o&ument +in'oi&e7 or 3ithout an$ referen&e. ou se&if$ the returns-se&ifi& #ata for Advanced Returns Management on the Returns ta.

• Create returns delivery and post goods receipt

"hen $ou sa'e the returns or#er7 the s$stem &reates a returns #eli'er$ for the returns or#erautomati&all$. "hen $ou re&ei'e the arti&les into the 3arehouse after a shiment from the &ustomersite7 $ou ost the goo#s re&eit as art of returns #eli'er$ ro&essing. 9n the Advanced ReturnsManagement: Article Received s&enario in 3hi&h $ou sele&t the Article Received &he&o4 forreturns or#er items7 the s$stem osts the goo#s re&eit for the &orreson#ing returns #eli'er$automati&all$. 9n *ustomi;ing7 $ou &an se&if$ the storage lo&ation an# the sto& t$e for the sto&of returne# arti&les. ou &an mae these se&ifi& sto& settings for the logisti&al follo3-u a&ti'itiesReceive into Plant 7 Immediately Move to ree Availa!le Stoc" 7 Immediately Move to Scrap7 an#

Immediately Move to Speci#ied Stoc" .

• "erorm article inspection

ou inse&t the returne# arti&les in the 3arehouse for the returns #eli'er$ using the se&ifi& ArticleInspection in $are%ouse transa&tion. ou &an enter a single inse&tion result for the 3hole returns#eli'er$ or han#ling unit +#ata entr$ on hea#er le'el7 or $ou &an enter #ifferent inse&tion results forthe returns #eli'er$ items +#ata entr$ on item le'el. ou &an e'en slit a returns #eli'er$ item if theinse&tion re'eals that suuantities of the returne# arti&le ha'e #ifferent &on#itions.

• eine logistical ollo*up activities

ou also #efine an# &onfirm logisti&al follo3-u a&ti'ities in the Article Inspection in $are%ousetransa&tion7 either together 3ith the re&or#ing of inse&tion results or as a searate ste. he

roosal an# &onfirmation of logisti&al follo3-u a&ti'ities &an also e searate stes. "hen $ou&onfirm the logisti&al follo3-u a&ti'ities7 the s$stem &reates the &orreson#ing follo3-u #o&umentsautomati&all$.ou #efine logisti&al follo3-u a&ti'ities at hea#er le'el7 at item le'el7 or at slit-item le'el similar tothe inse&tion #ata entr$.

ou ha'e the follo3ing otions/

• Puta3a$ ) transfer returne# arti&le to the unrestri&te#-use sto&

• S&ra the returne# arti&le

• ransfer returne# arti&le to se&ifie# sto&L e4amle/ %-sto& for slightl$ #amage# arti&les

• @or3ar# returne# arti&le to another store or D*

• @or3ar# returne# arti&le to an e4ternal 'en#or

• Sen# a& returne# arti&le to &ustomer

• Sen# a& arti&le to last lant +after a store return

• Create credit memo re+uest

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9f $ou sele&t &y 'redit Memo Re(uest or A#ter Receipt o# 'redit Memo as the refun# &ontrol in areturns or#er item7 $ou must use the 'ustomer Re#und )etermination transa&tion to &reate a &re#itmemo reuest for the &ustomer.

• Create credit memo9f $ou sele&t Immediately as the refun# &ontrol in returns or#er items7 $ou &reate a &re#it memo forthose items. 9f $ou mae the aroriate settings in *ustomi;ing7 the s$stem &reates the &re#itmemo automati&all$ 3hen $ou sa'e the returns or#er.

9n a##ition $ou &reate &re#it memos for the &re#it memos reuests 3hi&h $ou oste# in the'ustomer Re#und )etermination transa&tion.

• Monitor customer returns processes

A#'an&e# Returns (anagement offers $ou a se&ifi& Returns Overvie* #or 'ustomer Returnstransa&tion 3hi&h allo3s $ou to monitor all the #o&uments asso&iate# 3ith a &ustomer returnsusiness transa&tion. 9n a##ition7 $ou &an &he& the o'erall ro&essing status7 the logisti&alro&essing status7 an# the refun#ing status.

, "rere+uisites

,%! SA" Menu and path description

he ath #es&ritions in this #o&ument refer to the SAP Easy Access SAP Retail menu.SA" -R" Menu SAP Easy Access SAP Retail menu +"10

,%, Master ata and .rgani/ational ata

SAP %est Pra&ti&es for Retail #eli'ers three sets of master #ataL @ashion7 Har# Goo#s an# @oo#7along 3ith &ommon organi;ational #ata. 9n arti&ular the three master #ata sets &ontain #ifferentarti&les as sho3 in the tale elo3.

:suall$ all three master #ata sets are installe# in a %est Pra&ti&es s$stem. Ho3e'er7 $ou&an e4&lu#e master #ata sets #uring installation so that &ertain #ata use# in this

#o&umentation might e missing.

Arti&le information/

Master ata 'ashion 0ard 1oods 'ood

Arti&le P*S-01-AR111

+use 'ariants

P*S-01-AR>11

P*S-01-AR>12

P*S-01-AR21

P*S-01-AR22

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Master ata 'ashion 0ard 1oods 'ood

P*S-01-AR111001 )P*S-01-AR11100I

P*S-01-AR>1

P*S-01-AR>1>

P*S-01-AR>15

P*S-01-AR2

P*S-01-AR2>

P*S-01-AR25

*ommon organi;ational #ata/

.rgani/ational ata

Site =M01

Storage Bo&ation 100,

Sol#-to-art$ P*S-*01

Shi-to-art$ P*S-*01

Shiing Point =S01

Sales 8rgani;ation 1000

Distriution *hannel 20

Di'ision 10

Additional eault 2alues

ou &an test the s&enario 3ith other SAP %est Pra&ti&es #efault 'alues that ha'e the same&hara&teristi&s. *he& $our SAP E** s$stem to fin# out 3hi&h other arti&le master #ata e4ists.

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,%3 usiness Conditionshe usiness ro&ess #es&rie# in this &usiness Process Do&umentation is art of a igger &hain ofintegrate# usiness ro&esses or s&enarios. As a rereuisite7 $ou must ha'e &omlete# the

usiness ro&esses eforehan# an# fulfille# the follo3ing usiness &on#itions efore $ou &an startgoing through this s&enario.

o e4e&ute this a&ti'it$7 refer to %usiness Pro&ess Do&umentation for Sales Order Management+,-1. E4e&ute all the s&enario stes #es&rie# in Se&tion 4.1 Alternative 1: Standard Order an#ro&ee# &reating a &illing )ocument #es&rie# in Se&tion 6.>. *reate at least 2 #ifferent line itemsusing the arti&les mentione# in the tale elo3.

Article 4uantity Comment

P*S-01-AR111001 +@ashion

P*S-01-AR111002 +@ashion

10

12

:se onl$ one arti&le from themaster set $ou are using forthe &omlete ro&ess.

