Advanced Return Management

Advanced Returns Management (LO-ARM) PDF download from SAP Help Portal: http://help.sap.com/erp2005_ehp_06/helpdata/en/23/84a5ce3e6d4e4d97e0762971035127/content.htm Created on April 16, 2014

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Table of content

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Table of content 1 Advanced Returns Management (LO-ARM) 1.1 Returns Document Creation 1.1.1 Returns Order 1.1.1.1 Processing Returns Orders Pending Approval 1.1.2 Returns Stock Transport Order 1.1.3 Follow-Up Activities 1.1.4 Automatic Creation of Follow-Up Documents 1.2 Inspection and Logistical Follow-Up (LFU) 1.2.1 Entering Inspection Results in the Warehouse 1.2.2 Material Inspection by Vendor 1.2.3 Creating Inspection Splits 1.2.4 Changing Inspection Results 1.2.5 Follow-Up Activities 1.2.6 Automatic Creation of Follow-Up Documents 1.2.7 Integration into Warehouse Management System (WMS) 1.3 Returns Refund Determination (RRD) 1.3.1 Selecting Documents for Refunding 1.3.2 Creating Refund Splits 1.3.3 Compensation for Customer Returns 1.3.4 Internal Refund Determination 1.4 Returns Overview 1.4.1 Customer Returns Overview 1.4.2 Supplier Returns Overview 1.5 Customizing for Advanced Returns Management

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1 Advanced Returns Management (LO-ARM) You can use this process to manage customer returns and supplier returns. Customer returns are returns from a customer to a company location or an external vendor. Supplier returns are either returns from a company location to an external vendor (return to vendor) or returns from one company location to another (stock transfer). These returns processes can be short and simple or complex and fragmented.

Example The following are examples of simple returns processes: A customer comes to a counter, returns surplus goods, and immediately gets the money back. The returned goods are still in their original packaging and can therefore be posted to free-available stock. A branch returns surplus seasonal products to a distribution center (DC). The returned goods are still in their original packaging and can therefore be posted to free-available stock. The DC credits the branch. A company returns goods that were defective on arrival to the vendor and creates a debit memo for the vendor for the full amount.

Example The following is an example of a complex returns process: A customer calls a call center and states that they want to return defective goods. The goods are to be picked up by the company. A partial quantity of the returned goods is obviously damaged and therefore scrapped at the branch. The remainder has to be forwarded to the original vendor for inspection. To save transport costs, the return to vendor is done using the supply chain in reverse. After the vendor has inspected the returned goods, the credited amount is forwarded through all the plants in the supply chain back to the customer. The credited amount may differ at each stage in the process, even between different plants of the same company.

Prerequisites You have made the required settings for advanced returns in Customizing for Advanced Returns Management by choosing Returns Management .

Logistics – General

Advanced

For more information, see Customizing for Advanced Returns Management.

Process Advanced Returns Management provides end-to-end support for both simple and complex returns scenarios by integrating all the necessary steps.

Advanced Returns Management

Returns Document Creation The returns document depends on the type of return. A returns order (rO) is created when a customer returns material to a company location. A returns purchase order (rPO) is created when a company location returns material to an external vendor. A returns stock transport order (rSTO) is created when one company location returns material to another company location. Depending on the nature of the return and the authorization of the user at the receiving location, all or some of the subsequent steps can be performed directly in the returns document, for example, entering inspection results, specifying the logistical follow-up activity, and issuing a refund. In more complex returns scenarios, the authorized user for each subsequent step in the process can generate a worklist of returns orders or deliveries that require processing, for example, a worklist of returns orders pending approval, a worklist of deliveries pending inspection, and so on. For more information, see Returns Document Creation.

Inspection and Logistical Follow-Up (LFU) When products are returned from a customer or another company location, they must be checked for completeness and damage. Returned goods can be inspected at the counter, at the customer site, in the warehouse, or at the vendor site. Depending on the complexity of the returns process and the authorizations of the users, inspection results can be entered directly in the returns document or in a separate step. If they are entered in a separate step, items can be split into subquantities if different inspection results are required. After the returned material has been received and inspected, an authorized user must decide which follow-up activity to select. Logistical follow-up activities

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are used to specify the physical movement of the returned material, for example, move to scrap, ship to vendor, and transfer to free-available stock. Depending on the complexity of the returns process and the authorizations of the users involved, the logistical follow-up activity can be specified directly in the returns document with the inspection results, or in a separate step. For more information, see Inspection and Logistical Follow-Up (LFU) and Follow-Up Activities.

Automatic Creation of Follow-Up Documents Once the logistical follow-up activity for a returned material has been specified, the system automatically creates the necessary documents in the background, for example, returns stock transport orders, returns purchase orders, inbound and outbound deliveries, and goods movements. This frees the employees responsible for returns processes from having to manually create these documents from the original returns document. For more information, see Automatic Creation of Follow-Up Documents and Follow-Up Activities.

Returns Refund Determination (RRD) When a product is returned, an authorized user must decide how much to refund. This decision can be based on the returns reason, the inspection results, or on other business considerations. Depending on the complexity of the returns process and the authorizations of the users, this decision can be made directly in the returns document, or in a separate step — either customer refund determination (CRD) or internal refund determination (IRD). Similarly to inspection, items can be split if different refunds are required. For more information, see Returns Refund Determination (RRD).

Process Step Authorization Each step of the advanced returns process can be associated with different roles. For example, the warehouse employee is responsible for entering inspection results, and the returns manager is responsible for logistical follow-up. The following steps can be subject to authorization checks: Creating returns orders Entering inspection results Performing logistical follow-up Performing returns refund determination Releasing credit memos

Process Tracking for Returns Overview All of the documents created for a returns process are collected and grouped in a returns overview. The user can check the status of the different steps in the overview (such as whether the inspection has been performed or whether LFU has been specified), and reprocess follow-up documents that have been created with errors in the background. For more information, see Returns Overview.

1.1 Returns Document Creation You can use this process to create the initial returns document for the following scenarios: A customer wants to return goods to your plant, to another plant (or plants) through your plant, or to an external vendor through your plant. You want to return goods to an external vendor or to another plant.

Process 1. You create the initial returns document with or without reference to the original sales document. The table shows which returns document you need to create for a particular returns scenario: Returns Scenario

Which Document to Create

A customer wants to return goods to a company location.

A returns order (rO) with or without reference to an existing sales order

You want to return goods to an external vendor.

A returns purchase order (rPO) with or without reference to an existing purchase order

You want to return goods to another plant.

A returns stock transport order (rSTO) with or without reference to an existing stock transfer order

2. You enter the required returns information, which depends on whether the return is a customer return or a supplier return, the complexity of the returns scenario, and user authorizations. For more information, see Creating a Customer Return and Creating a Supplier Return.

Result The returns information specified in the initial returns document triggers the creation of follow-up documents for subsequent logistical and financial processing. You can get an overview of the returns process and the documents created to date in the returns overview.

More Information For more information about automatic document creation, see Automatic Creation of Follow-Up Documents. For more information about subsequent logistical and financial processing, see Inspection and Logistical Follow-Up and Returns Refund Determination.

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For more information about process tracking, see Returns Overview.

1.1.1 Returns Order You create a returns order to trigger the customer returns process. In a returns order, you enter information that is the basis for the subsequent logistical and financial processing of the return. By entering a logistical follow-up activity, for example, you trigger the automatic creation of logistical follow-up documents.

Prerequisites You have made all the required settings in Customizing by choosing one of the following paths: In Customizing for Logistics - General , choose Advanced Returns Management . In Customizing for Sales and Distribution , choose Sales Advanced Returns Management . You have specified whether a vendor returns material authorization (RMA) number is required for returns to a specific vendor. You can do this in two places: In the purchasing organization data of the purchasing info record (this is where the system checks first): On the SAP Easy Access screen, choose Logistics Materials Management Purchasing Master Data Info Record Change . In the purchasing data of the vendor master record: On the SAP Easy Access screen, choose Logistics Materials Management Purchasing Master Data Vendor Purchasing Change . You have configured the incompletion log in Customizing for Sales and Distribution . The incompletion log reminds you when data that is important for further processing is missing from the returns document. For more information, see Incompletion Logs. You have configured the usage of the returns refund codes and return reasons as pricing parameters of customer refund determination. You do this in Customizing for Sales and Distribution by choosing Master Data Basic Functions Pricing . For more information about the use of pricing parameters in pricing, see Pricing and Conditions (SD-BF-PR).

Features Entering Returns Information You enter returns information in a returns order on the Returns tab page at item level. The system displays this tab on the overview screen as well as on the detail screen for the returns order item. Returns information includes the status of the returned material (inspection data), how it should be logistically processed, details regarding customer refunding and approval, and the customer RMA ( Return Material Authorization ) number. There are a few ways in which you can speed up data entry: You can make changes to the returns information of several items at once by choosing Edit Fast Change Of Returns Control . You can configure default values in Customizing for the logistical follow-up activity, the Material Received checkbox, refund control, and the refunding type. The system then automatically enters these values when you create new returns order items. You can also set default values in the returns order for new returns order items by choosing Default Values in the header area of the Returns tab and then entering values for the return reason, the Material Received checkbox, the logistical follow-up activity, refund control, and the refunding type. These entries override the Customizing entries.

Note To speed up returns order entry, you can hide unnecessary fields. For a returns order item, you can define which fields should be hidden on the Returns tab on the overview screen separately from which fields should be hidden on the Returns tab on the detail screen. This enables you to display the most important fields on the overview screen and the less frequently needed fields on the detail screen.

Entering Inspection Results If you have already received the returned material when you enter the returns order (because it was returned at the counter, for example), you can enter the inspection results directly in the returns order. You do so by entering an inspection code and, if necessary, a comment. If you enter a logistical follow-up activity that completes the logistical process, you must enter inspection data. Even if you carry out the inspection at the customer site before the material is physically returned, you can still enter the inspection results by selecting the Insp. at Customer Site checkbox. You can also enter inspection data based on what the customer tells you (customer inspection). You would use this if the customer calls or sends an e-mail to let you know they are returning something. Inspection results can be used as the basis for determining the appropriate follow-up activity and the appropriate customer refund.

Logistical Follow-Up Activity The logistical follow-up activity code allows you to specify the next step in the logistical processing of the return (such as Receive into Plant , Ship to Other Plant , or Ship to Vendor ). Depending on the logistical follow-up activity that you select, you may have to specify additional information such as the next plant or a vendor. The logistical follow-up activity triggers the creation of the relevant logistical documents in the background. You can also specify what you propose to be the next logistical follow-up activity after the material has been inspected. This is then automatically displayed as the logistical follow-up activity in the material inspection transaction. You would typically do this if a customer calls or sends an e-mail informing you that they are returning a material and you want to plan the logistical follow-up activity in advance when you enter the returns order, based on what the customer tells you. The following table lists all logistical follow-up activities that are available as standard in the returns order.

