Week 2: Selling Products

Unit 1: Order-to-Cash Overview

Order-to-Cash Overview
Overview

▪ Sell from stock

Customer
▪ Standardized services Order
▪ Make to order
▪ Third-party order processing Payments
Order
and
▪ Project-based services Fulfillment
Reporting

Master Data

Delivery/
Collection Service
Conformation

Invoice

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Order-to-Cash Overview
Sell from stock

Receivables
Customer Sales Sales Customer
Sales Orders Outbound Delivery and
Inquiry Quotes Contract Invoices
Payments

Down
Marketing-to- Receivables and Customer
Payment Inspections
Opportunity Payments Returns
Request

Process mainly driven by

the user
Process mainly driven by
the system
Process that
communicates with third-
party system
Process with relevance to
financials
Related scenario
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3
Order-to-Cash Overview
Selling standardized services

Executing Receivables
Customer Sales Sales Dispatching and Service Customer
Services and
Inquiry Quotes Contract Scheduling Orders Execution Invoices
Payments

Down
Marketing-to- Procure-to-Pay Receivables Expense
Payment
Opportunity (Services) and Payments Reimbursement
Request

Process mainly driven by

the user
Process mainly driven by
the system
Process that
communicates with third-
party
Accounts Process with relevance to
Receivable financials
Accountant
Related scenario
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4
Order-to-Cash Overview
Key Benefits

▪ Automatic Order Creation

▪ Pricing
▪ Credit Card
▪ Credit Limit Check
▪ Available-to-Promise Check
▪ Field Services and Repair

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Order-to-Cash Overview
Make to order

Product Definition Make-to-Stock

Sales Sales Customer Receivables

Outbound Delivery
Quotes Orders Invoices and Payments

Procure-to-Pay Inspections
Process mainly driven by
the user
Process mainly driven by
the system
Process that
communicates with third-
party system
Process with relevance to
financials
Related scenario
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6
Order-to-Cash Overview
Make to order

Sales quote/order with product specification

▪ Sales documents can have customer-specific requirement
▪ Plan multilevel demand for the sales order

Supply for the required products

▪ Create orders
▪ Production plan and production tasks

Inspect and deliver these products to customer

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7

Order-to-Cash Overview
Third-party order processing

Processing Processing
Supplier Payables and
Invoices Payments
Processing Processing
Creating Creating Processing Processing
Requests Third-Party
Sales Sales Purchase Purchase
for Delivery
Quotes Orders Requests Orders
Quotation Notifications
Processing
Creating
Process mainly driven by Receivables
Customer
the user and
Invoices
Payments
Process mainly driven by
the system
Process that
communicates with third-
party system
Process with relevance to
financials
Related scenario
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 8
Order-to-Cash Overview
Third-party order processing

Direct shipment from third party

▪ Ship directly from your supplier instead of your own
company
▪ Automatic creation of purchase request when sales
order is released
▪ Supplier and customer invoice is created based on
the third-party delivery

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 9

 Order-to-Cash Overview
Project-based services

Procure-to-Pay (Services)

Procure-to-Pay (Non-Stock)

Creating Processing
Creating Creating Creating
Marketing-to- Planning Executing Project Receivables Closing Financial
Sales Sales Customer
Opportunity Projects Projects Invoice and Projects Closing
Quotes Orders Invoices
Requests Payments

Time and Labor Management:

Recording Employee Times Process mainly driven by
the user
Expense Reimbursement
Process mainly driven by
the system
Process that
communicates with third-
party
Process with relevance to
financials
Related scenario
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 10
Order-to-Cash Overview
Project-based services

▪ Manage end-to-end process with a project

▪ Seamless integration with sales quotes and sales
order with project
▪ Record time and expenses directly from the project
▪ Plan and create projects, assign project team and
staffing on the project

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 11

Order-to-Cash Overview
Summary

▪ Sell from stock

▪ Standardized services
▪ Make to order
▪ Third-party order processing
▪ Project-based services

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 12

Additional Material
Order-to-Cash Overview
Sell from stock

Sales/Customer
Warehouse
Service
Operator
Representative

Accounts
Warehouse
Receivable
Manager
Accountant

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 14

Order-to-Cash Overview
Selling standardized services

Sales/Customer
Service
Service
Performer
Representative

Service Accounts
Planner/ Receivable
Dispatcher Accountant

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 15

Order-to-Cash Overview
Make to order

Sales/Customer Service Warehouse Manager Supply Planner

Representative

Inspector Quality Manager Accountant

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 16
Order-to-Cash Overview
Third-party order processing

Sales/Customer
Operational
Service
Buyer
Representative

Strategic Buyer Accountant

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 17

Order-to-Cash Overview
Project-based services

Sales/Customer
Project Manager Service
Representative

Billing Clerk Accountant

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 18

Order-to-Cash Overview
Sell from stock

▪ Automatic Order Creation

A sales order can be created on the basis of a lead, opportunity, sales
quote, or through an E-Shop or B2B interface (external system)
▪ Pricing
The system determines prices and discounts automatically. You can also
enter these manually, if required. The system can support you by displaying
the cost and profit margin
▪ Credit Card
Sales order processing supports payment by credit card with integration
to payment service providers
▪ Credit Limit Check
You can minimize credit risk by specifying a credit limit for a customer.
If a credit limit in an order is exceeded, a delivery block is set automatically
▪ Available-to-Promise (ATP) Check
The system informs you whether the products can be delivered at the
requested date and in the requested quantity
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 19
Order-to-Cash Overview
Possibilities