P*S-01-AR>11 +Har#goo#s

P*S-01-AR>12+Har#goo#s

10

12


P*S-01-AR21 +@oo#

P*S-01-AR22 +@oo#

10

12


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,%5 Roles

6se

he roles liste# in the tale elo3 must e assigne# to $our logon user to e ale to test thisusiness ro&ess in the et"ea'er %usiness *lient +"%*. ou onl$ nee# the roles if $ou use the"%* interfa&e. ou #o not nee# them if $ou use the stan#ar# SAP G:9.

"rere+uisites

he roles must ha'e een installe# in the SAP et"ea'er %usiness *lient.

usiness Role Technical $ame "rocess Step Transaction

Sales A#ministrator SAPN%PRNSABESPERS8NS

*reate Returns 8r#erPrint Returns or#er

=A017 =A027=A0

Sales A#ministrator+D9@(

SAPN%PRNSABESPERS8ND9@(NS

Disla$ Returns 8'er'ie3 (SRNR*N*

"arehouse *ler SAPN%PRN"AREH8:SE*BERNS

Post Goo#s Re&eit =B02

"arehouse *ler+D9@(

SAPN%PRN"AREH8:SE*BERND9@(N S

Perform Arti&le 9nse&tion in the"arehouse

(SRN9SP"H

Sales %illing +D9@( SAPN%PRN%9BB9G ND9@(NS

Determine *ustomer Refun# an#*reate *re#it (emo Reuest +*(R

(SRN*RD

%illing A#ministrator SAPN%PRNSABESPERS8NRNS

%illing of *(R =@0>

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3 "rocess .vervie Tale

9n or#er to &he& the rogress of $our &ustomer returns ro&ess in the Returns Overvie* #or'ustomer Returns transa&tion this #o&ument #es&ries a monitoring a&ti'it$ after ea&h ro&ess ste.

3%! Advanced Returns Management# Advanced $otice

"rocess step usinesscondition

usiness role Transactioncode

-8pected results

*reate returnsor#er

*reate returns

#eli'er$ in thea&groun#

*ustomerreuest toreturngoo#s

Sales A#ministrator

/A01 Returns or#er an#returns #eli'er$&reate#

(onitor returnsro&ess

Seeo'er'ie3 of returnsro&ess

Sales A#ministrator

MSR2R''

Post goo#sre&eit

*ustomersent returns

"arehouse*ler

/305 he goo#s re&eitis oste#

Perform arti&leinse&tion in the3arehouse

9nse&tion "arehouse*ler

MSRI5SP$ 6

9nse&tion resultsentere# an#logisti&al follo3-ua&ti'ities #efine#



Sales A#ministrator

MSR2R''

Determine&ustomer refun#

*reation*re#it(emoReuest

Sales %illing MSR'R) *re#it memoreuest +*(R&reate#

%illing of *(R %illing A#ministrator

/04 *re#it memooste#7 #o&umentrinte#



Sales A#ministrator

MSR2R''

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5 "rocess Steps

5%! Advanced Returns Management# Advanced $otice9n this s&enario7 the &ustomer &onta&ts the lo&al ran&h or #istriution &enter an# informs the internal

sales reresentati'e the nee# to return some goo#s that are still at the &ustomer site. he sales

reresentati'e &reates a returns or#er to initiate the return of arti&les to one of the &oman$Ks

lo&ations. After the arti&les ha'e arri'e# in the &oman$Os lo&ation7 a 3arehouse 3orer7 3ho is the

inse&tor7 erforms the arti&le inse&tion as a asis for further logisti&al stes of the returne# arti&les

an# the finan&ial settlement 3ith the &ustomer. he inse&tor enters reuire# #ata in the s$stem

using the ne3 Article Inspection in $are%ouse transa&tion. "hen the inse&tor &onfirms the

logisti&al follo3-u a&ti'ities in this transa&tion7 the s$stem &reates the logisti&al follo3-u #o&uments

automati&all$. After the &omletion of the logisti&al a&ti'ities7 the internal sales reresentati'e or a

se&ialist in the role of a returns manager #efines the refun# for the &ustomer using the ne3'ustomer Re#und )etermination transa&tion. As interme#iate stes7 $ou &an use the ne3 Returns

Overvie* #or 'ustomer Returns transa&tion to monitor the 3hole returns ro&ess an# all asso&iate#

#o&uments in the #ifferent ro&ess hases.

5%, Create Returns .rder

6se

9n this ro&ess ste7 $ou &reate the returns or#er to trigger the &ustomer returns ro&ess in thes$stem.

"rere+uisites

ou &an &reate the returns or#er 3ith referen&e to a re&e#ing sales or#er or the &orreson#ingilling #o&ument. 9n this Advanced Returns Management: Advanced 5otice ro&ess 'ariant 3e&reate the returns or#er 3ith referen&e to a illing #o&ument.

"rocedure

1. A&&ess the transa&tion &hoosing one of the follo3ing na'igation otions/

.ption !# SA" 1raphical 6ser Interace (SA" 16I)

SA" -R" Menu 3ogistics Retailing Sales Sales Order Order 'reate

Transaction Code VA01

.ption ,# SA" $et9eaver usiness Client (SA" $9C)

usiness Role Sales A#ministrator +SAPN%PRNSABESPERS8NS

usiness Role Menu Sales → Sales Orders → Sales Order Processing → 'reate Sales

Order +/A01

2. 8n the 'reate Sales Order: Initial Screen7 mae the follo3ing entries/

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'ield name 6ser Action and 2alues Comment

Order 2ype YRE2

Sales Organi7ation 1000

)istri!ution '%annel 20

)ivision 10

. *hoose 'reate *it% Re#erence. SAP "%*/ enter the referen&e #o&ument numer in theRe#erence )ocument fiel#.

>. 9n the 'reate *it% Re#erence #ialog o47 enter the illing #o&ument numer on the &ill)oc ta7an# then &hoose Item selection.

5. 8n the follo3ing 'reate *it% Re#erence s&reen7 sele&t the items to e referen&e# an# &hoose'opy .

6. 8n the Returns ta age of 'reate Advanced Returns: Overvie* s&reen7 mae the follo3ingentries/

'ield name 6ser action and values Comment

Article PCS-01-ART111001 +@ashion

PCS-01-ART411 +Har# Goo#s

PCS-01-ART321 +@oo#

Arti&le alrea#$ een&oie# from the referen&e#o&ument

Order (uantity 10 *oie# from the referen&e#o&ument. Sales uantit$an# returne# uantit$ arei#enti&al

Return Reason 001 *ustomer or#ere# too mu&h

ollo*89p Act. 0001 Re&ei'e into Plant

Re#und 'ontrol R %$ *re#it (emo Reuest Refun# #etermination later

,. (ae the follo3ing entries for the arti&le in the se&on# line. :se 5ext Item in the Returns ta to&hange to se&on# line.




PCS-01-ART322 +@oo#

Arti&le alrea#$ een&oie# from the referen&e#o&ument

Order (uantity 12 *oie# from the referen&e#o&ument. Sales uantit$an# returne# uantit$ arei#enti&al

Return Reason 003 Pro#u&t #amage#


Re#und 'ontrol R %$ *re#it (emo Reuest Refun# #etermination later

SAP AG of >




I. Doule-&li& the first line item an# na'igate to the S%ipping ta an# initiali;e the Stor.3ocation fiel# for all lines items. :se 5ext Item to #isla$ the se&on# line item an# again #elete thestorage lo&ation on the S%ipping ta.