Note

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You can deactivate any unnecessary logistical follow-up activities in Customizing for Advanced Returns Management by choosing General Settings Activate and Rename Follow-Up Activities . You can also replace the default descriptions of the follow-up activity codes with your own descriptions.

Follow-Up Activity Code

Default Description of Logistical Follow-Up Activity

Meaning

0001

Receive into Plant

Returned materials are posted to the returns warehouse

0002

Immediately Move to Free Available Stock

Returned materials are posted to unrestricted-use stock (usually with stock type Unrestricted-Use Stock ).

0003

Immediately Move to Scrap

Returned materials are temporarily posted to returns stock

0004

Ship to Other Plant

0005

Ship to Vendor

Returned materials are sent to an external vendor. The materials are posted to returns stock first.

0006

Ship to Vendor Via Other Plant

Returned materials are sent to an external vendor via another plant. The materials are posted to returns stock

0007

Direct Shipment to Vendor

The customer sends the return material directly to an external vendor without returning it to your company.

0008

Inspection at Customer Site

You choose this activity if you want to inspect the material at the customer site before it is returned. Once you have

(usually to blocked stock).

and then a goods issue is posted to scrap. Returned materials are sent to another plant. The materials are posted to returns stock first.

first.

the inspection results, you decide whether the material should be sent back or if it should remain with the customer. To do so, you change the logistical follow-up activity in the returns order. Delivery into Plant — Materials Still Unknown

0009

Choose this activity if you cannot exactly specify the materials and quantities to be returned. A returns delivery is posted and when the goods are physically received, you can update the returns order with the returned materials.

Material Remains at Customer Site

0013

Choose this activity if you decide after the inspection at the customer site that the material should stay with the customer. It might be scrapped there, for example. The customer can be refunded in the usual way.

0014

Immediately Move to Specified Stock

The returned material is posted to a specific kind of stock (such as stock for second-grade goods).

0016

In-House Repair

An in-house repair is triggered for the returned material using a corresponding repair order. You can configure an automatic goods movement from the returns stock to the repair order stock.

External Repair

0017

An external repair is triggered for the returned material using a corresponding repair order. You can configure an automatic goods movement from the returns stock to the repair order stock.

Send Back to Customer

0021

Returned materials are sent back to the customer.

For more information about repair orders, see Returns and Repairs Processing (CS).

Compensation for the Customer You can either refund the customer with a credit memo or compensate them with a replacement material. You use the refunding type to define this. You can use the refund control setting to specify how and when you want the credit memo to be issued. The system creates financial follow-up documents based on the refunding type and refund control you specified.

Note You can deactivate any unnecessary refund control settings in Customizing for Advanced Returns Management by choosing Activate and Rename Refund Control . You can also replace the default descriptions with your own descriptions.

Customer Returns

Refunding Type: Credit Memo You have the following options for refund control: Choose I Immediately if you want to create a credit memo immediately for the returns order. This is only possible if you have already received the material (and have therefore selected the Material Received checkbox), if the sales document type of the returns order was configured accordingly in Customizing, and if you are authorized to give a refund. If you have made the appropriate setting in Customizing, the system can create the corresponding credit memo automatically. Otherwise, you create it subsequently using standard billing procedures. Choose P Approved if you want the system to create a credit memo request. You can create the credit memo request even if you have not received the material yet. Enter a rejection reason for the credit memo request if you do not want the customer to receive a refund because, for example, they are returning an overdelivery or they have already received a replacement delivery free of charge. Choose R By Credit Memo Request if you want to postpone the decision regarding a refund to a later time. In both the Material Inspection in Warehouse transaction and in the Customer Refund Determination transaction you can then subsequently release a credit memo request (see Compensation for Customer Returns). Choose A After Receipt of Credit Memo if you want to wait to determine the refund amount until after the credit memo has been received either from an external vendor or from another company code in the case of a cross-company-code store return. Use the Customer Refund Determination

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transaction to do so. You can only use this refund control setting if you specify a logistical follow-up activity in which the material is sent to an external vendor or is transferred to a plant with a different company code. Refund Amount If you are authorized to issue a refund directly from the returns order by creating a credit memo, you can determine the refund amount with the returns refund code and the return reason. The returns refund code and the return reason are pricing parameters for the standard pricing function. Returns refund codes can be configured, for example, to represent a percentage deduction from the paid sales net price. If you are not authorized to issue a refund directly from the returns order, you can propose a returns refund code that an authorized user can subsequently accept or change in the Customer Refund Determination transaction (see Compensation for Customer Returns).

Note You can define default values for the refund codes based on the return reason and the inspection code in Customizing activity Configure Default Values for Returns Refund Codes . Refunding Type: Replacement Material You have the following options for refund control: Choose I Immediately or P Approved if you want to create a subsequent delivery free of charge (SDF) right away. This process depends on whether or not you have already received the material. If you choose I Immediately , the system also creates the delivery for the SDF and posts the respective goods issue. Choose R By Credit Memo Request or A After Receipt of Credit Memo if you want to postpone the decision regarding a refund to a later time. You can then release an SDF in the Material Inspection in Warehouse transaction and the Customer Refund Determination transaction. The refunding type Replacement Material that is specified in the returns order is displayed in both of these transactions so that the person making the next decision knows that the customer would like a replacement material. You can only use refund control A if you specify a logistical follow-up activity in which the material is sent to an external vendor or is transferred to a plant with a different company code. Replacement Material To determine the replacement material delivery, enter the replacement material, the replacement quantity, and the supplying plant. You can specify a different replacement material than the returned material. The supplying plant can be different than the plant that received the returned material. You trigger the replacement material delivery in the SD document Subsequent Delivery Free of Charge . You can trigger the SDF when entering the returns order even if you have not yet received the material being returned. If you specify immediate compensation, the system automatically creates the outbound delivery for the SDF and posts the corresponding goods issue. You can specify a delivery block depending on the SDF order type in Customizing so that certain users are allowed to create an SDF but are not authorized to release it. Valuation of the Returned Material If you have defined a special requirement type in Customizing for the item categories used in the returns order, the goods receipt is posted to non-valuated returns stock. However, the system posts the goods receipt to valuated stock if you make one of the following entries in the returns order item: You define a logistical follow-up activity that signals a change in ownership. You enter a receiving plant in a company code that deviates from the company code of the sales organization specified in the header. You trigger compensation for the customer by releasing a credit memo request or a subsequent delivery free of charge. Any further logistical follow-up activities that are posted, such as a returns stock transfer, are then based on the valuated returns stock. Logistical follow-up activities with a change in ownership are 0002 Immediately Move to Free Available Stock , 0003 Immediately Move to Scrap , and 0014 Immediately Move to Specified Stock .

Display the Returns Overview When you change or display a returns order, you can choose the Returns Overview function to display the overview of the entire returns order or of individual returns order items.

Approval Block You can set an approval block if you want an authorized user at the receiving plant to approve the returns order before the customer actually returns the material. The system can also set this block if you are not authorized to trigger a return to the selected plant.

Incompleteness Check In addition to the rules that you have configured in Customizing for the incompleteness check for returns orders, the system checks if you have entered the following information: You must enter a logistical follow-up activity and select the refund control. You must enter an inspection code if you choose logistical follow-up activity 0002 Immediately Move to Free Available Stock , 0003 Immediately Move to Scrap , or 0014 Immediately Move to Specified Stock , or if you select the Material Received checkbox and choose logistical follow-up activity 0005 Ship to Vendor , 0004 Ship to Other Plant , or 0006 Ship to Vendor via Other Plant . You must enter the next plant if you choose logistical follow-up activity 0004 Ship to Other Plant or 0006 Ship to Vendor via Other Plant . You must enter a vendor if you choose logistical follow-up activity 0005 Ship to Vendor or 0006 Ship to Vendor via Other Plant . You must enter an RMA number if a vendor return material authorization (RMA) is required for a returns purchase order (the RMA Required checkbox is selected). You must enter a replacement material, the replacement material quantity and unit of measure, and a supplying plant for the replacement material delivery if you choose refunding type Replacement Material and refund control P Approved or I Immediately . If entries are missing, the system creates an entry in the incompleteness log.

Activities Create a returns order and enter the required returns information, such as the returns reason, inspection code, logistical follow-up activity, and so on. Depending on the logistical follow-up activity, you might need to enter additional information such as the next plant or a vendor. You create a returns order just like any other sales document, for example, a sales order. Choose Logistics Sales and Distribution Sales Order Create . You can create a returns order with reference to a preceding sales order or to the corresponding billing document (invoice).

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While you make your entries, the system checks the consistency of the returns-related data. For example, you can only use refund control A After Receipt of Credit Memo if you specify a logistical follow-up activity in which the material is sent to an external vendor or is transferred to a plant with a different company code. Once the returns order is complete, the system creates the relevant follow-up documents automatically. This depends on the logistical follow-up activity, the refunding type, and the refund control setting you selected. You can also save the returns order even if it is still incomplete and finish processing it later. The following table lists the follow-up documents that are created according to logistical follow-up activity. Logistical Follow-Up Activity

System Action

All logistical follow-up activities except 0007 Direct Shipment to Vendor , 0008

The system creates a returns delivery for the returns order. Some refund control

Inspection at Customer Site and 0013 Material Remains at Customer Site

settings result in a delivery split.

0001 Receive into Plant

If you have selected the Material Received checkbox for returns order items, the system

0002 Immediately Move to Free Available Stock

posts the goods receipt for the corresponding returns delivery automatically. You can make specific stock settings for each logistical follow-up activity in Customizing.

0003 Immediately Move to Scrap 0014 Immediately Move to Specified Stock

Note If the Material Received checkbox is not selected and you receive the materials into your warehouse after a shipment from the customer site, then you post the goods receipt as part of returns delivery processing.

0003 Immediately Move to Scrap

The system posts the corresponding goods issue to scrap.

0005 Ship to Vendor

The system creates the corresponding returns purchase order for the specified vendor. You then continue the returns process as described in Advanced Returns Management for Supplier Returns.

0007 Direct Shipment to Vendor

The system creates the corresponding returns purchase order for the specified vendor with the customer's address as the pick-up address.

Note You can create an outbound delivery for this returns purchase order and post a statistical goods issue. This allows you to record the results of a material inspection performed by the vendor. For more information about returns purchase orders, see Advanced Returns Management for Supplier Returns.

