Download - 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
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 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
©© 2012 SAP AG. All rights reserved.
Customer Return ManagementScenario Overview
Scenario Explorer
Scenario Description
The following business roles are involved in this scenario:
Click process chevrons for details
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
Processing Inspections
Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Processing Customer Return
Creating Customer Credit Memo
Processing Receivables and Payments
Scenario/Processes
Business Value
Scenario Flow
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
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
+ Further Information
©© 2012 SAP AG. All rights reserved.
Scenario/Processes
Customer Return Management Process Details: Processing Inbound Delivery Notifications
Scenario Explorer
Scenario Description
Click process chevrons for details
Processing Inbound Delivery Notifications - Customer Return Notifications
Create a Customer Return Notification
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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
Processing Receivables and Payments
Processing Inspections
Processing Customer Return
Processing Inbound Deliveries
Creating Customer Credit Memo
Business Value
Scenario Flow
+ Further Information
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
©© 2012 SAP AG. All rights reserved.
Customer Return Management Process Details: Processing Inbound Deliveries
Scenario Explorer
Process Description
Click process chevrons for details
Processing Inspections
Processing Inbound Delivery Notifications
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
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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
Processing Receivables and Payments
Processing Customer Return
Creating Customer Credit Memo
Further Information
Performed byWarehouse Operator
Scenario/Processes
Business Value
Scenario Flow
See alsoInbound Delivery Processing+ Further Information
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
In the Work CenterInbound Logistics
©© 2012 SAP AG. All rights reserved.
Customer Return Management Process Details: Processing Inbound Deliveries
Scenario Explorer
Process Description
Click process chevrons for details
Processing Inspections
Processing Inbound Delivery Notifications
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
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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 Receivables and Payments
Processing Customer Return
Creating Customer Credit Memo
Processing Inbound Delivery - Based on ASN without Task Control
Processing Inbound Delivery for Externally-Managed Location
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Further Information
Performed byWarehouse Operator
Scenario/Processes
Business Value
Scenario Flow
+ Further Information
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
See alsoInbound Delivery Processing
In the Work CenterInbound Logistics
©© 2012 SAP AG. All rights reserved.
Customer Return Management Process Details: Processing Inspections
Scenario Explorer
Process Description
Click process chevrons for details
Processing Inspections
Decide about quality
Record inspection results
Inspect samples
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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.
Processing Receivables and Payments
Processing Customer Return
Processing Inbound Deliveries
Processing Inbound Delivery Notifications
Creating Customer Credit Memo
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
©© 2012 SAP AG. All rights reserved.
Processing Inspections
Customer Return Management Process Details: Processing Customer Return
Scenario Explorer
Process Description
Click process chevrons for details
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
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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
+ Further Information
Processing Inbound Deliveries
Processing Inbound Delivery Notifications
Processing Receivables and Payments
Creating Customer Credit Memo
©© 2012 SAP AG. All rights reserved.
Processing Inspections
Customer Return Management Process Details: Processing Customer Return
Scenario Explorer
Process Description
Click process chevrons for details
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 Inbound Deliveries
Processing Inbound Delivery Notifications
Processing Receivables and Payments
Creating Customer Credit Memo
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
+ Further Information
©© 2012 SAP AG. All rights reserved.
Scenario/Processes
Customer Return Management Process Details: Creating Customer Credit Memo
Scenario Explorer
Process Description
Click process chevrons for details
X XCreating Customer Credit Memo
Release the credit memo
Transfer invoice requests into a credit memo
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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.
Processing Inspections
Processing Customer Return
Processing Receivables and Payments
Further Information
In the Work CenterCustomer Invoicing
Performed byAccounts Receivable Accountant
Business Value
Scenario Flow
+ Further Information
Processing Inbound Deliveries
Processing Inbound Delivery Notifications
See alsoCreate an Invoice or Credit Memo with Reference to Preceding Documents
©© 2012 SAP AG. All rights reserved.
Scenario/Processes
Customer Return Management Process Details: Processing Receivables and Payments with Accounts Maintenance - Standard
Scenario Explorer
Click process chevrons for details
X XProcessing Receivables and Payments with Accounts Maintenance - Standard
Clear open items and differences
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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.
Creating Customer Credit Memo
Order-to-Cash (Sell-from-Stock)
Order-to-Cash (with Specified Products)
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
Processing Inspections
Processing Customer Return
Processing Inbound Deliveries
Processing Inbound Delivery Notifications
Process Description
©© 2012 SAP AG. All rights reserved.
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
+ Further Information
©© 2012 SAP AG. All rights reserved.
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
Processing Customer Return
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
Processing Inspections
Order-to-Cash (Sell-from-Stock)
Order-to-Cash (with Specified Products)
Order-to-Cash (Third-Party Order Processing – Material)
Over-the-Counter Sales
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
Business Value
Scenario/Processes
Scenario Flow
+ Further Information
©© 2012 SAP AG. All rights reserved.
Further Information
Customer Return ManagementFurther Information
Scenario Explorer
Business Value
Scenario/Processes
+
Scenario Flow
Business Process Procedure(90-120 min*)
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