▪ Available-to-Promise (ATP) Check

The system informs you whether the products can be delivered at the requested date and in the requested
quantity
▪ Pricing
The system determines prices and discounts automatically. You can also enter these manually, if required.
The system can support you by displaying the cost and profit margin
▪ Credit Card
Sales order processing supports payment by credit card with integration to payment service providers
▪ Credit Limit Check
You can minimize credit risk by specifying a credit limit for a customer. If a credit limit in an order is
exceeded, a delivery block is set automatically
▪ Automatic Order Creation
A sales order can be created on the basis of a lead, opportunity, sales quote, or through an E-Shop or B2B
interface (external system)

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 20

Thank you.
Contact information:

open@sap.com
Follow all of SAP

www.sap.com/contactsap

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of
SAP SE or an SAP affiliate company.
The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its
distributors contain proprietary software components of other software vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or
warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials.
The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty
statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional
warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or
any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation,
and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and
functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason
without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they
should not be relied upon in making purchasing decisions.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered
trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names
mentioned are the trademarks of their respective companies.
See www.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.
Week 2: Selling Products
Unit 2: Master Data Basics
Master Data Basics
Setting up your organization

Business
residences of
company Almika
Business residence
of company Innovat

Headquarters

Warehouse

Production

Sales

Customer

Service agent

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Master Data Basics
Organizational management overview

Holding
Organizational unit definitions:
▪ Company
▪ Business residence ( site) Company Company
Almika Innovat
Organizational unit functions:
▪ Reflect what org unit does
Business
Business
▪ Integrate an org unit into a business process Residence
(…) Residence /
Sales Org

Sales Org / Business

Sales Unit Residence Organization
Function
Definition
Sales Unit Function & Definition

Unified Organizational Structure

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3
Master Data Basics
System demo

D E MO

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

Master Data Basics
Materials, services, assets

Tangible ‘things’ Intangible ‘things’

Supply Chain Materials Other Materials Service

Office
Finished material
goods
Fixed Assets
Intermediate / Inspections Consulting
component Equipment
Fixed Asset

Raw
Notebooks
material Software

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Master Data Basics
System demo

D E MO

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6

Master Data Basics
Summary

▪ Org unit definitions and functions

▪ Determination of parties in various sales documents
▪ Materials and services

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7

Thank you.
Contact information:

open@sap.com
Additional Material
Follow all of SAP

www.sap.com/contactsap

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of
SAP SE or an SAP affiliate company.
The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its
distributors contain proprietary software components of other software vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or
warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials.
The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty
statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional
warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or
any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation,
and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and
functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason
without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they
should not be relied upon in making purchasing decisions.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered
trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names
mentioned are the trademarks of their respective companies.
See www.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.
Week 2: Selling Products
Unit 3: Sell from Stock
Sell from Stock
Business value

Order Fulfill Settle

Execute
Warehouse
Initiate Create
Create Create Create Tasks Create Process Post to
Outbound Outbound
Opportunity Sales Quote Sales Order (Optional) / Invoice Receivables Ledger
Delivery Delivery
Post Goods
Issue

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Sell from Stock
Key Benefits

▪ Sales assistant function to best convert opportunities into business

▪ Automatic quote and order generation, processing and flexible pricing management
▪ The product availability check ensures reliability and accuracy of the confirmation data by checking
customer requirement against the stock on hand and the product supply situation
▪ Integrates operational processes with master data to ensure consistency between orders, shipments, and
invoicing
▪ Scalable process for revenue recognition supporting different accounting principles
▪ Built-in analytics enables a drilldown to the profit and loss result alongside dimensions like products,
customer groups, and distribution channels

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3

Sell from Stock
Process

Receivables
Customer Sales Sales Customer
Sales Orders Outbound Delivery and
Inquiry Quotes Contract Invoices
Payments

Down
Marketing-to- Receivables and Customer
Payment Inspections
Opportunity Payments Returns
Request

Process mainly driven by

the user
Process mainly driven by
the system
Process that
communicates with third-
party system
Process with relevance to
financials
Related scenario
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4
Sell From Stock
User Persona

Sales/Customer
Warehouse
Service
Operator
Representative

Accounts
Warehouse
Receivable
Manager
Accountant

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Sell from Stock
Process details: creating sales quotes

Sales Quotes X
Processing
Creating
Customer Sales Sales Outbound Receivables
Approval Sales Orders Customer
Inquiry Quote Contract Delivery and
Invoices
Payments

Receivables
Down Payment Inspections
and Payments

Sales/Customer
Service
Representative
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6
Sell from Stock
Process details: creating sales orders

Sales Orders X
Processing
Customer Customer Sales Sales Customer Receivables
Approval Outbound Delivery
Inquiry Inquiry Contract Order Invoices and
Payments