0004 Ship to Other Plant

The system creates the corresponding returns stock transport order for the specified

0006 Ship to Vendor via Other Plant

plant. You then continue the returns process as described in Advanced Returns Management for Supplier Returns. If you chose 0006 Ship to Vendor via Other Plant and process the return in the receiving plant of the returns stock transport order in the Material Inspection in Warehouse transaction, the system proposes 0005 Ship to Vendor as the next logistical step.

0016 In-House Repair

The system automatically creates the in-house repair order. You can configure in Customizing that you want the system to automatically create a repair item in the repair order and post the goods movement from the returns stock to the repair order stock.

0017 External Repair

The system automatically creates the repair order for external repair. You can configure in Customizing that you want the system to automatically post the goods movement from the returns stock to the repair order stock and create the subcontract order for shipment to the external repair service.

0021 Send Back to Customer

The system creates an outbound delivery with the customer as the ship-to party. This outbound delivery completes the returns process from a logistical point of view.

1.1.1.1 Processing Returns Orders Pending Approval You use this procedure to select customer returns orders that require approval by the plant to which returned goods are being shipped. If you are an authorized user, you can remove the block, thus releasing the returns order for processing. A returns order can be blocked pending approval in one of two ways: By the system The system sets the block if an approval check has been activated in Customizing for the receiving plant and the user who creates the initial returns order is not authorized for this plant. By the user The user sets the block when he or she is creating the returns order and wants someone in the receiving plant to approve the returns order before initiating the actual return.

Example A customer contacts his local branch and informs the returns manager there that he will be returning some goods. The returns manager creates a returns order and indicates that the goods are to be shipped directly to the regional distribution center. However, the distribution center must confirm all incoming returns first, so the system sets an approval block in the returns orders.

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The receiving plant must approve incoming returns orders. This setting is made in Customizing for Sales by choosing Advanced Returns Management Specify Plants Requiring Approval Check . Alternatively, the user who created the returns order has manually set an approval block for the receiving plant.

Procedure 1. On the SAP Easy Access screen, choose Logistics Sales and Distribution Sales Information System Worklists Sales Documents Blocked for Delivery . 2. On the selection screen, select the approval block Blocked for Release and the relevant sales organization. A list of all customer returns orders pending approval in the receiving plant appears. 3. Change the approval block in each of the documents pending approval. You can: Remove the block, thus releasing the returns order for processing in the supplying plant Set the block to Item to Be Revised You do not approve the returns order. Instead you want the user in the supplying plant to contact to you. The user in the supplying plant can check whether you have requested further clarification by choosing Logistics Sales and Distribution Sales Information System Worklists Sales Documents Blocked for Delivery , and searching for documents with the approval block Item to be revised .

Note Approval blocks are set at item level. If you want to change the approval block for several items or all items at once, select the relevant items in the returns order and choose Edit Fast Change Of Returns Approval . Make the required change and choose Apply .

Result Once the approval block has been removed, the system creates the follow-up documents required for the selected follow-up activity. For more information, see Creating a Customer Returns Order.

1.1.2 Returns Stock Transport Order You create a returns stock transport order to trigger a store return. In a returns stock transport order, you enter information that is the basis for the subsequent logistical and financial processing of the return.

Integration A customer return can involve a store return and a store return can be part of a return to vendor process. In the customer returns process, the system creates the returns stock transport order automatically when you confirm the corresponding logistical follow-up activity. For more information, see Advanced Returns Management for Customer Returns.

Prerequisites You have made all the necessary settings in Customizing for Purchasing by choosing Purchase Order Returns Order Advanced Returns Management . You have defined a release procedure for the relevant purchasing document types if the approval of an authorized user is required before these document types can be processed further. You do this in Customizing for Purchasing by choosing Purchase Order Release Procedures for Purchase Orders . For more information, see Release Procedure. You have made it mandatory to enter a rejection reason during the release procedure. This is to to ensure that the user enters a rejection reason when rejecting either the entire returns document or individual items. You do this by creating appropriate screen layouts for the relevant document types. You make the relevant settings in Customizing for Purchasing by choosing Purchase Order Define Screen Layout at Document Level and Define Document Types . You have specified whether a vendor returns material authorization (RMA) number is required for returns to a specific vendor. You can do this in two places: In the purchasing organization data of the purchasing info record (this is where the system checks first) On the SAP Easy Access screen, choose Logistics Materials Management Purchasing Master Data Info Record Purchasing . In the purchasing data of the vendor master record On the SAP Easy Access screen, choose Logistics Material Management Purchasing Master Data Vendor Purchasing Change . Store returns with outbound and inbound deliveries have been configured in Customizing for Purchasing by choosing Purchase Order Returns Order Settings for Store Returns with Out- and Inbound Deliveries .

Features Entering Returns Information You enter returns information in a returns stock transport order at item level on the Returns tab page in the item detail area. There are a few ways in which you can speed up data entry: If you enter returns information on the Returns header tab page, then the system uses it automatically whenever you create a new item. If you do not want to use these default values any more, choose Clear Values . You can also enter returns information for several items simultaneously by choosing Copy to Items on the Returns header tab page. The system then

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copies the returns information to all items. This function is useful if you have created a returns stock transport order with reference to a preceding stock transport order. After the system has copied the items from the reference stock transport order, you can enter the returns information at header level and then copy it as described.

Logistical Follow-Up Activity The logistical follow-up activity code allows you to specify the next step in the logistical processing of the return. When you create a returns stock transport order, you can choose between two logistical follow-up activities: Ship to Plant (follow-up activity code 0004) and Ship to Vendor via Other Plant (follow-up activity code 0006).

Note You can deactivate any unnecessary logistical follow-up activities in Customizing for Advanced Returns Management by choosing General Settings Activate and Rename Follow-Up Activities . You can also replace the default descriptions of the follow-up activity codes with your own descriptions.

Activities You create a returns stock transport order in the same way as any stock transport order by choosing Logistics Materials Management Purchasing Purchase Order Create Vendor/Supplying Plant Known . You must specify an appropriate order type for Advanced Returns Management . The system selects the Returns Item checkbox automatically for new items. You enter returns information on the Returns tab page either in the header or in the item detail area as described above. You can create a returns stock transport order item with reference to a previous stock transport order item. If you do so, the system checks that the referenced quantities do not exceed the original quantities. It also displays the document number and item number of the reference document on the Returns tab page in the item detail area. The system enters some returns information automatically. It selects Ship to Plant as the follow-up activity and enters the same plant that appears in the header as the next plant. However, you can also change the follow-up activity to Ship to Vendor via Other Plant and enter the appropriate vendor. The Next Plant field is not ready for input. If you choose Ship to Vendor via Other Plant , the system selects the Vendor RMA Number Required checkbox automatically in line with your vendor master settings. When you save the returns stock transport order, the system checks whether or not approval is required. If the document must be approved, it now enters the release workflow for purchasing documents. An authorized user can approve or reject the entire document or individual items, and specify a rejection reason if necessary. Once the returns stock transport order has been approved, you can create an outbound delivery and post the corresponding goods issue. The system then creates an inbound delivery in the receiving plant.

1.2.5 Follow-Up Activities In Advanced Returns Management , you must specify what you want to happen to the returned goods when you are creating the initial returns document and after the goods have been inspected. You do this by selecting a follow-up activity.

Features The follow-up activity determines which documents the system creates automatically. For more information, see Automatic Creation of Follow-Up Documents. Only certain follow-up activities are relevant for the different types of return at different points in the process. Therefore, only those that are relevant in a given situation are available for selection. The following table explains all of the follow-up activities available in Advanced Returns Management and where they can be selected. Follow-Up Activity

Description

Available in Returns Document

Receive into Plant

Returned goods are posted to the appropriate stock type (for Customer returns order example, blocked stock)

Immediately Move to Free Available Stock

Returned goods are posted to the appropriate stock type (for Customer returns order example, unrestricted-use stock).

Immediately Move to Scrap

Returned goods are posted to the appropriate stock type.

Ship to Other Plant

Returned goods are sent to another plant. If you select this Customer returns order, returns stock transport order, activity in a customer returns order, the goods are posted material inspection in the warehouse

Customer returns order

to own stock first. Ship to Vendor

Returned goods are sent to an external vendor. If you

Customer returns order, returns purchase order, material

select this activity in a customer returns order, the goods

inspection in the warehouse

are posted to own stock first. Ship to Vendor Via Other Plant

Returned goods are sent to an external vendor via another Customer returns order, returns stock transport order, plant. If you select this activity in a customer returns order, material inspection in the warehouse the goods are posted to own stock first.

Direct Shipment to Vendor

Returned goods are sent directly to an external vendor

Customer returns order

without being posted to own stock first. Inspection at Customer Site

You select this activity on a preliminary basis until you

Customer returns order

have received the results of the inspection and you can specify a definitive activity. Delivery into Plant — Bulk Returns

You select this activity when the exact volume of the

Customer returns order

returned goods is not yet known. An inbound delivery can

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be posted and when the goods are physically received, you can update the returns order. Transfer to Free Available Stock

Returned goods are posted to the appropriate stock type

Material inspection in the warehouse

and storage location. Transfer to Scrap

Returned goods are posted to the appropriate stock type

Material inspection in the warehouse

Material Remains at Customer Site

The goods remain at customer site, where they are

Customer returns order

scrapped. The customer receives credit. Immediately Move to Specified Stock

Returned goods are posted to the appropriate stock type,

Customer returns order

(for example, quality-inspection stock. Transfer to Specified Stock

Returned goods are posted to the appropriate stock type

Material inspection in the warehouse

and storage location. Send Back to Customer

Returned goods are sent back to the customer.

Material inspection in the warehouse

Send Back to Last Plant

Returned goods are sent from the receiving plant back to

Material inspection in the warehouse

the supplying plant. No Further Activities

You select this activity if you want to stop logistical followup completely.

Material inspection in the warehouse

Note All of the above follow-up activities are activated by default in the system. You can deactivate any follow-up activities that you don't want to use and you can also change their default names in Customizing for Advanced Returns Management by choosing General Settings Activate and Rename Follow-Up Activities .

1.2.6 Automatic Creation of Follow-Up Documents This function creates all the documents necessary for the logistical and financial processing of advanced returns automatically in the background. The automatic creation of follow-up documents is triggered when a user creates or changes a returns document (returns order, returns purchase order, returns stock transport order, or inspection document). Follow-up documents that system can create automatically include: Returns stock transport orders (rSTOs) Returns purchase orders (rPOs) Inbound and outbound deliveries Goods issues and receipts Transfer postings Credit memos Which follow-up documents the system creates automatically depends on the follow-up activity you select and where you select it. Other logical conditions also apply. For example, in the case of a customer return, if the returned goods have been physically received and the Material Received checkbox has been selected in the returns order, the system creates an inbound delivery and posts a goods receipt.

