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Returns and Repairs Processing Description Returns and repairs processing provides you with a wide range of functions

for managing all the necessary activities which repairing goods for a customer entails, from registering the repair request from the customer through to billing the customer for the services performed. Returns and repairs processing is performed in three stages: Repair registration Repair start Repair completion confirmation Repair registration 1. Create the repair order The customer informs you of goods to be repaired. You record the details of the customer's repair request as the main item in a repair order. You enter the serviceable item and, depending on the repair order type, a suitable service product as well. You can use material determination to find a suitable service product for the serviceable item. Repairs processing can also be initiated by a service or quality notification. You use the action box in the notification to create a repair order automatically. Before you create the repair order, you can send the customer a service estimate for the costs of the repairs. You can then create the repair order with reference to the service estimate. 2. Create a return order item for the serviceable items. The return order item is created automatically on the basis of the repair procedure assigned to the repair request item in the repair order. 3. Post goods receipt for the serviceable items The customer either sends you the serviceable items or you arrange to pick them up. When you receive the serviceable items, you post goods receipt for the appropriate quantity. If inspection lot processing has been activated for the serviceable items, an inspection lot is created automatically for the repair request item. (To activate inspection lot processing for a serviceable item, you must activate the inspection type that is assigned to inspection lot origin 05 in Customizing.) 4. Goods movement The serviceable items are posted as sales order stock. If you are not using inspection lot processing, the serviceable items are assigned to unrestricted use stock. We recommend that you post the serviceable items to blocked stock for the duration of the repairs. Use movement type 344/E to make this posting. 5. Perform the technical check Once you have posted goods receipt, perform a technical check on the serviceable items and decide what actions need to be taken to fulfill the customer's repair request. You can perform the technical check in one of the following ways: If you are working with inspection lots, use the inspection lot that is created automatically when you post goods receipt. If you used a notification to initiate repairs processing, use the action box in the notification.

If you are simply working with the repair order, you perform the check manually. 6. Actions for managing the repairs The results of the technical check are reported back to the repair order. The actions which need to be taken as a result of the technical check are recorded as sub-items of the repair request item. Possible actions include: Perform repairs Scrap the goods Send temporary replacement Depending on how you perform repairs processing, the switch from the repair registration stage to the repair start stage occurs: During inspection lot processing The actions are generated automatically when the results of the inspection lot are reported back to the repair order unless manual intervention is required. During returns delivery processing when you post goods receipt The system proposes the actions required for approval when you call the "change order" transaction. Repair start 1. The service technician repairs the serviceable items for which a repair item has been created. He refers to the service order that was created automatically for the repair item to obtain the following essential information: a) The materials required to perform the repairs b) The tasks to be performed c) The costs (for example, labor hours) involved 2. Returnable items (for example, for temporary replacements) become relevant for delivery and are included in the delivery due list. 3. The serviceable items, for which a scrap item has been created, can be scrapped. Repair completion confirmation 1. The service technician reports that he has completed the necessary repairs for the repair items in the repair order by: a) Posting the repaired serviceable items to unrestricted use stock using movement type 343/E b) Updating the status of the service order to "technically completed" The repair order status is updated accordingly. 2. The system creates a delivery item for returning the serviceable items to the customer. 3. The system may also create a pick-up item to arrange the return of any temporary replacements the customer may have had. 4. When resource-related billing is performed, a debit memo request item is created automatically for the repair order. Material determination You can use material determination: When you create a repair order to find the appropriate service product for a serviceable item When actions are created manually or automatically To find suitable service products for a serviceable item when a repair item is created

To find suitable temporary replacements when a returnable item is created and the material for which a temporary replacement is required is no longer produced Tracking repairs When you create a repair order, you can enter a number in the PO number field for tracking the repairs. This number is known as the Return Material Authorization (RMA) number. You give the customer this number to use when he calls in with queries about the repairs. If you do not enter a number in the PO number field, the system automatically enters the document number in the field when you save the repair order. You can track the progress of the repairs for the individual serviceable items using the serial number. When you post goods receipt for serviceable items, you must enter the serial number of the individual items. For each action you perform in repairs processing, you must specify the serial numbers of the serviceable items involved. A prerequisite for working with serial numbers is that you assign a serial number profile to the material master record of the appropriate serviceable items. Pricing and billing Whether pricing for an item is relevant for billing is controlled by the item category. The billing form that is assigned to the repair request item controls whether you bill the customer: For a fixed amount According to costs incurred (that is, resource-related billing) The various scenarios for pricing and billing in the repair order are described in "Returns and Repairs Processing" in the R/3 Library documentation. Choose Help -> R/3 Library -> PM Plant Maintenance and Service Management -> Service Management. Change system parameters in customizing Repair procedure In Customizing for Sales, there are two new activities for repairs processing: Define repair procedures Maintain actions Repair order types There are two new sales document types for repairs processing: RAS - Repair order with service product Use this repair order type if you want to define the type of repairs to be performed at the time of order entry. RA - Repair order without service product Use this repair order type if you want to define the type of repairs to be performed after the technical check has been performed. Control elements for pricing In the standard system, the following control elements have been defined for pricing in

repairs processing: Pricing procedure PREP01 Condition type PRRP Document determination procedure R The necessary settings for pricing procedure determination have been made in the standard system. When you upgrade to Release 4.5A, these elements are entered in client 000. Update your other clients by copying client 000. Resource-related billing To be able to use resource-related billing in returns and repairs processing, you must set up a profile for creating debit memo request items (billing request items) in the Customizing activityResource-Related Billing/Quotation Creation . See the release note Resource-Related Billing to find out about the new dynamic resource-related billing function. Further notes For more information on returns and repairs processing, see "Returns and Repairs Processing" in the R/3 Library documentation. Choose Help -> R/3 Library -> PM Plant. Maintenance and Service Management -> Service Management.