!. *hoose Save. (ae a note of the returns or#er numer here/ NNNNNNNNNNNNNNNNNNNNNN

10. *hoose &ac" +@ to return to the SAP Easy Access SAP Retail menu +SAP G:9.

Result

ou ha'e &reate# a returns or#er to initiate the &ustomer returns ro&ess. he s$stem has &reate#the returns #eli'er$ as logisti&al follo3-u #o&ument automati&all$.

5%3 isplay Returns .vervie or Customer Returns

6se

"ith the Returns Overvie* #or 'ustomer Returns transa&tion $ou monitor the rogress of $our&ustomer returns ro&esses.

he Returns Overvie* s&reen &omrises four areas. 9n the sele&tion s&reen area7 $ou enteraroriate sele&tion &riteria to sele&t the &ustomer returns ro&esses $ou 3ant to monitor. A&ustomer returns ro&ess is reresente# $ the initial returns or#er. 9n the area on the right the resultof $our sele&tion is #isla$e#. he 6eader 3ist &ontains the returns or#er #o&uments that meet $oursele&tion &riteria. he Item 3ist sho3s the items of the returns or#er #o&ument sele&te# in thehea#er list. he )etail 2ree #isla$s all the return stes +follo3-u #o&uments asso&iate# 3ith areturns or#er item that $ou ha'e sele&te# in the item list.

At this stage of the &ustomer returns ro&ess7 $ou &ontrol the &reation of the returns or#er an# thereturns #eli'er$. 9n a##ition7 $ou &an &he& the ne4t stes in the ro&ess.

"rocedure



SA" -R" menu 3ogistics→Retailing→ Sales→ Sales Order → Environment

→ Advanced Returns Management → Disla$ *ustomer Returns

8'er'ie3

Transaction code MSR_TRC_C


usiness role Sales A#ministrator +D9@(+SAPN%PRNSABESPERS8ND9@(NS

usiness role menu Sales Sales Orders Returns 2rac"ing o# 'ustomer

Returns +MSR2R''

2. (ae the follo3ing entries in the sele&tion s&reen area in the left.

SAP AG Page 1, of >




'ield name 6ser action and values

Sales )ocument <returns r!er num"er #rm pre$%us step>

. *hoose Execute.

>. o see the #etails of the se&on# item sele&t this item in the Item 3ist an# &hoose )isplay )etails.

5. (ae a note of $our returns #eli'er$ numer/NNNNNNNNNNNNNNNNNNNNNNNN

ou &an na'igate to all #o&uments in the returns ro&ess $ #oule-&li&ing the returnsste or $ &li&ing the h$erlin on the #o&ument numer.

Result

ou &an see the returns ste Returns )elivery 3ith ro&essing status )ocument created 3as

automati&all$ &reate# for the Returns Order . he o'erall Processing Status is Process incomplete.he 'redit Memo Re(uest an# oods Receipt return stes are #isla$e# 3ith status )ocument notyet created . 9n e'er$ ste of the ro&ess $ou &an &reate the &re#it memo reuest an# refun# the&ustomer.

he ne4t ste is no3 the Post oods Receipt for the returns #eli'er$ relate# to the returns or#er asart of returns #eli'er$ ro&essing.

5%5 "ost 1oods Receipt

6se

"hen the arti&les arri'e in the se&ifie# re&ei'ing lo&ation7 $ou &an ost the goo#s re&eit $

ro&essing the automati&all$ &reate# returns #eli'er$ from the last ro&ess ste. A&&or#ing to the &ustomi;ing settings for the usiness ro&ess7 returne# arti&les are oste# to areturns sto& 3ith sto& t$e &loc"ed Stoc" . As this returns sto& is 'aluate#7 usual a&&ounting an#&ontrolling #o&uments are generate# in the a&groun# an# relate# to the arti&le #o&ument.

"rocedure



SA" -R" menu 3ogistics Retailing Merc%andise 3ogistics 3ogistics

Execution Out!ound Process oods Issue #or Out!ound

)elivery Out!ound )elivery '%ange

Transaction code V&02'


usiness role "arehouse *ler +SAPN%PRN"AREH8:SE*BERNS

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

'%ange )elivery +/305

2. (ae the follo3ing entries/

SAP AG Page 1I of >




5%; "erorm Article Inspection in the 9arehouse

6se

9n this ro&ess ste7 $ou enter inse&tion results for returne# arti&les an# $ou #efine logisti&al follo3-u a&ti'ities to mo'e the arti&les to the final #estination.

he &ustomer has returne# the arti&les as follo3s/

<ine Item Article 4uantity & Article condition

10 P*S-01-AR111001 +@ashion

P*S-01-AR>11 +Har# Goo#s

P*S-01-AR21 +@oo#

:se onl$ one arti&le from the master set$ou are using for the &omlete ro&ess.

10 are 8

20 P*S-01-AR111002 +@ashion

P*S-01-AR>12 +Har# Goo#s

P*S-01-AR22 +@oo#


12 total

I are 8 an# > are not 8

"rere+uisites

ou &an onl$ enter inse&tion results for returns #eli'eries for 3hi&h $ou ha'e oste# the goo#sre&eit.

"rocedure




→ Advanced Returns Management → Enter Arti&le 9nse&tion in

"arehouse

Transaction code MSR_+'SP,


usiness role "arehouse *ler +D9@( +SAPN%PRN"AREH8:SE*BERND9@(NS

usiness role menu $are%ouse Management → Receiving → Returns → Enter Article

Inspection in $are%ouse +MSRI5SP$6

2. (aintain the sele&tion #ata as follo3ing/


SAP AG of >




Deli'er$ items 3aiting forinse&tion

sele&t

Deli'er$ <!el%$er( #rm last steps>

. *hoose Execute +@I.>. 8n the '%ange: Article Inspection in $are%ouse #or )elivery screen< sele&t the Item ta. 9n the

tale on to7 $ou see the t3o #eli'er$ items. he uantit$ in the Original ;ty &olumn mat&hes there&ei'e# uantit$ to e inse&te#.

5. +8rgani;ational ou inse&t the 10 ie&es of the first returne# arti&le. he arti&le is o an# $ou#e&i#e to transfer the goo#s to unrestri&te#-use sto&.

6. Enter the follo3ing #ata for #eli'er$ item 10/


9nse&tion *o#e 0001 8

*omment .r%/%nall( pa)e!

9nse&te# uantit$ 10 9s set as #efault

@ollo3-: A&ti'it$ 0011 ransfer to @ree A'ailale

Sto&

,. *hoose Enter . he traffi& light in the Inspection Result frame &hanges to green. he traffi&light in the 3ogical ollo*89p frame &hanges to $ello3.