Integration The system creates follow-up documents automatically in the background as part of the central function that tracks all the documents of an advanced returns process in a returns overview. All follow-up documents, including processing status and splits, are displayed in the returns overview and can also be accessed there. For more information about process tracking, see Returns Overview.

Prerequisites You have made all the necessary settings in Customizing for Advanced Returns Management . For more information, see Customizing for Advanced Returns Management.

Features Sequence of Follow-Up Documents The system can create the follow-up documents required for specific follow-up activities automatically in the background. Several documents are created sequentially in some cases, depending on the returns scenario, for example, cross-company and intracompany returns. In Advanced Returns Management , the way in which cross-company and intracompany store returns are processed has been enhanced. It is now possible to configure the system so that an outbound delivery and a goods issue are created in the supplying plant and an inbound delivery and a goods receipt are created in the receiving plant. This is contrast to standard processing, which uses a single outbound delivery as the basis for posting a negative goods receipt in the supplying plant and a goods receipt in the receiving plant. If an error occurs during document creation, the sequence is interrupted and the system does not create any more documents. The document that contains the error is flagged in the returns overview. Once the error has been resolved, you can trigger the system to create any remaining documents.

Documents Not Created Automatically The system does not create the outbound deliveries for returns stock transport orders (follow-up activities Ship to Other Plant and Ship to Vendor via Other

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The system does not create the outbound deliveries for returns stock transport orders (follow-up activities Ship to Other Plant and Ship to Vendor via Other Plant ) and returns purchase orders (follow-up activities Ship to Vendor and Direct Shipment to Vendor ). This makes it possible to group several rSTOs and rPOs into one outbound delivery. For more information about creating outbound deliveries, see Creating Outbound Deliveries. For direct returns to external vendors (follow-up activity Direct Shipment to Vendor ) that are processed entirely outside of the company, you must create the statistical goods issue manually from the outbound delivery. This allows you to document deliveries between customer and external vendor in the system.

Example A customer returns goods to a branch. The sales person creates a returns order and indicates that the goods have been received by selecting the Material Received indicator. He or she then inspects the goods, selecting Immediately Move to Free Available Stock for items 1 and 2, and Immediately Move to Scrap for items 3 and 4. The sales person saves the returns order. The system responds by creating the following documents: Items 1 and 2: An inbound delivery and a goods receipt into the storage location defined for immediate move to free-available stock Items 3 and 4: An inbound delivery and a goods receipt into the storage location defined for receipt into plant, and a goods movement into scrap

More Information For more information about the individual follow-up activities and where they can be selected, see Follow-Up Activities.

1.2 Inspection and Logistical Follow-Up (LFU) You use this process to enter the results of an inspection performed on returned goods and subsequently decide what is to happen to the goods. Later in returns refund determination (RRD), the inspection results can be used as the basis for determining an appropriate refund for the customer or for the supplying plant. For more information, see Returns Refund Determination (RRD). Depending on the returns scenario, you maintain the results of an inspection in one of three places: The returns order The warehouse inspection screen The vendor inspection screen In the case of simple customer returns, when the goods are returned directly to the counter, you can maintain inspection results and specify logistical follow-up directly in the returns order. However, for more complex customer returns and supplier returns, the returned goods must be received into a warehouse or sent to the original vendor for inspection. The results of the inspection are then entered and subsequent logistical follow-up is specified in a separate step.

Note Inspection and logistical follow-up are one step in Advanced Returns Management . However, depending on the roles in your organization and the authorizations assigned to these roles, inspection and logistical follow-up may be performed by different people. The roles and authorizations are configured in Customizing for Advanced Returns Management using inspection profiles and user groups.

Prerequisites You have made all the settings for inspections in Customizing for Advanced Returns Management . For more information, see Customizing for Advanced Returns Management.

Process Simple Returns In the following cases, you enter inspection results and logistical follow-up information directly in the returns order: The customer returns goods that can be inspected on the spot. The goods were inspected at the customer site and the results have been communicated to the plant. Complex Returns The following table explains when you enter inspection results and logistical follow-up information in a separate step: Maintenance of Inspection Results for Complex Returns Returns Scenario

Maintenance of Inspection Results

The goods have been received into the warehouse of the plant and are inspected here.

You open the Material Inspection in Warehouse screen, select the relevant inbound delivery, and enter the inspection results and logistical follow-up information. For more information, see Entering Inspection Results in the Warehouse.

The goods have been inspected by the vendor and the results have been communicated

You open the Material Inspection by Vendor screen, select the relevant outbound

back to the plant.

delivery, and enter the inspection results in line with the information received from the vendor. For more information, see Entering Inspection Results from a Vendor.

Result Once you have entered the inspection results and specified logistical follow-up where necessary, the system creates the required follow-up documents. For more information about automatic document creation, see Automatic Creation of Follow-Up Documents.

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The system also ensures that subsequent stock movements are reflected correctly in the Warehouse Management System. For more information, see Integration into Warehouse Management System (WMS). You can get an overview of the returns process and the documents created in the returns overview. For more information, see Returns Overview.

Example The following are examples of when inspection results are entered in the customer returns order. The customer returns goods to the branch. The sales person performs an on-the-spot inspection and specifies the appropriate inspection code and logistical follow-up directly in the returns order. The customer calls the branch and informs the sales person that they want to return some goods. The sales person creates a returns order and specifies that the inspection must be performed at the customer site (follow-up activity Inspection at Customer Site ). Once the inspection has been performed and the results communicated to the branch, the sales person can enter the appropriate inspection code in the returns order and change the follow-up activity accordingly. The following are examples of when inspection results are entered in the warehouse. A branch returns goods to its distribution center (DC) by creating a returns stock transport order (rSTO). The subsequent inbound delivery appears in the worklist of the DC warehouse inspector, who specifies the appropriate inspection code and proposes a follow-up activity. The delivery appears in the worklist of the warehouse manager, who checks and confirms the proposed activity. The customer returns goods to the branch. The sales person creates a returns order and decides that the goods must be received into the warehouse for inspection (follow-up activity Receive into Plant ). The subsequent inbound delivery appears in the worklist of the warehouse inspector, who specifies the appropriate inspection code and proposes a follow-up activity. The delivery appears in the worklist of the warehouse manager, who checks and confirms the proposed activity. The following is an example of when inspection results from a vendor are entered. The inventory manager in a branch warehouse wants to return goods to an external vendor. The inventory manager calls the vendor for permission to return the goods and receives an RMA number. He or she then creates a returns purchase order (rPO), and the goods are shipped to the vendor. The vendor inspects the goods and e-mails the results back to the branch. The inventory manager enters the inspection results for the corresponding outbound delivery.

1.2.1 Entering Inspection Results in the Warehouse You use this procedure to record the results of an inspection carried out on returned goods in the warehouse. Based on these results, you can specify logistical follow-up.

Note Inspection and logistical follow-up are one step in Advanced Returns Management . However, depending on the roles in your organization and the authorizations assigned to these roles, inspection and logistical follow-up may be performed by different people. The roles and authorizations are configured in Customizing for Advanced Returns Management using inspection profiles and user groups.

Prerequisites The user in the plant to which the goods were returned has created the initial returns document (a returns order or returns stock transport order). The user in the receiving warehouse has posted the goods receipt. The system has created the necessary stock transfer documents (for example, outbound and inbound deliveries). The goods have been physically inspected.

Procedure On the SAP Easy Access screen, choose Inspections in the Warehouse .

Logistics

Central Functions

Advanced Returns Management

Returns Inspections

Enter Material

The selection screen for creating an inspections worklist appears.

Entering Inspection Results 1. Select the returns delivery or deliveries for which you want to enter results by specifying your selection criteria. A list of all relevant deliveries appears in the navigation tree on the left with status icons indicating the current overall level of processing. You can now choose the required delivery.

Note If you want to open a specific document, you can exit the selection screen, and then enter a delivery number, handling unit number or inspection number in the Header Type field. You can re-open the selection screen at any time by choosing

( Call Selection Screen ).

The system copies the basic delivery information to the inspection document (quantities, materials, returns reason, and so on). The inspection status of the document is automatically Not inspected and its LFU status is Open . 2. Enter the inspection results at header or item level, depending on whether the results vary between the items. If you enter the results at header level, the system prevents you from entering results at item level and vice versa. You can enter the following information: Inspected quantity in the base or sales unit of measure (UoM) The system proposes the original quantity in the delivery item as the inspected quantity. If the sales UoM is different to the base UoM, the system automatically calculates the base or sales UoM as appropriate. Inspection code

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This allows you to indicate the quality of the returned material. Inspection comment and attachment You can enter a comment and upload images, if necessary. Inspector Date of inspection

Note You can also split items and enter different inspection results for subquantities. For more information, see Creating Inspection Splits. 3. Save the inspection results. The system updates the inspection status to Inspected . You can change the inspection results at any time up until logistical follow-up has been confirmed. After that, you must follow the procedure described in Changing Inspection Results.

Specifying Logistical Follow-Up 1. Select the returns delivery or deliveries for which you want to specify logistical follow-up (LFU). 2. Based on the inspection results, specify all the necessary logistical follow-up information. The system may already have copied some or all of this information from the initial returns document (for example, customer returns order). Follow-up activity This allows you to specify where you want to send the returned goods. For more information about the follow-up activities available, see Follow-Up Activities. Next plant(s) If you select a follow-up activity that routes the returned goods through several plants, you can enter these other plants by choosing ( Multiple Selection ). Vendor Enter a vendor if you select a follow-up activity that sends the returned goods to an external vendor Vendor RMA Enter the RMA number that was received from the vendor during customer returns order processing or returns purchase order processing. For more information, see Creating a Customer Return and Creating a Supplier Return. Follow-up activity block You set this block if you want to prevent the confirmation of logistical follow-up and the automatic creation of follow-up documents. You might want to have the returned goods appraised externally before you decide what to do, for example. You can later search for deliveries with a follow-up activity block on the selection screen.

Note If you set a follow-up activity block, the system sets the overall inspection status in the navigation tree to item level is not affected.

( Blocked ). The status at header and

Refund code You select a refund code if you want to propose the amount to be refunded during returns refund determination. Refunding after receipt of credit memo Select this indicator if you do not want a refund to be issued until internal credit has been received, either from another plant or an external vendor. This indicator does not prevent the creation of a credit memo request, but it can be used as the basis for selecting documents in returns refund determination. For more information, see Selecting Documents for Refunding. 3. Save and confirm logistical follow-up. The system checks that: An inspection code has been selected An inspection code must be entered before the final step of confirming logistical follow-up can be performed. If inspection information is not available, because the returned goods must be forwarded elsewhere for inspection, for example, then a provisional inspection code can be entered. The inspected quantity is the same as the original quantity All required LFU information has been specified

Note If any of the required information is missing, you can save the document but it is not confirmed. The system updates the LFU status of the inspection document to Confirmed and creates the follow-up documents for the selected follow-up activity (see Automatic Creation of Follow-Up Documents). If you subsequently need to change any inspection-related or LFU-related information, you must follow the procedure described in Changing Inspection Results. The system also ensures that stock movements are reflected correctly in the Warehouse Management System. For more information, see Integration into Warehouse Management System (WMS).

