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Advanced Customer Returns Management (250)

Advanced Customer Returns Management (250). SAP Best Practices. Purpose, Benefits, and Key Process Steps. Purpose

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Advanced Customer Returns Management (250)

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  1. Advanced Customer Returns Management (250) SAP Best Practices

  2. Purpose, Benefits, and Key Process Steps • Purpose • This scenario describes advanced sales order returns processing with material inspection. The creation of the return sales order references to the original billing document for the goods. The goods are shipped back and a return delivery is created with reference to the sales order. After material inspection and decision on follow-up activities a credit memo is created and posted to the customers account. • Benefits • Manage customer returns with advanced functions that provide end-to-end support for the returns process • Sales order returns are processed according to sales order reference to the original billing document • Automatic Creation of follow-up documents after material inspection • Credit memo is created and posted to customers account • Monitoring of the whole return process • Key Process Steps • Creation of return order and return delivery • Quality Evaluation and automatic creation of follow-up documents • Release returns for billing and billing • Process Monitoring

  3. Required SAP Applications and Company Roles • Required SAP Applications • Enhancement package 5 for SAP ERP 6.0 • Company Roles • Sales Administrator • Warehouse Clerk • Sales Billing • Accounts Receivable Manager • Billing Administrator

  4. Detailed Process Description • Sales Returns with Quality Management (QM) • This scenario describes a business process, where sales order returns are processed with material inspection and decisions on follow-up activities • The scenario starts with the creation of a customer returns order, which references to the original billing document for the goods. • Upon goods arrival from the customer, the return delivery is created, and a goods receipt is posted to the return stock. • The returned material is inspected. A usage decision regarding the logistical follow-up activities is made. • Automatic creation of follow-up documents • If the reason for customer return is accepted the credit memo request is released for billing • The credit is posted to customer account. • Process Monitoring

  5. Process Flow Diagram Advanced Customer Returns Management Event Customer returns goods Sales Administrator Billing of CMR Display Returns Overview Process Monitoring Creation of customer return order Warehouse Clerk Transfer to Scrap Post goods receipt Process Monitoring Perform Material Inspection in the Warehouse Transfer to Free Available Stock Sales/Billing Determine Customer Refund and Create Credit Memo Request (CMR) Accounts receivable Manager Releasing CMR to Billing Sales Schedule Agreements Outbound (231) Return to vendor (136)

  6. Diagram Connection Legend <Function> Hardcopy / Document External to SAP Financial Actuals Business Activity / Event Budget Planning Unit Process Manual Process Process Reference Existing Version / Data Sub-Process Reference Process Decision System Pass/Fail Decision

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