I. *hoose 5ext Entry from the tales tool ar7 to get to the inse&tion-item 0002.

!. +8rgani;ational ou inse&t the 12 ie&es of the se&on# returne# arti&le an# $ou see that thea&ages are roenL I ie&es are 8 ut > ie&es are o'iousl$ #amage#. Sin&e the a&agesare roen $ou #e&i#e to transfer the I ie&es to %-sto&7 an# the other > to s&ra. 8n the asisof that7 $ou ha'e to &reate an inse&tion slit to enter #ifferent inse&tion results forsuuantities.

10. Sele&t #eli'er$ item 20 in the tale an# &hoose 'reate Split Item from the taleKs toolar. hisgenerates t3o inse&tion slit items for #eli'er$ item 20.

11. Doule-&li& inse&tion slit item 0001 of #eli'er$ item 20 in the tale to #isla$ this inse&tionitem in the #etail area. Enter the follo3ing #ata/


Inspection 'ode 0003 Partl$ 8

'omment Pa)a/e %s "ren

Inspected ;uantity

ollo*89p Activity 001 ransfer to Se&ifie# Sto&

2arget Storage 3oc. 100

12. *hoose Enter . he traffi& light in the Inspection Result frame &hanges to green. he traffi&light of the 3ogistical ollo*89p frame &hanges to $ello3.

1. *hoose 5ext Entry from the tales toolar to #isla$ inse&tion item 0002

1>. Enter the follo3ing #ata for the se&on# suuantit$/


SAP AG of >




Inspection 'ode 0002 ot 8

'omment !ama/e! "( )ustmer

Inspected ;uantity 4

ollo*89p Activity 0012 ransfer to S&ra

15. *hoose Enter . he traffi& light in the Inspection Result frame &hanges to green. he traffi&light of the 3ogistical ollo*89p frame &hanges to $ello3.

16. Go to the 6eader ta. ou see that for the Inspection Status fiel# the 'alue has &hange# toInspected an# that the traffi& light has s3it&he# to green. his signals that all returne# arti&lesare inse&te#.

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

After $ou sa'e the inse&tion #ata7 the s$stem &reates a searate inse&tion #o&umentfor ea&h #eli'er$ item or slit item. 9t is ossil$ still &hange #ata in this ro&ess ste

efore $ou &onfirm the logi&al follo3-u a&ti'ities. After the &onfirmation of follo3-ua&ti'ities7 the s$stem &rate# logi&al follo3-u #o&uments a&&or#ing to the se&ifie#logi&al follo3-u a&ti'ities an# asso&iate# #ata.

Result

ou ha'e inse&te# the re&ei'e# arti&le. he result of the inse&tion 3as reorte#. he s$stemgenerate# follo3 u #o&uments.

5%7 isplay Returns .vervie or Customer Returns

6se

At this stage of the &ustomer returns ro&ess an# the &reation of the follo3-u #o&uments.

"rocedure

Refer to the ro&e#ure #es&rition in Se&tion >.2.

Result

@or the first returns or#er item $ou &an see the t3o returns stes Inspection an# 3ogistical ollo*89p 3ith ro&essing status )ocument complete. 9n a##ition $ou see a no#e 2rans#er to #ree availa!lestoc" refle&ting that $ou sele&te# follo3-u a&ti'it$ 0011 +2rans#er to #ree availa!le stoc" for thisarti&le. %elo3 this no#e $ou see the returns ste oods Movement to 9nrestricted 9se8Stoc" reresenting the &orreson#ing arti&le #o&ument.

@or the se&on# returns or#er item for 3hi&h $ou ha'e to &reate an inse&tion slit7 $ou &an see t3oSplit !y Inspection no#es. %elo3 ea&h no#e $ou see another no#e *ustomer return 3ith shiment tosite +&ontinue# 3hi&h no3 &ontains the Inspection an# 3ogistical ollo*89p returns ste.

SAP AG of >




he other su no#e refle&ts the sele&te# logisti&al follo3-u a&ti'it$7 3hi&h is 2rans#er to #reespeci#ied stoc" for the first inse&tion slit item an# 2rans#er to scrap for the se&on# item. %elo3these su no#es $ou the &orreson#ing goo#s mo'ement returns ste.

he ro&essing status for no#es is Process complete an# )ocument complete for returns stesreresenting a #o&ument.

5%= etermine Customer Reund and Create Credit MemoRe+uest (CMR)

6se9n a &ustomer returns ro&ess7 &ustomer refun# #etermination is a ro&ess ste in 3hi&h $ou #efinethe refun# amount that the &ustomer is to re&ei'e for returne# arti&les. 9n A#'an&e# Returns(anagement $ou use the 'ustomer Re#und )etermination transa&tion for this ro&ess ste. histransa&tion ro'i#es $ou 3ith a &omrehensi'e 'ie3 of all the #ata from re'ious ro&ess stes. ou

&an see the returns-se&ifi& #ata entere# in either the returns or#er or from the material inse&tionerforme# in the &oman$ 3arehouse. *ustomer refun# #etermination results in the &reation of&re#it memo reuests for 3hi&h $ou &reate &re#it memos for the &ustomer using stan#ar# illingro&e#ures.

9n our returns s&enario $ou refun# the 3hole sales ri&es for the first arti&le 3hi&h has een returne#in the original a&aging. @or the se&on# arti&le $ou re#u&e the refun# amount for the I ie&es 3hi&hare o ut the a&age has een roen an# $ou #e&i#e that $ou 3ill not gi'e a refun# for the#amage# ie&es in a suuantit$ of >.

9n Advanced Returns Management $ou ha'e to &reate a &re#it memo reuest 3ithree&tion reason to enter the information in the s$stem that the &ustomer #oes not get arefun#.

<ine Item Article 4uantity & Article condition

10 PCS-01-ART111001 +@ashion

PCS-01-ART411 +Har#goo#s

PCS-01-ART321 +@oo#


10 < full refun#

20 PCS-01-ART111002 +@ashion


PCS-01-ART322 +@oo#


12 total

< re#u&e# refun#

4 < no refun#

SAP AG Page 2 of >




"rocedure

1. A&&ess the transa&tion using one of the follo3ing otions/


SA" -R" menu 3ogistics → Retailing→ Sales → Sales Order → Environment

→ Advanced Returns Management → )etermine 'ustomer

Re#und

Transaction code MSR_CR


usiness role Sales %illing +D9@( +SAPN%PRN%9BB9GND9@(NS

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

2. Enter the returns or#er numer in the Returns Order fiel# from the first ste7 sele&t the Entire

document is *aiting #or re#und ra#io utton7 an# &hose Execute. he s$stem #isla$s the itemsof the returns or#er on the 9nprocessed Items ta. @or the se&on# returns or#er item $ou &ansee t3o a##itional lines for the inse&tion slit items.

he 'opy to 'MR &he&o4 se&if$ing 3hether an item is rele'ant for the 'redit MemoRe(uest to refun# the &ustomer is sele&te# automati&all$ for line items that are rea#$ for refun#ing.

As a #efault the s$stem sele&ts the oreground Processing &he&o4 in the 'reditMemo Re(uest frame for ne3 users. Ho3e'er7 $ sele&ting Edit = 9ser Settings fromthe menu $ou &an #efine a user rofile in 3hi&h $ou &an &hange this #efault.