Note To be able to confirm logistical follow-up, you must be authorized to confirm the selected follow-up activity. If you are only authorized to propose the activity, then the inspection document receives LFU status In process when you save it. An authorized user can subsequently generate a worklist of deliveries due for logistical follow-up as described above and confirm (or change) the proposed follow-up. See the example below.

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Result The inspection is now complete. You can get an overview of the returns process and the documents created by choosing Returns Overview . For more information, see Returns Overview.

Example The following is an example of how the task of inspection and logistical follow-up can be shared by two people with different authorizations. Two roles are involved: The inspector and the warehouse manager. Inspectors physically examine returned goods and assign an appropriate inspection code. They are also authorized to make decisions regarding uncritical followup activities such as Transfer to Free Available Stock . However, they are authorized only to propose critical follow-up activities, such as scrapping, to the warehouse manager. The warehouse manger is responsible for checking, correcting and confirming proposed follow-up activities. The inspector is assigned the following inspection profile: Follow-Up Activities That Can Be Proposed

Follow-Up Activities That Can Be Confirmed

Transfer to Scrap

Transfer to Free Available Stock

Ship to Vendor

Ship to Other Plant

The warehouse manage is assigned the following inspection profile: Follow-Up Activities That Can Be Proposed

Follow-Up Activities That Can Be Confirmed

Transfer to Free Available Stock

Transfer to Free Available Stock

Ship to Other Plant

Ship to Other Plant

Transfer to Scrap

Transfer to Scrap

Ship to Vendor

Ship to Vendor

1.2.2 Material Inspection by Vendor This function allows you to record the results of a material inspection that was carried out by a vendor for the returned material.

Prerequisites A returns purchase order and the corresponding outbound delivery have been created, and the goods issue for the outbound delivery has been posted. The vendor has inspected the goods and communicated the results back to your company. You have made all the required settings for the material inspection in Customizing by choosing one of the following paths: In Customizing for Logistics - General , choose Advanced Returns Management Material Inspection Basic Settings for Material Inspection In Customizing for Materials Management , choose Purchasing Purchase Order Returns Order Advanced Returns Management Material Inspection Basic Settings .

.

Features You can enter the results of an inspection that was carried out by an external vendor on returned materials. Inspection information is entered with respect to the outbound delivery that was created for a returns purchase order. You can generate a worklist of outbound deliveries for which you have received the results of a vendor inspection. Inspection information includes an inspection code, an inspection comment, the inspector, and the inspection date. It is also possible to upload a local file to document the inspection. You can enter inspection information at header or item level, or you can split items if different results are to be recorded for subquantities.

Activities To record the results of a material inspection by the vendor, you have the following options on the SAP Easy Access screen: Choose Choose .

Logistics Logistics

Central Functions Advanced Returns Management Materials Management Purchasing Environment

Material Inspection Enter Material Inspection by Vendor . Advanced Returns Management Enter Material Inspections by Vendors

Select a worklist of outbound deliveries that require inspection. Choose one of the deliveries from the worklist and process it. You enter the inspection information you received from the vendor at header or item level, depending on whether the results vary between the items. If the inspection reveals that different quantities of the returned material have different statuses, you split the delivery item. For more information, see Creating Inspection Splits.

1.2.3 Creating Inspection Splits You use this procedure to enter different inspection results for subquantities of the total quantity of a returns delivery item.

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1. Open the returns delivery for which you want to enter inspection results. For more information, see Material Inspection in Warehouse. 2. Choose the Item tab page. A list of all the items in the returns delivery appears. The system automatically uses the original quantity as the inspected quantity. 3. Select the item you want to split and choose ( Create Split Item ). The system creates two new lines and the original delivery item line becomes a summary line. The system enters the original quantity as the inspected quantity of the first split line, and zero as the inspected quantity of the second split line. The inspection status of both lines is Not inspected . The following figure shows an example of how a delivery item is initially split to enter different inspection results for subquantities:

Initial Split of Delivery Item

4. Based on the results of the inspection, distribute the inspected quantity between split line 1 and split line 2, and enter the appropriate inspection code for each. The system updates the total inspected quantity accordingly. An example of how different inspection codes can be entered for different quantities of a delivery item is shown in the following figure:

Entering Different Inspection Codes for Item Splits

5. Save the inspection. The system updates the status of each split to Inspected . It also uniquely identifies each split so that the Warehouse Management System (WMS) can execute subsequent stock movements correctly. For more information, see Integration into Warehouse Management System (WMS).

Note You can create additional split lines by selecting an existing split line and choosing

( Create Split Item ) again.

Note You do not have to enter an inspection code for all item splits at the same time. If you save the inspection document and there are still some item splits with the status Not inspected , the overall status of the inspection document is Partly Inspected . You can see the overall status of the inspection document on the Header tab page.

Note You can delete a split if it contains errors or you want to redefine it, by choosing ( Delete Split Item ). This is only possible as long as the logistical follow-up activities have not been confirmed. If the follow-up activities have been confirmed and the follow-up documents have been created, you must first cancel the follow-up documents and then you can reject the split items. Choose

( Reject Item ).

Note When you save the inspection results, the system checks that the total inspected quantity is equal to the original quantity. If not, you can still save the inspection, but you cannot confirm any subsequent logistical follow-up activities until you have corrected this discrepancy.

1.2.4 Changing Inspection Results You use this procedure to change the inspection results and logistical follow-up (LFU) information for a returns delivery item.

Prerequisites The LFU status of the inspection document is Confirmed . The system has created follow-up documents.

Procedure 1. Cancel any follow-up documents that the system created for the returns delivery item after logistical follow-up was confirmed. 2. On the SAP Easy Access screen, choose Logistics Central Functions Advanced Returns Management Returns Inspections

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Enter Material

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Inspections in the Warehouse , and open the returns delivery item. You can now change all inspection and logistical follow-up information, except splits and quantities. 3. If you want to cancel a split or change the quantities, proceed as follows: 1. Select one of the split lines and choose ( Reject ). The inspection document for the entire item in question is deleted, and its status reverts to Not Inspected . 2. Choose ( Save ). The original item appears again. 4. Enter new inspection results and logistical follow-up information (see Entering Inspection Results in the Warehouse). You can also create new splits (see Creating Inspection Splits).

1.2.5 Follow-Up Activities In Advanced Returns Management , you must specify what you want to happen to the returned goods when you are creating the initial returns document and after the goods have been inspected. You do this by selecting a follow-up activity.

Features The follow-up activity determines which documents the system creates automatically. For more information, see Automatic Creation of Follow-Up Documents. Only certain follow-up activities are relevant for the different types of return at different points in the process. Therefore, only those that are relevant in a given situation are available for selection. The following table explains all of the follow-up activities available in Advanced Returns Management and where they can be selected. Follow-Up Activity

Description

Available in Returns Document

Receive into Plant

Returned goods are posted to the appropriate stock type (for Customer returns order example, blocked stock)

Immediately Move to Free Available Stock

Returned goods are posted to the appropriate stock type (for Customer returns order example, unrestricted-use stock).

Immediately Move to Scrap

Returned goods are posted to the appropriate stock type.

Ship to Other Plant

Returned goods are sent to another plant. If you select this Customer returns order, returns stock transport order, activity in a customer returns order, the goods are posted material inspection in the warehouse

Customer returns order

to own stock first. Ship to Vendor

Returned goods are sent to an external vendor. If you

Customer returns order, returns purchase order, material

select this activity in a customer returns order, the goods are posted to own stock first.

inspection in the warehouse

Ship to Vendor Via Other Plant

Returned goods are sent to an external vendor via another Customer returns order, returns stock transport order, plant. If you select this activity in a customer returns order, material inspection in the warehouse the goods are posted to own stock first.

Direct Shipment to Vendor

Returned goods are sent directly to an external vendor without being posted to own stock first.

Customer returns order

Inspection at Customer Site

You select this activity on a preliminary basis until you have received the results of the inspection and you can

Customer returns order

specify a definitive activity. Delivery into Plant — Bulk Returns

You select this activity when the exact volume of the

Customer returns order

returned goods is not yet known. An inbound delivery can be posted and when the goods are physically received, you can update the returns order. Transfer to Free Available Stock

Returned goods are posted to the appropriate stock type and storage location.

Material inspection in the warehouse

Transfer to Scrap

Returned goods are posted to the appropriate stock type

Material inspection in the warehouse

Material Remains at Customer Site

The goods remain at customer site, where they are

Customer returns order

scrapped. The customer receives credit. Immediately Move to Specified Stock

Returned goods are posted to the appropriate stock type,

Customer returns order

(for example, quality-inspection stock. Transfer to Specified Stock

Returned goods are posted to the appropriate stock type

Material inspection in the warehouse

and storage location. Send Back to Customer

Returned goods are sent back to the customer.

Material inspection in the warehouse

Send Back to Last Plant

Returned goods are sent from the receiving plant back to the supplying plant.

Material inspection in the warehouse

No Further Activities

You select this activity if you want to stop logistical followup completely.

Material inspection in the warehouse

Note All of the above follow-up activities are activated by default in the system. You can deactivate any follow-up activities that you don't want to use and you can also change their default names in Customizing for Advanced Returns Management by choosing General Settings Activate and Rename Follow-Up Activities .

1.2.6 Automatic Creation of Follow-Up Documents PUBLIC © 2014 SAP AG or an SAP affiliate company. All rights reserved.

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1.2.6 Automatic Creation of Follow-Up Documents This function creates all the documents necessary for the logistical and financial processing of advanced returns automatically in the background. The automatic creation of follow-up documents is triggered when a user creates or changes a returns document (returns order, returns purchase order, returns stock transport order, or inspection document). Follow-up documents that system can create automatically include: Returns stock transport orders (rSTOs) Returns purchase orders (rPOs) Inbound and outbound deliveries Goods issues and receipts Transfer postings Credit memos Which follow-up documents the system creates automatically depends on the follow-up activity you select and where you select it. Other logical conditions also apply. For example, in the case of a customer return, if the returned goods have been physically received and the Material Received checkbox has been selected in the returns order, the system creates an inbound delivery and posts a goods receipt.

Integration The system creates follow-up documents automatically in the background as part of the central function that tracks all the documents of an advanced returns process in a returns overview. All follow-up documents, including processing status and splits, are displayed in the returns overview and can also be accessed there. For more information about process tracking, see Returns Overview.