Processing
Down Payment Receivables Inspections
and Payments

Sales/Customer
Service
Representative
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7
Sell from Stock
Process details: initiating outbound delivery

Initiating Outbound Delivery

Determine Ship-
Creating
Customer Sales Sales From and Check Outbound
Sales Orders Customers
Inquiry Quotes Contract Product Delivery
Invoices …
Availability

Processing
Down Payment Receivables Inspections
and Payments

Warehouse Manager

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 8

Sell from Stock
Process details: creating customer invoices

Customer Invoices X
Initiating Transfer Receivables
Sales Sales Release an
Sales Orders Outbound invoice and
Quotes Contract invoice
Delivery requests Payments

Receivables
Down Payment Inspections
and Payments

Accounts
Receivable
Accountant
© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 9
Sell from Stock
System demo

D E MO

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 10

Sell from Stock
Summary

▪ Business value
▪ Sales quotes, orders
▪ Delivery

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 11

Thank you.
Contact information:

open@sap.com
Follow all of SAP

www.sap.com/contactsap

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of
SAP SE or an SAP affiliate company.
The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its
distributors contain proprietary software components of other software vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or
warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials.
The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty
statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional
warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or
any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation,
and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and
functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason
without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they
should not be relied upon in making purchasing decisions.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered
trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names
mentioned are the trademarks of their respective companies.
See www.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.
Week 2: Selling Products
Unit 4: Contract Management
Contract Management
Sales contract

Creating Sales Contracts

Processing
Quote for Sales Outbound Customer Receivables
Approval Sales Orders
Contract Contract Delivery Invoices and
Payments

Processing
Down Payment
Receivables
Request
and Payments

Sales/Customer Service Representative

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Contract Management
Key features

Price Agreements Covered Products

Down Payments
Order Statistics

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3

Contract Management
System demo

D E MO

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

Contract Management
Down payments

Receivables
Customer Sales Sales Customer
Sales Orders Outbound Delivery and
Inquiry Quotes Contract Invoices
Payments

Down Payment Request X

Processing
Quote for Contract Receivables
and Payments

Sales/Customer Service Representative

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Contract Management
System demo

D E MO

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6

Contract Management
Summary

▪ Contract with materials

▪ Price history
▪ Price agreements
▪ Down payments

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7

Thank you.
Contact information:

open@sap.com
Follow all of SAP

www.sap.com/contactsap

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of
SAP SE or an SAP affiliate company.
The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its
distributors contain proprietary software components of other software vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or
warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials.
The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty
statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional
warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or
any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation,
and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and
functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason
without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they
should not be relied upon in making purchasing decisions.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered
trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names
mentioned are the trademarks of their respective companies.
See www.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.
Week 2: Selling Products
Unit 5: Over-the-Counter Sales
Over-the-Counter Sales
Business value

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Over-the-Counter Sales
Business value

Settle Fulfill

Over-the- Outbound Delivery –

Receivables Post to Ledger
Counter Sale Without Task Control

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3

Over-the-Counter Sales
Scenario overview

Creating Over-the- Processing Receivables

Counter Sale and Payments

Outbound Delivery –
Without Task Control

Accounts
Cashier Receivable
Accountant

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

Over-the-Counter Sales
System demo

D E MO

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Over-the-Counter Sales
Summary

▪ Create and process over-the-counter sales

▪ Available payment methods

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6

Thank you.
Contact information:

open@sap.com
Follow all of SAP

www.sap.com/contactsap

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of
SAP SE or an SAP affiliate company.
The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its
distributors contain proprietary software components of other software vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or
warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials.
The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty
statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional
warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or
any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation,
and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and
functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason
without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they
should not be relied upon in making purchasing decisions.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered
trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names
mentioned are the trademarks of their respective companies.
See www.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.
Week 2: Selling Products
Unit 6: Customer Returns
Customer Returns
Business value

Initiate Manage Settle

Release Payment
Customer Customer Initiate Post
Proposal Based on Post to
Return Return Inbound Goods
Processing for Credit Ledger
Delivery Notification Receipt
Payment Memo

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Customer Returns
Key benefits – Returns management

▪ Tracking
▪ Better transparency
▪ Identify the reasons for returns
▪ Return sales rate reports

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3

Customer Returns
User Personas

Sales/Customer
Warehouse
Service
Operator
Representative

Accounts
Warehouse
Receivable
Manager
Accountant

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

Customer Returns
System demo

D E MO

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Customer Returns
Summary

▪ Process inbound deliveries for returns

▪ Credit memos

© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6

Thank you.
Contact information:

open@sap.com
Follow all of SAP

www.sap.com/contactsap

© 2018 SAP SE or an SAP affiliate company. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of
SAP SE or an SAP affiliate company.
The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its
distributors contain proprietary software components of other software vendors. National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or
warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials.
The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty
statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional
warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or
any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation,
and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platforms, directions, and
functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason
without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, and they
should not be relied upon in making purchasing decisions.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered
trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names
mentioned are the trademarks of their respective companies.
See www.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.