. @or returns or#er item 10 $ou enter R00 +00> Reduction in the Re#und 'ode &olumn. @orreturns or#er item 20 $ou enter R0 +0> Reduction in the Refun# *o#e &olumn for the firstinse&tion slit line an# ?0 +)amaged return< no re#und in the Re@ectionReason &olumn for these&on# inse&tion slit line. *hoose 'reate 'redit Memo Re(uest from the tales toolar.

he s$stem #isla$s the 'reate 'MR Advanced Return: Overvie* s&reen7 on 3hi&h $ou &an&hange the #ata on the &re#it memo reuest to e &reate#.

>. *hoose Save.

he s$stem #isla$s a #ialog o4 3ith the numer of the &reate# *(R #o&ument. "rite#o3n the numer here NNNNNNNNNNNNNNNNNNNNNNNNN

5. *hoose &ac" +- t3i&e to return to the SAP Easy Access SAP Retail menu.

Result

ou ha'e &reate# at &re#it memo reuest to trigger the refun# for the &ustomer for the first arti&lean# a suuantit$ of the se&on# arti&le an# re&or# that the &ustomer #oes not get a refun# forsuuantit$ of #amage# arti&les.

SAP AG Page 2> of >




5%> isplay Returns .vervie or Customer Returns

6se

9n this ste7 $ou &an &he& the rogress of $our returns ro&ess.

"rocedure


Result

@or the first returns or#er item $ou &an see the returns ste 'redit Memo Re(uest 3ith ro&essingstatus )ocument complete. 9n a##ition $ou see the returns ste *re#it (emo 3ith ro&essing status)ocument not yet created .

@or the se&on# returns or#er item for 3hi&h $ou ha'e to &reate an inse&tion slit $ou &an see t3oSplit !y Inspection no#es. %elo3 ea&h no#e $ou see another no#e *ustomer return 3ith shiment tosite +&ontinue# 3hi&h no3 &ontain the Inspection7 Bogistical ollo*89p an# 'redit Memo Re(uest returns ste.

ou &an see that the traffi& lights are all green an# the o'erall Pro&essing Status is Pro&ess&omlete. he first item has een sent to free a'ailale sto& an# finall$ the &ustomer has eenrefun#e# the total amount. All #o&uments ha'e een &reate# 3hi&h &an also e seen in the o'er'ie3an# the green traffi& light asso&iate# to the SAP #o&uments.

@or the se&on# line item 3ith the slit $ inse&tion the logisti&al follo3 u #e&ision 3as #ifferent asthe refun# #etermination. E'en if some goo#s are o an# 3ere oste# to se&ifie# sto&7 an# othersto s&ra7 it 3as #e&i#e# not to refun# the &ustomer. he &re#it memo reuest for those items ha'eeen ree&te# an# no &re#it memo 3ill e &reate#. he ro&essing status #isla$s Re@ected .

SAP AG of >




5%!? illing o Credit Memo Re+uest

6se9n this a&ti'it$7 $ou &reate the &re#it memo for the &re#it memo reuest $ou ha'e entere# in the'ustomer Re#und )etermination transa&tion.

"rocedure


1. A&&ess the transa&tion as follo3s/

SA" -R" menu 3ogistics Retailing Sales &illing &illing

)ocument Process &illing )ue 3ist

Transaction code V504

2. Enter the #o&ument numer of the &re#it memo reuest in the S) )ocument fiel#7 #esele&t the)elivery8related &he&o47 sele&t the Order8related &he&o4 an# &hoose )isplay&ill3ist +@I.

. Sele&t the line 3ith $our &re#it memo reuest an# &hoose Individual !illing document .

>. *hoose Save.

5. ou return to the Maintain &illing )ue 3ist s&reen. he s$stem #isla$s a message 3ith the&reate# &re#it memo.

6. *hoose &ac" +@ to the SAP Easy Access SAP Retail menu +SAP G:9.

.ption ,# SA" $et9eaver usiness Client (SAP NWBC)

usiness role %illing a#ministrator +SAPN%PRNSABESPERS8NRNS

usiness role menu Sales 6%ll%n/

1. *hoose the &illing due list ta.

2. Enter rele'ant sear&h &riteria7 #esele&t the #eli'er$-relate# &he& o4 an# sele&t the 8r#er-relate# &he& o4 an# &hoose Apply +@I.

. Sele&t the &re#it memo reuest from the re'ious ste an# &hoose Individual &illing )ocument .

>. *hoose Save.

5. *hoose Exit +Shift?@

Result

ou ha'e &reate# a &re#it memo for the &re#it memo reuest to release the refun# to the &ustomer.

SAP AG of >




5%!! isplay Returns .vervie or Customer Returns

6se

9n this ste7 $ou &an &he& the rogress of $our returns ro&ess.

"rocedure


Result

@or the first returns or#er item $ou &an see that the returns ste 'redit Memo Re(uest 3ithro&essing status is )ocument complete. 9n a##ition $ou see the returns ste *re#it (emo 3ithro&essing status )ocument complete.

@or the se&on# returns or#er item for 3hi&h $ou ha'e to &reate an inse&tion slit $ou &an see t3oSplit !y Inspection no#es. %elo3 ea&h no#e $ou see another no#e *ustomer return 3ith shiment tosite +&ontinue# 3hi&h no3 &ontain the Inspection7 Bogistical ollo*89p an# 'redit Memo Re(uest returns ste.

ou &an see that the traffi& lights are all green an# the o'erall Processing Status is Processcomplete. he first item has een sent to free a'ailale sto& an# finall$ the &ustomer has eenrefun#e# the total amount. All #o&uments ha'e een &reate# 3hi&h &an also e seen in the o'er'ie3an# the green traffi& light asso&iate# to the SAP #o&uments.

@or the se&on# line item 3ith the slit $ inse&tion7 the logisti&al follo3-u #e&ision 3as #ifferent asthe refun# #etermination. E'en if some goo#s are o an# 3here oste# to se&ifie# sto& an# others&rae#7 it 3as #e&i#e# not to refun# the &ustomer. he &re#it memo reuest for those items ha'eeen ree&te# an# no &re#it memo 3ill e &reate#7 ro&essing status Re@ected .

he ro&ess is no3 &omlete.

