Manage Customer Returns

SAP S/4HANA Sales 1809

September 2018

CUSTOMER
Objectives

After completing this learning module, you will be able to:

▪ Explain the basic features of the list report Manage Customer Returns
▪ List personalization options within the list report
▪ Explain actions and navigation options within the list report
▪ Define the features of the related object page
▪ Outline the search options for customer returns using Enterprise Search

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Business Example

Carol is a Claims Returns and Refusals Clerk, who is responsible for processing
customer returns. She needs to search, create, change, or display customer returns,
as well as trigger refunds.

A list report can be the entry point for these activities.

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Agenda

SAP Fiori Launchpad

▪ Tile Manage Customer Returns

List Report Manage Customer Returns

▪ Filter criteria and personalization
▪ Results list and personalization
▪ Actions
▪ Navigation options

Object Page for Customer Return

▪ Details

Searching for Customer Return

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SAP Fiori Launchpad: Tile Manage Customer Returns

▪ The tile Manage Customer Returns is part of the

business catalog Customer Returns. The clerk
(Carol) can use this tile to launch the SAP Fiori-
based list report.
▪ The business catalog has to be assigned to
business users through a business role. It contains
one tile.
▪ The tile indicates the number of customer returns.
In this example, there are 107 customer returns.

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List report: Manage Customer Returns

▪ By using different criteria, you can filter and populate a list of existing customer returns. Some filter values
support the type-ahead feature and fuzzy search.
▪ You can execute different actions directly from the results list, for example, you can create a new customer
return.
▪ From the results list, you can navigate to related applications, for example, to the Customer Return object
page in order to retrieve contextual details of a customer return.
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Manage Customer Returns – Filter Criteria
1.
Filter Criteria
1. Standard Filter Criteria
▪ The list report Manage Customer Returns contains a number of standard filter criteria, for example, the
Customer Return (number), the Sold-To Party, the Document Date, the Reference Document, the Customer
Reference, and more.

2. Additional Filter Criteria

▪ You can add and remove other filter criteria to and from the filter bar, respectively.
2.
3. Personalization of Filter Criteria
▪ Hide / Show Filter Bar
▪ You can use filter variants to save specific search variants (see next slide).
3.

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 Creating a filter variant
1.
How to create a filter 2.
variant:
1. Enter filter criteria
2. Choose the Select Variant
icon
3. Choose Save As
3.
4. Enter a name and choose
OK
5. Manage variants
4.

5.

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Manage Customer Returns – Results List: Personalization

1.

2.

Customer Return Results List

1. Standard Fields in Results List
– The list report Manage Customer Returns contains a number of standard fields in the results list.
– Some fields display as hyperlinks, which allow you to navigate to related applications (see next slides)

2. View Settings: Personalizing the Results List

– Adding, removing, and arranging columns in the results list is possible with personalization.
– You can apply sorting and grouping.

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Manage Customer Returns – Actions

3. Actions
– Create allows you to create a new customer return.
– Edit allows you to edit an existing customer return.
– Determine Refund allows you to determine the refund for a customer return.

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Manage Customer Returns – Navigation Options

4. Navigation options:
– Using links, you can navigate to related applications, for example, to display the customer return object
page or to display the customer return in the classic applications in the SAP Fiori theme (in a new WebGUI
browser tab/window)

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 Creating a Customer Return with Reference

How to create a 1.
customer return:
1. Search for a reference
document using the filter 2.
criteria or just select “Go”
2. Choose the reference
document you wish to use
and select “Create”
3. Enter the details of the 3.
return, such as quantity,
4.
or select Return Entire
Document
4. Select a Return Reason
5. Select “Create”

5.

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Editing a Customer Return

▪ Using the Edit

Customer Return
action, you can edit
the General
Information and
Items of a customer
return, as well as add
Attachments. You
can also determine
the refund for the
customer return.

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Follow-Up Activities

• You can now select the Ship to Supplier follow-

up activity for the items in a customer return.

• Previously, Manage Customer Returns only

offered a selection of 4 follow-up activities:
Receive into Plant, Direct Shipment to
Supplier, Material Remains at Customer Site,
and Inspection at Customer Site

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 Follow-Up Activity: Direct Shipment to Supplier
1. With the Direct
Shipment to
Supplier follow-up 1. 2.
activity, you choose
to have the goods
directly returned to
the supplier, without
posting to your own
stock first.

2. You must enter a

3.
Supplier.

3. You can notify the

customer by
generating a PDF
for them using the
WebGUI.
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Follow-Up Activity: Ship to Supplier

1.

2.

1. With the Ship to Supplier follow-up activity, you ship the returned goods to the
supplier after receiving them first.

2. You must enter a Supplier.

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Follow-Up Activity: Material Remains at Customer Site

1. In order for the returned

goods remain at the
customer site, you must 1.
first select Inspection at
Customer Site and
save.

2. After the inspection, you

can go back and select
Material Remains at
Customer Site as the
follow-up activity. You
2.
can then enter the
inspection results in the
fields “Inspection Code”
and “Inspection
Comments”.
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Generate PDF Output

2.

1.

1. To generate a PDF output, go into Change mode.

Go to More > Extras > Output > Header > Edit 3.
2. Choose “Add Output”
3. Enter the details of the new output and choose
“Display PDF Output”

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Determining the Refund for a Customer Return

1.

2.

You can determine the refund for a customer return by selecting the Determine Refund
action from the list report.
1. Select “Change Refund” to either pick a credit memo, a replacement for the material, or no refund for the customer
return. You can change the refund for individual items or for the entire customer return
2. Release Selected Items

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Process Flow
Detailed process flow

• Overview of the customer return process

• Related documents (existing) are displayed, including the Inspection Document
Process flow (less details)
• Planned documents are visualized
• Navigation to related applications possible from process flow
• Indicators for issues are displayed
• Size (level of details) can be changed
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Customer Return

The Customer Return Object Page

displays header information like

• Sold-To Party, Overall Status, Overall

Delivery Status, Net Value, Rejection
Status, Billing Status, General
Information about the Sales Area,
Employee Responsible, Customer
Reference, and Date, the list of
Customer Return items, Business
Partners, Process Flow

To get additional information about the

item, the user navigates to the Item
Object Page

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Customer Return Item Object Page

Additional information about the Material

of the item such as the Overall Status,
the Delivery Status, the Rejection
Status, the Billing Status as well as the
Return Quantity can be found on the
item page. Business Partners as well as
Related Return Deliveries, Related
Credit Memo Request and Related
Credit Memos are shown as well.

Navigation to the Sold-To Party, Item-

Specific Business Partners or the
reference documents is possible using
the smart link popup.

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 Searching for Customer Returns Using Enterprise Search

1. 2.

1. Open the search dialog

2. Search
▪ You can search across objects or object
specific
▪ Fuzzy search is supported
3. Results 3.
▪ Hyperlinks allow you to navigate to the object
page or related applications

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Summary

You should now be able to

▪ Explain the basic features of the Manage Customer Returns app
▪ List personalization options within the list report
▪ Explain actions and navigation options within the list report
▪ Define the features of the related object page
▪ Outline search options for customer returns using Enterprise Search

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

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