Prerequisites You have made all the necessary settings in Customizing for Advanced Returns Management . For more information, see Customizing for Advanced Returns Management.

Features Sequence of Follow-Up Documents The system can create the follow-up documents required for specific follow-up activities automatically in the background. Several documents are created sequentially in some cases, depending on the returns scenario, for example, cross-company and intracompany returns. In Advanced Returns Management , the way in which cross-company and intracompany store returns are processed has been enhanced. It is now possible to configure the system so that an outbound delivery and a goods issue are created in the supplying plant and an inbound delivery and a goods receipt are created in the receiving plant. This is contrast to standard processing, which uses a single outbound delivery as the basis for posting a negative goods receipt in the supplying plant and a goods receipt in the receiving plant. If an error occurs during document creation, the sequence is interrupted and the system does not create any more documents. The document that contains the error is flagged in the returns overview. Once the error has been resolved, you can trigger the system to create any remaining documents.

Documents Not Created Automatically The system does not create the outbound deliveries for returns stock transport orders (follow-up activities Ship to Other Plant and Ship to Vendor via Other Plant ) and returns purchase orders (follow-up activities Ship to Vendor and Direct Shipment to Vendor ). This makes it possible to group several rSTOs and rPOs into one outbound delivery. For more information about creating outbound deliveries, see Creating Outbound Deliveries. For direct returns to external vendors (follow-up activity Direct Shipment to Vendor ) that are processed entirely outside of the company, you must create the statistical goods issue manually from the outbound delivery. This allows you to document deliveries between customer and external vendor in the system.

Example A customer returns goods to a branch. The sales person creates a returns order and indicates that the goods have been received by selecting the Material Received indicator. He or she then inspects the goods, selecting Immediately Move to Free Available Stock for items 1 and 2, and Immediately Move to Scrap for items 3 and 4. The sales person saves the returns order. The system responds by creating the following documents: Items 1 and 2: An inbound delivery and a goods receipt into the storage location defined for immediate move to free-available stock Items 3 and 4: An inbound delivery and a goods receipt into the storage location defined for receipt into plant, and a goods movement into scrap

More Information For more information about the individual follow-up activities and where they can be selected, see Follow-Up Activities.

1.2.7 Integration into Warehouse Management System (WMS) The process of inspection and logistical follow-up can be integrated into two types of warehouse management system: SAP Warehouse Management System (WMS) of the SAP Logistics Execution (LE) component

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This means that goods movements and stock changes are managed in the warehouse at storage bin level using quants. Stock movements can be introduced with a transfer requirement or executed with a transfer order in the warehouse. For more information, see Warehouse Management System (WMS). Lean Warehouse Management Here, inventory management takes place solely at storage location level. The system does not update the stock data at storage bin level using the quants. For more information, see Warehouse Management with Lean WM.

Example The following is an example of the full integration of the SAP Warehouse Management System (WMS) into Advanced Returns Management . The WMS comes into play at two points in the process: during returns document creation, and during inspection with a resulting logistical follow-up activity. A returns order is created. The returned goods must be received into the plant for inspection, so the processing employee selects follow-up activity Receive into Plant . The system creates a returns delivery. If a warehouse number is assigned to the combination of plant and storage location, the goods receipt cannot be posted until all warehouse management activities have been completed. A transfer order is therefore created for the inbound delivery. This results in the returned goods being moved from the interim storage bin to the specified destination storage bin. The system determines these from Customizing. Once the transfer order is confirmed, the goods receipt is posted, and the system updates the stock available at the destination storage bin.

Note Whether a transfer order is created and confirmed automatically or by a user depends on the settings made in Customizing for Warehouse Management . An example of a transfer order created for a returns delivery to execute the relevant goods movements is shown in the figure below: Transfer Order for Returns Delivery of Returns Order Item

Material

Quantity

Interim Bin

Destination Bin

10

Material A

10.00

950

050

20

Material B

8.00

950

050

30

Material C

10.00

950

050

The warehouse inspector examines the returned goods and assigns the appropriate inspection code, splitting the items where necessary. The warehouse manager selects and confirms the appropriate follow-up activity for each item and its splits. When logistical follow-up is confirmed, the system creates a new transfer order to record the stock splits resulting from inspection in the warehouse management system. This transfer order is automatically confirmed as it does not result in any physical movement of stock. An example of a transfer order created to record stock splits resulting from inspection is shown in the figure below:

Stock Changes for Split Item

Note Items 20 and 30 are not included in this transfer order because they were not split and do not require stock changes. Based on the selected follow-up activities, the system creates the relevant goods movements or outbound deliveries for each inspection item and inspection split item. Another transfer order is created to execute the associated goods movements. The system ensures that the correct stock is moved from the correct storage locations.

1.3 Returns Refund Determination (RRD) You can use this process to make decisions regarding the amount of credit to be issued for returned material. Returns refund determination (RRD) is a financial process, providing a business-oriented approach to reconciliation. Refund decisions can be based on inspection results and the return reason, but can also include business considerations, such as company policy, competition, or workflow. For more information about inspection results, see Inspection and Logistical Follow-Up (LFU). In RRD, you can process: Customer returns Using the customer refund determination (CRD) process, you decide how much credit the customer is to receive and create a credit memo request.

Note CRD is an optional process. If in the returns order, you select Immediately as the form of refund control, then you can create a credit memo straight away. You can also have the system create the credit memo automatically if you customize the returns order type accordingly.

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Internal returns Using the internal refund determination (IRD) process, you decide how much credit the supplying plant in a different company code is to receive and directly create an internal credit memo.

Note IRD is an optional process. You can make IRD mandatory for certain combinations of return reason and inspection code in Customizing for Advanced Returns Management by choosing Supplier Returns Configure Refund Procedure for Intercompany Store Returns . IRD is always mandatory, however, if you split a delivery item on the Material Inspection in Warehouse screen in order to record different inspection results. For all other scenarios, you can choose to use IRD or allow the system to create the credit memo automatically by means of collective processing for billing documents. For more information, see Billing Processing.

Prerequisites A returns order in CRD or an inbound delivery in IRD is available. For more information about creating returns orders, returns purchase orders (rPOs), and return stock transfer orders (rSTOs) for outbound and inbound deliveries, see Returns Document Creation. You have made all the necessary settings in Customizing. For more information, see Customizing for Advanced Returns Management.

Process 1. You select the appropriate documents for RRD. Before you start, you need to decide whether to use: Customer refund determination (CRD) In CRD, you process refunds to customers. These returns may have been forwarded to another plant or vendor. Internal refund determination (IRD) In IRD, you process cross-company returns (returns stock transfers between plants in different company codes). These returns may have originally been returned from a customer, forwarded from another plant (intracompany or cross-company), and may also include returns to vendors. The selection of returns orders (in CRD) or inbound deliveries (in IRD) can involve combinations of complex search criteria (see Selecting Documents for Refunding). 2. You create manual splits if necessary. You can split the returned quantity to apply different refunds to the subquantities (see Creating Manual Splits). 3. You determine the refund for customer returns or internal returns (optional). You determine the refund amounts based on the inspection results of an item or its split quantities and on financial considerations: For customer returns, use CRD (see Determining Customer Refunds). For internal returns, use IRD (see Determining Internal Refunds). 4. You create a credit memo request in CRD or a credit memo in IRD. Depending on the settings in Customizing and user preferences, the system can create the credit memo request or credit memo automatically. Alternatively, you can reject refunding, if you have authorization.

Result The advanced returns process is completed when the items are fully paid. For more information about document status in Advanced Returns Management , see Returns Overview.

Example The following table describes returns scenarios in RRD: Scenarios for CRD and IRD Returns Type

Scenario Description

Customer returns in CRD

A number of customers are returning large quantities of incompatible electronic products. The inspection codes confirm the incompatibility. The CRD process is straightforward, but the selection of the returns orders is complex, involving specific ranges of a product series delivered to some customers. The returns manager responsible for CRD uses the Advanced Selection Criteria to find the combination of products and customers to automatically generate credit memo requests for the proposed refunds. A customer returns a damaged product. The warehouse manager, also responsible for CRD, creates a credit memo request for the full amount, instead of the suggested 50% because the customer is a premium customer. For more info

Supplier returns in IRD

A branch (considered as the supplying plant in IRD) returns a batch of damaged items to its distribution center (DC). The inspection at the DC (the receiving plant) confirms the damage. Based on the inspection code, the returns manager responsible for IRD decides to split the batch manually to refund only some of the items. A supplying plant returns an item with extensive transport damage to the

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receiving plant. Although the damage is total, the returns manager for IRD chooses to reduce the refund to 0% because the supplying plant is responsible for the transport.

1.3.1 Selecting Documents for Refunding You start returns refund determination (RRD) in customer refund determination (CRD) or internal refund determination (IRD) by selecting customer returns documents or cross-company returns documents to process.

Procedure 1. On the SAP Easy Access screen, choose Logistics Central Functions Advanced Returns Management To process customer returns, choose Determine Customer Refund . The Customer Refund Determination - Document Selection dialog box appears (in CRD). To process cross-company returns, choose Determine Internal Refund . The Internal Refund Determination - Document Selection dialog box appears (in IRD).

Returns Refund Determination

.

Note You cannot determine refunds for intracompany returns. Refunding within the same company code is done by automatic booking. 2. Enter your selection criteria in the dialog box (optional). You can select: Returns Order data (in CRD) or Returns STO data (in IRD) Here, you enter information about the returns order (rO) or returns stock transfer order (rSTO). Delivery Data Here you can enter the Inbound Delivery document number and Document Date . Subsequent Process Data Here, you can enter the Next Plant , Vendor name, and Vendor RMA Number . Alternatively, you can choose Get Variant ( Shift+F5 ) to retrieve a stored variant. The system displays a list of all available variants.

Note You can maintain variants using the Edit menu functions. Choose

Edit

User Settings

( Shift+F7 ) to set default variants in the Set Default

Values dialog box. Here you can also select Start Transaction with Variant and Foreground Processing (see Determining Customer Refunds or Determining Internal Refunds). These options remain effective until you deselect them. 3. Select the documents to be displayed based on their refunding status. The tables below show the refunding status options: Refunding Status Options for Returns Orders in CRD Option

Explanation

Entire document is waiting for refunding

The system displays returns orders in which all items are ready for CRD.

Some items waiting for refunding; hide other items

The system displays returns orders with at least one item that is ready for CRD; it hides items that are not ready.

Some items waiting for refunding; show entire document

The system displays returns orders with at least one item that is ready for CRD; it displays the entire document including items that are not ready.

Some items waiting for subsequent credit; hide other items

The system displays returns orders that have some items still waiting for subsequent credit; it hides all other items.