SAP AG Page 2, of >




5%!, Advanced Returns Management# Customer at thecounter

9n this s&enario7 $ou ha'e alrea#$ re&ei'e# the arti&les 3hen $ou &reate the returns or#er to triggerthe &ustomer returns ro&ess. he &ustomer has either returne# the goo#s to the &ounter #ire&tl$7 orhas shie# a uantit$ of goo#s to a 3arehouse or #istriution &enter 3ithout a#'an&e noti&e.

he sales reresentati'e &reates a returns or#er 3hile the &ustomer is at the &ounter an# han#s o'er the arti&les. A&&or#ingl$7 $ou sele&t the Article Received &he&o4 for the returns or#er items. ousele&t Receive into Plant as the follo3-u a&ti'it$7 ut $ou &an also se&if$ S%ip to Ot%er Plant 7 S%ipto /endor or S%ip to /endor via Ot%er Plant< if $ou alrea#$ no3 that the returne# material 3ill notremain at the initial lo&ation.

ou also enter results of an arti&le inse&tion of the returne# arti&le as asis for further logisti&alstes an# the finan&ial settlement 3ith the &ustomer. @or the refun# &ontrol7 $ou enter Immediately if$ou 3ant to trigger the refun# imme#iatel$ or &y 'redit Memo Re(uest if $ou 3ant #efer the #e&isionof the refun#.

he s$stem &reates the logisti&al follo3-u #o&uments automati&all$ ase# on settings for logisti&alfollo3-u a&ti'ities 3hen $ou sa'e the returns or#er.

As otional ste $ou &an monitor the 3hole returns ro&ess in the #ifferent ro&ess hases $ usingthe ne3 Returns Overvie* #or 'ustomer Returns transa&tion.

5%!3 Create Returns .rder

6se

9n this ro&ess ste7 $ou &reate the returns or#er to trigger the &ustomer returns ro&ess in thes$stem.

9n the follo3ing e4amle $ou &reate a returns or#er 3ith four items 3ith #ifferent 'alues for logisti&alfollo3-u a&ti'it$ an# refun# &ontrol.

Item 'ollo 6p activities Reund control

10 0001 Re&ei'e into Plant 9 9mme#iatel$

20 0002 9mme#iate mo'e to freea'ailale sto&

9 9mme#iatel$

0 000 9mme#iate mo'e to s&ra 9 9mme#iatel$

>0 000> Shi to other lant R %$ *re#it (emo Reuest

"rere+uisites

ou &an &reate the returns or#er 3ith referen&e to a re&e#ing sales or#er or the &orreson#ingilling #o&ument.

9n this e4amle $ou &reate the returns or#er 3ithout referen&e.

"rocedure

SAP AG Page 2I of >






SA" -R" menu 3ogistics Retailing Sales Sales Order Order 'reate

Transaction Code VA01.ption ,# SA" $et9eaver usiness Client (SA" $9C)

usiness Role Sales A#ministrator +SAPN%PRNSABESPERS8NS

usiness Role Menu Sales → Sales Orders → Sales Order Processing → 'reate Sales

Order +/A01

2. 8n the 'reate Sales Order: Initial Screen7 mae the follo3ing entries/

'ield name 6ser Action and 2alues Comment

Order 2ype YRE2

Sales Organi7ation 1000

)istri!ution '%annel 20

)ivision 10

. 8n the 'reate Advanced Returns: Overvie* S&reen7 mae the follo3ing entries/


Sold82o Party PCS-C301

S%ip82o Party PCS-C301 Shi-to art$ 3ill e#etermine# automati&all$



PCS-01-ART321 +@oo#


Order (uantity returne# uantit$



Article Received sele&t the &he&o4 Arti&le is re&ei'e# at the&ounter

Re#und 'ontrol + 9mme#iatel$

Re#und 'ode R00 00Re#u&tion o #e#u&tion7 full refun#.

Inspection 'ode 0001 8

>. *reate a se&on# returns or#er item 3ith the follo3ing entries/

SAP AG Page 2! of >







PCS-01-ART322 +@oo#


Order (uantity 10 returne# uantit$


ollo*89p Act. 0002 9mme#iate (o'e to @ree

A'ailale Sto&



Re#und 'ode R00 00Re#u&tion o #e#u&tion7 full refun#.

Inspection 'ode 0001 8 9nse&tion at the &ounter 8

'omment .r%/%nall( pa)a/e!

5. *reate a thir# returns or#er item 3ith the follo3ing entries/




PCS-01-ART323 +@oo#


Order (uantity 7

returne# uantit$Return Reason 003 Pro#u&t #amage#

ollo*89p Act. 0003 9mme#iate (o'e to S&ra



Re#und 'ode R03 0Re#u&tion 0 re#u&tion for thes&rae# item

Inspection 'ode 0003 Partl$ 8 9nse&tion at the &ounter

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6. *reate a fourth returns or#er item 3ith the follo3ing entries/




PCS-01-ART324 +@oo#


Order (uantity 4 returne# uantit$


ollo*89p Act. 0004 Shi to 8ther Plant

5ext Site M001


Re#und 'ontrol R %$ *re#it (emo Reuest he &ustomer 3ill get a &re#itmemo

Inspection 'ode 0001 8 9nse&tion at the &ounter 8

,. *hoose Save. ote #o3n the returns or#er numer/ NNNNNNNNNNNNNNNNNNNNNNNNN

I. Go &ac" +@ to the SAP Easy Access SAP Retail menu +SAP G:9.

Result

ou ha'e &reate# a returns or#er to initiate the &ustomer returns ro&ess. he s$stem has &reate#the returns #eli'er$ as logisti&al follo3-u #o&ument automati&all$.

5%!5 "rint .rder Conirmation

he s$stem triggers the rintout of the or#er &onfirmation +see the settings in SAP G:9 transa&tion==12 for outut t$e %A00 an# #efaults in $our user settings in transa&tion S:.

ou &an also start the rintout manuall$/



SA" -R" menu 3ogistics Retailing Sales Sales Order Order )isplay

Transaction code VA03

2. Enter the or#er numer on the )isplay Sales Order: Initial S&reen. @rom the menu7 &hoose

Sales )ocument → Issue Output 2o.

. Sele&t the line 3ith the message t$e &A00 .

>. *hoose Print .

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usiness role Sales A#ministrator +SAP5&PRSA3ESPERSO5S

usiness role menu Sales → Sales Orders → Sales Order Processing '%ange Sales

Order

1. Enter the or#er numer on the )isplay Sales Order: Initial S&reen. @rom the menu7 &hoose (ore

→ Sales )ocument → Issue Output 2o.

2. Sele&t the line 3ith the message t$e &A00 .

. *hoose Print .

Result

ou ha'e rinte# the or#er &onfirmation.

5%!: isplay Returns .vervie or Customer Returns

6se

At this stage of the &ustomer returns ro&ess $ou &ontrol the &reation of the returns or#er an# the&reation of the follo3-u #o&uments.

"rocedure


Result

@or the first item7 $ou &an see that the o'erall Processing Status is Process incomplete. he s$stem&reate# the Returns )elivery< oods Receipt an# *re#it (emo7 the 9nse&tion has ro&essingStatus )ocument not yet created.

@or the se&on# item7 $ou &an see that all the traffi& lights are green an# the o'erall ProcessingStatus is Process complete. he sto& is oste# to free a'ailale sto&.

@or the thir# item7 $ou &an see that all the traffi& lights are green an# the o'erall Processing Status isProcess complete. he sto& is oste# to s&ra.

@or the fourth item7 $ou &an see that the ro&ess is Process incomplete. :n#er no#e 'ustomerreturn received directly $ou &an see that returns ste &re#it memo reuest has ro&essing status

Status )ocument not yet created.

