SAP Training : SD07

Returns and Complaints

03/10/2007

Agenda
Introduction Complaints processing Returns processing

Introduction
In this unit we will go through two scenarios dealing with customer reclamation. The first one focuses on the processing of credit memos if no goods are sent back. Its called : Complaints processing. In the second one goods are returned and undergo a quality evaluation in order to decide if the goods are returned to unrestricted stock or blocked stock.

Introduction Complaints processing

Introduction Returns processing

Agenda
Introduction Complaints processing Returns processing

Complaints processing
What are the steps?
1. 2. 3. 4.

Quality notification creation Credit Memo Request creation Credit Memo Release for billing Billing

But first of all you should have created a complete sales process : Sales order Delivery Billing

Complaints processing - Prerequisite

Quality notification creation

With a notification for a customer complaint, you can describe and prioritize problems, monitor the status, print archive documents, and trigger specific processes in SAP ECC SAP menu : Logistics Quality Management Quality Notification Create Transaction : QM01

Quality notification creation

In the right screen frame, the action box is displayed, specifically tailored for notification type Q1 (customer complaint). The action box contains follow-up functions that help you process notification problems. The follow-up functions are documented as an activity or task for the notification header after execution. The follow-up functions delivered in the standard system are ready for use, except external output via fax or mail. To use those functions you have to configure SAPConnect and connect the SAP system with a fax and mail server

Credit Memo creation

SAP Menu : Logistics Sales and Distribution Sales Order Create Transaction : VA01 You can decide to create your credit memo request with or without reference to a sales document (sales order or billing document)

Credit Memo creation (2)

In the credit memo creation you can use a standard material (it is the case if you use the Create with reference function) or a specific material (a balance sheet material ).

Here we create a full credit memo

Releasing credit memo to billing

The purpose of this activity it to make Customizing settings to ensure that manual release of the order for billing is necessary. This is done to ensure that the entries are correct. SAP Menu : Logistics Sales and Distribution Sales Information System Worklists Sales Document Blocked for Billing Transaction : V23

Releasing credit memo to billing

On the SD Documents Blocked for Billing screen, select the sales document number, double-click this line or choose Edit Sales Doc and delete the billing block manually within the sales document. Save the sales document.

Billing
SAP Menu : Logistics Sales and Distribution Billing Billing Document Create Transaction : VF01

Complete flow and integration

Agenda
Introduction Complaints processing Returns processing

Returns processing
What are the steps? 1. 2. 3. 4. 5. 6. Creating Returns Displaying Batch for Return Creating Returns Delivery Post Goods Receipt Releasing Returns to Billing Billing

But first of all you should have created a complete sales process : Sales order Delivery Billing

Returns processing - Prerequisite

Return creation
SAP Menu : Logistics Sales and distribution Sales Order Create Transaction : VA01

Return creation

Displaying batch for return

There is no automatic batch determination for products to be returned. Therefore, in a delivery document, you must manually find the batch number of goods shipped to your customer.

Returns delivery creation

The next step of the returns process is to create the returns delivery. During goods receipt of the returns, an inspection lot is created automatically. SAP Menu : Logistics Sales and Distribution Shipping and Transportation Outbound Delivery Create Single Document With Reference to Sales Order Alternative: Logistics Logistics Execution Outbound Process Goods Issue for Outbound Delivery Outbound Delivery Create Single Document With Reference to Sales Order Transaction : VL01N

Result
A return delivery is saved in the system, and the returned goods are posted into inventory as returns. You can display the stock using transaction code MMBE. On the Stock Overview screen, enter your material number and plant, then choose Execute. On the next screen, double-click the total quantity line. A dialog box appears showing stock types, including returns.

Result

Result
The material returned into this stock is not yet part of the company valuated stock. Theres no accounting document created when the goods receipt is posted.

Releasing returns to billing

The purpose of this activity it to make Customizing settings to ensure that manual release of the order for billing is necessary. This is done to ensure that the entries are correct. SAP Menu : Logistics Sales and Distribution Sales Information System Worklists Sales Document Blocked for Billing Transaction : V23

Releasing returns to billing

On the SD Documents Blocked for Billing screen, select the sales document number, double-click this line or choose Edit Sales Doc and delete the billing block manually within the sales document. Save the sales document.

Billing
SAP Menu : Logistics Sales and Distribution Billing Billing Document Create Transaction : VF01

Complete flow and integration