Some items waiting for subsequent credit; show entire document

The system displays returns orders that have some items still waiting for subsequent credit; it displays all items, including those that are not ready.

All open returns orders

The system displays all returns orders that are not completed.

Refunding Status Options for Returns Deliveries in IRD Option

Explanation

Items waiting for IRD for which delivery is completely inspected and confirmed

The system displays the items of completely inspected and confirmed deliveries that require IRD; it hides items waiting for subsequent credit.

All inspected and confirmed items waiting for IRD

The system displays only delivery items requiring IRD; it hides items waiting for subsequent credit.

All items waiting for subsequent credit

The system displays only items waiting for subsequent credit; it hides all other items.

All inspected and confirmed items

The system displays all items that have been inspected and confirmed, whether or not they require IRD; it also displays items waiting for subsequent credit.

4. Choose

( Execute ).

Result The selected documents are displayed in the Document Overview . Icons indicate the status of the documents and their items. The following tables show the icons and their meaning.

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Supplying-Plant and Customer Icons Icon

Meaning

(blank)

No document has been processed At least one document is incorrect Some documents have been processed All documents have been processed

Document-Level Icons Icon

Meaning

(blank)

Unprocessed documents Document currently in process Documents in which credit memo request (CMR) or credit memo creation failed These documents can be reprocessed in the current session. Documents successfully processed in the current session These documents cannot be processed again in the current session. They are only displayed to provide an overview of recently processed orders.

Item-Level Icons Icon

Meaning Item is still in the logistical follow-up process The item’s RRD status is undefined. Item is ready for refunding A credit memo or credit memo request can be issued Item was not refunded in the current session Item was partially refunded in the current session Item was successfully refunded in the current session

1.3.2 Creating Refund Splits You can use this procedure to split the quantity of a returns order item into two or more subquantities if you need to refund different amounts for these subquantities.

Prerequisites The returns order that you are processing has at least one item of a quantity that can be split (a quantity of onecannot be split).

Procedure 1. On the Unprocessed Items tab page, select an item to be split and choose Create Split Manually . 2. On the Manual Item Split screen, enter the subquantities of the item.

Note You can select a quantity that has not been split or one or more subquantities. The subquantities of a split item must add up to its original quantity. 3. Enter the refund for the created subquantity items. For more information, see Determining Customer Refunds. 4. Choose Accept Split or Accept Split and Move to Processed Items . If you accept the split without moving it to the Processed Items tab page, the system regards the document as unprocessed. You can expand the item to show your splits and continue to process the subquantities.

Result You can see the splits you have created on both the Unprocessed Items and Processed Items tab pages. You can now select the items for which you want to create credit memo requests. For more information, see Determining Customer Refunds.

1.3.3 Compensation for Customer Returns You can use this function to specify compensation for customer returns orders and either trigger a credit memo request or a subsequent delivery free of charge. Customers can be compensated at any time during the returns process. However, since compensation usually depends on the inspection results, the customer is usually compensated after the returned material has been inspected.

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Integration If the company location in which the returns order is created is not in the same company code as the company location that receives the returned goods, then internal refund determination may be necessary. For more information, see Internal Refund Determination.

Example A customer contacts his local branch (sales organization) and informs the internal sales representative that he wants to return some goods that are still at the customer site. The sales representative creates a returns order to initiate the return of materials, but to another company location (receiving plant) in a different company code. The company code of the sales organization pays the refund to the customer, and the material receiving company code refunds the company code of the sales organization. Once you have created a credit memo request, you can refund the customer by creating a credit memo using standard billing procedures. For more information, see Billing Processing.

Prerequisites You have made all the required settings for refunding, subsequent delivery free of charge, and non-valuated returns stock in Customizing by choosing one of the following paths: In Customizing for Logistics - General , choose Advanced Returns Management . In Customizing for Sales and Distribution , choose Sales Advanced Returns Management .

Note In Customizing for Advanced Returns Management in the Specify Settings at Client Level activity, you can configure a simplified entry screen with just one tab. You have configured the optional usage of the returns refund codes and return reasons as pricing parameters for customer refund determination. You do this in Customizing for Sales and Distribution by choosing Master Data Basic Functions Pricing . For more information about the use of pricing parameters in pricing, see Pricing and Conditions (SD-BF-PR).

Features Display Worklist and Returns Order You can select a worklist of returns orders for which compensation is pending, meaning for which you have already performed an inspection or for which you have already received a credit memo from the vendor. You can then choose a delivery from the worklist and process it. The selected returns order is displayed in the work area with comprehensive information from previous process steps, such as the return reason, inspection results, and information on whether or not credit has been received from an external vendor or another company code. If split items were created in the Material Inspection in Warehouse transaction, they are displayed underneath the returns order items. You also see additional lines if several credit memos have been received either from an external vendor or through intercompany billing. If these splits are not acceptable for compensation, you can create a manual split for returns order items. Select Copy for the items that you want to copy to your credit memo, credit memo request, or subsequent delivery free of charge.

Refund Amount Enter the refund code for the respective rows of returns order items or split items if you want to specify the refund amount using this parameter, which is specific for Advanced Returns Management . The returns refund code is a pricing parameter for the standard pricing function. Returns refund codes can be configured, for example, to represent a percentage deduction from the paid sales net price. If you do not want to use this parameter, select the Foreground Processing checkbox so that the system opens the credit memo request again after automatically creating it. In the opened document you can adjust pricing, for example. If you do not want to issue a refund for an item, you must enter an appropriate rejection reason for the credit memo request. Such credit memo request items are required in order to complete the refunding process for the returns order.

Replacement Material To determine the replacement material delivery, enter the replacement material, the replacement quantity, and the supplying plant. You can specify a different replacement material than the returned material. The supplying plant can be different than the plant that received the returned material. You can specify a delivery block depending on the SDF order type in Customizing so that certain users are allowed to create an SDF but are not authorized to release it.

Non-Valuated Returns Stock If you use the function for non-valuated materials to trigger compensation for the customer by creating a credit memo request or a subsequent delivery free of charge, the system also automatically posts a goods movement for valuating the material. When you save the credit memo request or subsequent delivery free of charge, the system immediately posts the valuation goods movement for returns order items if you have confirmed logistical follow-up activities in material inspection for their delivery items or split items or if you have not yet begun material inspection for their delivery items. If you have already begun the material inspection for the delivery items and split items of returns order items, the system posts the goods movement for valuation as soon as you confirm the logistical follow-up activities.

Activities On the SAP Easy Access screen, you have the following options for defining compensation for customer returns:

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Choose Choose

Logistics Logistics

Central Functions Advanced Returns Management Returns Refund Determination Determine Customer Refund Sales and Distribution Sales Environment Advanced Returns Management Determine Customer Refund .

.

Select a worklist with the returns orders pending compensation. Choose one of the returns orders from the worklist and process it. You have the following options for determining the refund: You can enter a refund code or a rejection reason. Choose return order items or their split items you want to process and create the credit memo request in the background. If you choose foreground processing, you can further process the document that is created to make price adjustments, for example. Enter the required data for the replacement material and the supplying plant. Choose returns order items or their split items you want to process and create a subsequent delivery free of charge in the background.

1.3.4 Internal Refund Determination This function allows you to determine the refund for cross-company-code store returns and to create the corresponding credit memo in the material receiving company code. The financial settlement of cross-company code store returns is part of intercompany billing. You normally create the credit memo with respect to the inbound delivery using standard billing procedures. However, you can define exceptional situations - specific combinations of return reason and inspection code - for which the credit memo must be created using internal refund determination. You can use internal refund determination as an optional step in all situations.

Prerequisites You have made all the necessary refunding settings in Customizing for Purchasing by choosing Purchase Order Returns Order Advanced Returns Management Store Returns . The returns refund code and return reason in Advanced Returns Management represent new pricing parameters. You must define the usage of these parameters for pricing in Customizing for Sales and Distribution by choosing Master Data Basic Functions Pricing . For more information, see Pricing and Conditions (SD-BF-PR).

Features Worklist and Inbound Delivery Display You can generate a worklist of inbound deliveries that require refunding. You can then select a delivery from the worklist and process it. The selected delivery is displayed in the work area with comprehensive information from previous process steps, such as the return reason, inspection results, and information on whether or not credit has been received from an external vendor or another company code. If split items were created in the Material Inspection in Warehouse transaction, they are displayed underneath the inbound delivery items. You also see additional lines if several credit memos have been received either from an external vendor or through intercompany billing. If these splits are not acceptable, you can alternatively create a manual split for inbound delivery items. You select the Copy checkbox for those items that you want to include in the credit memo.

Refund Amount Enter the returns refund code. The returns refund code generally defines the refund amount for the corresponding lines of inbound delivery items or split items. The refund code is a price parameter in the standard pricing function. Returns refund codes can be configured, for example, to represent a percentage deduction from the paid sales net price.

Credit Memo Processing Once the appropriate selections have been made, you create the credit memo. This happens automatically in the background. If you have selected the Foreground Processing checkbox, the credit memo opens and you can edit it further.

Activities On the SAP Easy Access screen, you have the following options for defining refunds for cross-company-code store returns: Choose Choose

Logistics Logistics

Central Functions Advanced Returns Management Materials Management Purchasing Environment

Returns Refund Determination Determine Internal Refund . Advanced Returns Management Determine Internal Refund .

You generate the worklist and select the inbound deliveries that you want to process. You make the necessary settings for the returns refund code, and then you create the credit memo. With foreground processing, you can edit the document you created to adjust the pricing, for example.

1.4 Returns Overview This function shows the flow and status of the documents associated with the activities in Advanced Returns Management . The system automatically tracks these documents, their flow, and status in the background and displays this information in an overview. You can use this overview to get information about the returns steps that have been carried out and those that still need to be done for any given return.

Integration The document tracking function in Advanced Returns Management tracks all documents created by a user, as well as the follow-up documents created by the system. For more information, see Returns Document Creation. You can activate and map follow-up sales and purchasing documents in Customizing. For more information, see Customizing for Advanced Returns Management.

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Activities You can access the returns overview: From the SAP Easy Access screen, by choosing Logistics Central Functions Advanced Returns Management Returns Overview information about selected documents and items. To view customer returns documents, choose Display Customer Returns Overview and select the appropriate documents. For more information, see Customer Returns Overview. To view supplier returns documents, choose Display Supplier Returns Overview and select the appropriate documents. For more information, see Purchasing Returns Overview. The overview shows: Selection criteria Header list Item list Detail tree You can choose to display or hide any of these screen areas.

to get

From an advanced returns processing screen, by choosing Returns Overview to get information about the documents and steps involved in the current process. Such a dedicated returns overview can be accessed from: Returns order (rO) or credit memo request (CMR) Returns stock transfer order (rSTO) or returns purchase order (rPO) Returns inspection in the warehouse or from vendors Returns refund determination (RRD) from customers, plants, or vendors You can also access the returns overview from invoice verification screens. However, here you must choose Goto Document Overview for Returns. The dedicated returns overview screen shows the document header, the item list, and the detail tree for the current process. The document header shows the same status information as the header list on the returns overview accessed through the SAP Easy Access screen.