A##itionall$ $ou &an see that un#er no#e S%ip to ot%er site the returns sto& transort or#er hasro&essing status )ocument 'omplete. he ne4t logisti&al ste Out!ound )elivery is liste# 3ithro&essing status )ocument not yet created.

ote #o3n the returns #eli'er$ numer from item 10/

Deli'er$ umer/ NNNNNNNNNNNNNNNNNNNNNNNNNNNN

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5%!; "erorm Article Inspection in the 9arehouse

6se

9n this ro&ess ste7 $ou erform the arti&le inse&tion in 3arehouse for item 10 of the returns or#er.

9n this e4amle $ou #etermine# #ifferent arti&le statuses for #ifferent suuantities an# a&&or#ingl$$ou #efine #ifferent follo3-u a&ti'ities.

"rere+uisites

@or a return at the &ounter the rereuisite for an arti&le inse&tion in the 3arehouse7 that is thegoo#s re&eit osting7 is alrea#$ fullfille#.

"rocedure



SA" -R" Menu 3ogistics→Retailing→ Sales→ Sales Order → Environment

→ Advanced Returns Management → Enter Article Inspection

!y $are%ouse

Transaction code MSR_+'SP,


usiness role "arehouse *ler +D9@( +SAPN%PRN"AREH8:SE*BERND9@(NS

usiness role menu $are%ouse Management → Receiving → Returns → Enter Article

Inspection In $are%ouse +MSRI5SP$6

2. (aintain the sele&tion #ata as follo3ing/


)elivery items *aiting #orinspection

sele&t

)elivery Q#eli'er$ from last ste7 item 10

. *hoose Execute +@I.

>. 8n the '%ange: Article Inspection in $are%ouse #or )elivery screen< sele&t the item ta!. 8n theto $ou see the re&ei'e# uantit$.

5. ou inse&t the I ie&es an# $ou #ete&t7 that > are originall$ a&e#7 an# one seems to e#estro$e#. herefore $ou ha'e to slit the I ie&es into >7 3hi&h are 8 an# >7 3hi&h are #efe&t.Sele&t the item line in the to of the s&reen7 an# &hoose 'reate Split Item. his generates t3o

inse&tion-item lines for the slit.

6. @or the inse&tion slit item 0001 enter follo3ing #ata/



'omment .r%/%nall( pa)e!


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ollo*89p Activity 0011 ransfer to @ree a'ailale

Sto&

,. *hoose Enter . he traffi& light of the 9nse&tion Result &hange# to green. he traffi& light of

the Bogi&al @ollo3-: A&ti'it$ &hange# to $ello3.

I. *hoose 5ext Entry 7 to get to the inse&tion slit item 0002 of #eli'er$ item 10.

!. @or the inse&tion slit item 0002 enter follo3ing #ata/



'omment pa)a/e "ren


ollo*89p Activity 001 ransfer to Se&ifie# Sto&

2arget Storage 3oc

100

10. *hoose Enter . he traffi& light of the 9nse&tion Result &hange# to green. he traffi& light ofthe Bogi&al @ollo3-: A&ti'it$ &hange# to $ello3.

11. Go to the 6eader ta. ou see that for the Inspection Status fiel# the 'alue has &hange# toInspected an# that the traffi& light has s3it&he# to green. his signals that all returne# arti&lesare inse&te#.

12. *hoose Save and 'on#irm.

Result

ou ha'e inse&te# the re&ei'e# arti&le. he result of the inse&tion 3as reorte#. he s$stemgenerate# follo3 u #o&uments. he arti&les7 3hi&h are 87 ha# een ooe# automati&all$ to freea'ailale sto&. ou &an &ontrol the &reate# #o&uments through the Returns 8'er'ie3.

5%!7 etermine Customer Reund and Create Credit MemoRe+uest (CMR)

6se

@or line item >0 $ou ha'e sele&te# refun# &ontrol R &y 'redit Memo Re(uest . 9n this ste $ou &reatethe &re#it memo reuest.

"rocedure1. A&&ess the transa&tion using one of the follo3ing otions/



→ Advanced Returns Management → Determine *ustomer

Refun#

Transaction code MSR_CR

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usiness role Sales %illing +D9@( +SAPN%PRN%9BB9GND9@(NS

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

2. (ae the follo3ing entries an# &hoose Execute/

'ield name 6ser action and values

Returns Order <returns r!er num"er>

All open returns orders <sele)te!>

. he s$stem #isla$s item >0 of the returns or#er.

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

5. 9n the 'reate 'MR Advanced Return: Overvie* s&reen &hoose Save.

6. A #ialog o4 reorts the numer of the *(R #o&ument/ NNNNNNNNNNNNNNNNNNNNNNNNN

,. *hoose 'ontinue.

Result

ou ha'e &reate# a &re#it memo reuest #o&ument for returns or#er item >0.

5%!= isplay Returns .vervie or Customer Returns

6se

At this stage of the &ustomer returns ro&ess $ou &ontrol the &reation of &re#it memo.

"rocedure


Result

@or the fourth returns or#er item $ou &an see the returns ste 'redit Memo Re(uest 3ith ro&essingstatus )ocument complete. 9n a##ition $ou see the returns ste 'redit Memo 3ith ro&essing status)ocument not yet created .

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5%!> illing o Credit Memo Re+uest

6se

ou &reate the &re#it memo for the &re#it memos reuest that $ou ha'e oste# in the 'ustomerRe#und )etermination transa&tion.

"rocedure



SA" -R" menu 3ogistics Retailing Sales &illing &illing

)ocument Process &illing )ue 3ist

Transaction code V504

2. Enter the #o&ument numer of the &re#it memo reuest in the S) )ocument fiel#7 #esele&t the

)elivery8related &he&o47 sele&t the Order8related &he&o4 an# &hoose )isplay&ill3ist +@I.

. Sele&t a ro3 an# &hoose Individual &illing )ocument .

>. *hoose Save.

5. ou return to the Maintain &illing )ue 3ist s&reen. he s$stem #isla$s a message 3ith the&reate# &re#it memo.

6. *hoose &ac" +@ to the SAP Easy Access SAP Retail menu +SAP G:9.



usiness role Sales Person +SAPN%PRNSABESPERS8NRNS

usiness role menu Sales &illing

2. *hoose the &illing due list ta.

. Enter rele'ant sear&h &riteria7 #esele&t the #eli'er$-relate# &he& o4 an# sele&t the 8r#er-relate# &he& o4 an# &hoose Apply +@I.

>. Sele&t the returns #eli'er$ from the re'ious stes an# &hoose Individual &illing )ocument .

5. *hoose Save.

6. Go &ac" +@ to the SAP Easy Access SAP Retail menu +SAP G:9.

Result

ou ha'e &reate# a &re#it memo.

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5%,? isplay Returns .vervie or Customer Returns

6se At this stage of the &ustomer returns ro&ess $ou &ontrol the &reation of the &re#it memo of returnsor#er item >0.

"rocedure


Result

@or the fourth item7 $ou &an see that the ro&ess is in&omlete. :n#er no#e 'ustomer returnreceived directly all #o&uments ha'e een &reate# 3ith the ro&essing status )ocument complete.