Note If you choose Returns Overview from the Item screen area of a document, such as a purchase order, the header information on the returns overview refers to the item, not the document. An item list is not displayed in this case. From any of the returns overview screens, you can choose to view any listed document or to reprocess a document containing errors.

Note The Processing Status of a document containing errors is Document with Errors (see Automatic Creation of Follow-Up Documents). If you choose Reprocess Documents , the system creates the required documents if possible and shows the result: For successful or partially successful document creation, the system changes the Processing Status traffic light to the new status and provides an appropriate message. For unsuccessful document creation, the system provides the reason in an error message. In case of multiple document processing, the system may refer you to the application log. To see the application log, choose Display Application Log .

1.4.1 Customer Returns Overview You use this function to monitor customer returns processes. It provides you with an overview of all the steps in the returns process, all the follow-up documents created as part of the process, as well as information on the status of logistical processing and refunding.

Features The Returns Overview for Customer Returns screen is divided into the following areas: The selection area allows you to generate a list of customer returns processes for monitoring. The header list shows the customer returns orders that meet your selection criteria. The item list shows all the items of a selected returns order. The detail tree shows all the steps in the selected returns process with links to the corresponding documents.

Note You can show and hide the different screen areas as necessary. You have the following options on the Returns Overview for Customer Returns screen: You can navigate to individual returns-related documents. You can see the overall processing status, the logistical processing status, and the refunding status of the returns process and document items in question. You can see where the system was unable to create follow-up documents automatically. After you have resolved the problem, you can restart follow-up document creation.

Activities

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To call the Returns Overview for Customer Returns from the SAP Easy Access screen, you have the following options: Choose Choose

Logistics Logistics

Central Functions Advanced Returns Management Returns Overview Display Returns Overview for Customer Returns Sales and Distribution Sales Environment Advanced Returns Management Display Customer Returns Overview .

.

You select the returns orders you want to monitor and review the required information. If the processing status of a document is Document with Errors , you choose Restart Document Creation and the system creates the required documents if possible and shows the result. You can also navigate to the Returns Overview for Customer Returns screen when you display or process any of the documents in the returns process, for example, in the Change Sales Order , Material Inspection in Warehouse , and Customer Refund Determination transactions. There is either a Returns Overview pushbutton, or you choose Goto Returns Overview from the menu. If you access the Returns Overview in this way, then the header area in the Returns Overview contains information on the document from which you navigated, and the selection screen area is not available.

1.4.2 Supplier Returns Overview You use this function to monitor supplier returns processes. It provides you with an overview of all the steps in the returns process, all the follow-up documents created as part of the process, as well as information on the status of logistical processing and refunding.

Features The Returns Overview for Supplier Returns screen is divided into the following areas: The selection area allows you to generate a list of supplier returns processes for monitoring. The header list shows the returns purchase orders or returns stock transport orders that meet your selection criteria. The item list shows all the items of a selected returns purchase order or returns stock transport order. The detail tree shows all the steps in the selected returns process with links to the corresponding documents.

Note You can show and hide the different screen areas as necessary. You have the following options on the Returns Overview for Supplier Returns screen: You can navigate to individual returns-related documents. You can see the overall processing status, the logistical processing status, and the refunding status of the whole returns process and document items in question. You can see where the system was unable to create follow-up documents automatically. Restart follow-up document creation after you have resolved the issues.

Activities On the SAP Easy Access screen, you have the following options for displaying the returns overview for supplier returns: Choose Choose .

Logistics Logistics

Central Functions Advanced Returns Management Materials Management Purchasing Environment

Returns Overview Display Returns Overview for Supplier Returns . Advanced Returns Management Display Overview of Supplier Returns

You select the returns purchase orders or returns stock transport orders you want to monitor and review the required information. If the processing status of a document is Document with Errors , you choose Restart Document Creation and the system creates the required documents if possible and shows the result. You can also navigate to the Returns Overview for Supplier Returns screen when you display or process any of the documents in the returns process, for example, Change Purchase Order , Material Inspection in Warehouse , and Internal Refund Determination . The corresponding transactions either provide a Returns Overview pushbutton, or you choose Goto Returns Overview . If you access the Returns Overview in this way, then the header area in the Returns Overview contains information on the document from which you navigated, and the selection screen area is not available.

1.5 Customizing for Advanced Returns Management Implementation Considerations The following tables provide an overview of all the Customizing settings related to Advanced Returns Management .

General Settings In Customizing for Logistics – General , choose

Advanced Returns Management

General Settings

.

General Customizing Settings Customizing Settings

Description

Activate and Rename Follow-Up Activities

Here you can activate and deactivate individual follow-up activities and give them customer-specific names.

Automatic Creation of Follow-Up Documents

Here you specify the standard document types that are used to create customer returns and store returns. You also map customer return reasons to supplier return reasons. This is necessary if the system automatically creates a supplier return from a customer return.

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BAdI: Change Data of Follow-Up Documents Created in the Background Creation.

This BAdI allows you to modify how the system automatically creates follow-up documents.

Goods Movement Settings for Follow-Up Activities

Here you specify the default movement types, stock types, and storage locations used for specific follow-up activities. This is necessary for automatically processing logistical follow-up activities that involve stock movements.

Archiving

Here you can make settings regarding how customer returns and supplier returns are archived. There are four BAdIs available that allow you to customize the existing archiving process.

Business Add-Ins (BAdIs) for Advanced Returns Management

These BAdIs allow you to customize certain features of Advanced Returns Management : BAdI: Configuration of Settings and Checks for Returns Data allows you to influence advanced returns data, as well as the checks performed when returnsrelevant data is entered in returns documents BAdI: Change Data for Automatically-Created Follow-Up Docs allows you to change document data for the automatic creation of the following follow-up documents. BAdI: Enhancement of the Delivery Monitor Lists allows you to modify the result list of the delivery monitor. BAdI: Enhancements for Processing Inspection Data allows you to modify inspection data in the different processing phases of the Material Inspection in Warehouse transaction. BAdI: Customer Enhancement for Determining Reference Docs allows you to influence the automatic search for a reference document at item level, as well as which archive information structures are used to search for archived documents. BAdI: Enhancement of Returns Refund Determination allows you to customize the existing returns refund determination process. BAdI: Enhancement of Sales Process in Advanced Returns allows you to make changes to the logic of sales processing.

Customer Returns In Customizing for Logistics – General , choose

Advanced Returns Management

Customer Returns

.

Customer Returns Settings Customizing Settings

Description

Activate Advanced Returns Management for Returns Order Types

Here you specify the sales document types that are used to create customer returns orders and subsequent credit memo requests. You can specify whether a credit memo can be created automatically from returns orders. You also specify the default delivery type that is used if returned goods are sent back to the customer (follow-up activity Send Back to Customer ).

Activate Advanced Returns Management for Credit Memo Request Order Types

Here you activate Advanced Returns Management for the sales order types used to create credit memo requests. You can also specify a billing block for unauthorized users for credit memo request order types that you have activated.

Specify Movement Types for Immediate Goods Receipts

Here you can specify specific movement types for immediate goods receipts to free available stock or specified stock in Advanced Returns Management .

Define Return Reasons for Customer Returns

Here you define the return reasons that can be specified when you create a customer returns order.

Define Return Refund Codes

Here you define return refund codes. Refund codes are used to price credit memo requests (CMRs) and are linked to the standard condition technique for pricing. For more information, see Pricing and Conditions.

Configure Default Settings for Returns Refund Codes

Here you can link refund codes to combinations of return reason and inspection code. This allows the system to determine the refund code automatically in customer returns orders.

Configure Default Values for Returns Orders

Here you can specify default values that the system enters in customer returns orders that are created for specific combinations of plant and sales office.

Specify Plants Requiring Approval Check

Here you can specify plants for which users require authorization before they can return goods to the plant in question.

Supplier Returns In Customizing for Logistics – General , choose

Advanced Returns Management

Supplier Returns

.

General Supplier Returns Settings Customizing Settings Activate Advanced Returns Management for Purchase Order Types

Description Here you specify the purchasing document types that are used to create returns to vendor and returns stock transport orders. If you activate Advanced Returns Management , you must also activate enhanced store returns. Then in the case return stock transport orders, two delivery documents are created instead of the standard one: an outbound delivery in the supplying plant and an inbound delivery in the receiving plant.

Define Return Reasons for Supplier Returns

Here you define the return reasons that can be specified when you create either a returns purchase order or a returns stock transport order.

Define Rejection Reasons for Supplier Returns

Here you can define reasons for rejecting supplier returns or supplier return items during the release procedure for purchasing documents.

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Specify Default Billing Types for Intercompany Store Returns

Here you specify the default billing type for the delivery types associated with supplier returns.

Configure Refund Procedure for Intercompany Store Returns

Depending on the combination of inspection code and return reason, you can specify whether supplier returns must be refunded manually using internal refund determination (IRD) or whether a credit memo can be created automatically.

Configure Default Settings for Returns Refund Codes

Here you can link refund codes to combinations of return reason and inspection code. This allows the system to determine the refund code automatically for supplier returns.

Settings for Store Returns with Outbound and Inbound Deliveries

Here you make all the settings that allow the system to process store returns with two delivery documents (outbound and inbound delivery) instead of the standard one.

Material Inspection In Customizing for Logistics – General , choose

Advanced Returns Management

Material Inspection

.

Material Inspection Settings Customizing Settings

Description

Define and Configure Catalog for Inspection Codes

Here you define the inspection codes that are used to record the quality of returned goods during inspection.

Define Catalog Usage for Inspection Codes

Here you specify which catalog and code group are used for inspection codes.

Configure Authorization for Follow-Up Activities

Here you make all the settings required for performing inspections in advanced returns. You create inspection profiles, which are made up of follow-up activity profiles with different levels of authorization, and then you assign these to user groups.

Define Number Range for Inspection Outcome

Here you define the number range used for inspection documents.

Configure Print Settings

Here you can make settings for printing out inspection worklists.

Define Blocks for Follow-Up Activities

Here you can define follow-up activity blocks. You can set a block during logistical followup if you want to postpone the creation of follow-up documents to a later point in time for whatever reason.

Warehouse Management Integration

Here you make all the settings necessary for the integration of the component Warehouse Management (LE-WM).

BAdI: Enhancements for Processing Inspection Data

This BAdI allows you to customize the worklist and detailed processing of inspections.

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