A##itionall$ $ou &an see that un#er no#e S%ip to ot%er site the returns sto& transort or#er hasro&essing status )ocument 'omplete. he ne4t logisti&al ste Out!ound )elivery is liste# 3ithro&essing status )ocument not yet created.

During inse&tion 3e #e&i#e# to shi the arti&les to other site an# the returns sto& transort or#er3ith or#er t$e :%2 is &reate#. he o'erall Processing Status is Process incomplete #ue the statusof the S%ip to ot%er site ro&ess. @or follo3 on stes see ro&ess ,I shi to other site.

Pro&ess o'er'ie3 tale/

Item 'ollo 6p activities Reund control Result

10 0001 Re&ei'e into Plant 9 9mme#iatel$ *ustomer returns ro&ess is &omlete#. All suseuent #o&uments ha'e een&reate# automati&all$ Please ha'e aloo at the #ifferent arti&le #o&uments&reate# automati&all$ #ue the slit $inse&tion.

20 0002 9mme#iate (o'eto @ree A'ailale Sto&

9 9mme#iatel$ he ro&ess is &omlete#7 allsuseuent #o&uments ha'e een&reate# automati&all$

0 000 9mme#iate (o'eto S&ra

9 9mme#iatel$ he ro&ess is &omlete#7 allsuseuent #o&uments ha'e een&reate# automati&all$.

>0 000> Shi to 8ther Plant R %$ *re#it(emo Reuest

Sto& ransort or#er has een &reate#.@or follo3 on stes see ro&ess ,Ishi to other lant

Suse+uent Chec@#

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*he& the 0 re#u&tion7 3hi&h has een entere# for the item 0 that it has een transferre# to the&re#it memo.

1. Sele&t the item 0 in the returns o'er'ie3 Item 3ist all suseuent #o&uments &reate# are liste#in the )etail 2ree.

2. *li& on the )ocument 5um!er of the 'redit Memo.

. Sele&t the line item.

>. *hoose menu oto → Item → Item 'ondition. *on#ition G0> shoul# e liste# 3ith the

re#u&tion of 0.

5. *hoose &ac" t3i&e an# return to the Returns Overvie* o# 'ustomer Returns s&reen.

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5%,! 'ollo*6p "rocessesou ha'e finishe# all a&ti'ities that are art of the usiness ro&ess #es&rie# in this #o&ument.

o a&&omlish suseuent a&ti'ities of this usiness ro&ess7 &arr$ out the ro&ess stes #es&rie#in one or more of the follo3ing s&enarios7 using the master #ata from this #o&ument.

Ship to other plant (73=) (optional)

6se

9n this a&ti'it$7 $ou #isose of the in'entor$ $ returning to another lant. Do not ro&ess an$ othera&ti'ities in this #o&ument after running the e4ternal ro&ess.

"rocedure

*omlete all a&ti'ities #es&rie# in the &usiness Process )ocumentation of the s&enario/ Returns to

ot%er plant +,- using the master #ata from this #o&ument.

5%,, Accounts Receivale (!:7)

6se

9n this a&ti'it$7 $ou 3ill ost the in&oming a$ment.

"rocedure

:sing the master #ata from this #o&ument7 &omlete all the a&ti'ities #es&rie# in the &usiness

Process )ocumentation of the s&enario/ Accounts Receiva!le +1B, +Se&tions Post Payments using Automatic Payments Program7 Post Incoming Payment #rom 'ustomer Manually 7 Automatic'learing o# open items in customer accounts7 Manual 'learing o# Open items in customer accounts.

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: Appendi8

:%! Reversal o "rocess Steps

ou &an re'erse all ro&ess stes in A#'an&e# Returns (anagement. @ollo3ing $ou &an fin# themost &ommon re'ersal stes.

Create Returns .rder

Transaction code (SA" 16I) VA01

Reversal/ Delete Sales Do&ument

Transaction code (SA" 16I) VA02

usiness role Sales A#ministrator +SAPN%PRNSABESPERS8NS

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

+6omepage

Comment Sele&t $our or#er7 &hoose '%ange< follo3e# $ )elete)ocument

Create Returns elivery and "ost 1R

Transaction code (SA" 16I) V&01'

Reversal/ Delete Deli'er$




'%ange )elivery

Comment Sele&t menu Out!ound

Reversal# Re'erse of Goo#s Re&eit

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Assign Serial $umer


Reversal/ E#it Serial umer




'%ange )elivery

Comment

"ost 1oods Issue


Reversal/ Re'erse Goo#s 9ssue.

Transaction code (SA" 16I) V&08



'ancel oods Issue #or )elivery 5ote

Comment

illing

Transaction code (SA" 16I) V504

Reversal/ *an&el %illing #o&ument

Transaction code (SA" 16I) V511

usiness role %illing A#ministrator +SAPN%PRN%9BB9GNS

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

Comment Go to transa&tion =@117 enter the rele'ant illing #o&ument numer7&hoose Enter7 an# sa'e $our result. An in'oi&e &an&ellation#o&ument has een &reate# alan&ing the original in'oi&e.

:%, Reports

Report title Transactioncode

Comment

Bist of Sales 8r#ers VA0 A list of all sele&te# sales or#ers is #isla$e#.

Bist %illing Do&uments V50 A list of all sele&te# illing #o&uments is#isla$e#.

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9n&omlete SD Do&uments V902 A list of all in&omlete #o&uments on the asis ofthe se&ifie# sele&tion &riteria is #isla$e#.

Returns MC:M Arti&le Anal$sis Returns

*re#it (emos MC:; Arti&le Anal$sis *re#it (emos

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:%3 6sed 'orms

Common'orm $ame

'orm Type 6sed in "rocess step .utput Type Technical name

8r#er*onfirmation

Smart@orm *reate Returns 8r#er %A00 %AANSD8R*

Deli'er$ ote Smart@orm *reate Returns Deli'er$an# Post GR

BD00 %AANSDDB

%ill of Ba#ing Smart@orm *reate Returns Deli'er$an# Post GR

%B1 %AANSD%BD

Sales 9n'oi&e Smart@orm %illing RD00 %AANSD9=

; eining 4ueries or "ersonal .ect 9or@list(".9<)

8tional/ he follo3ing ueries &an e #efine# to test this s&enario in the SAP et"ea'er %usiness*lient +"%*. ou #o not nee# these ueries if $ou are using the stan#ar# SAP G:9.

he ueries are ne&essar$ if $ou 3ant to a&&ess role-se&ifi& 3orlists in the SAP et"ea'er

%usiness *lient +"%*.

@or more information aout the &reation of ueries7 see the se&tion 'reation o# ;ueries in Personal O!@ect $or"lists +PO$3s in the ;uic" uide to Implementing t%e SAP'onsumer Products C $%olesale Pac"age +'5 #o&ument.

usinessRole

Application .ectType

2ariant$ame

2ariantSelections

SelectionCriteria

4uery$ame

%illing A#ministrator

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

%illing @ore4amle/%illing #uelist

customer returns bpd

Documents