Repair Process in SAP CS (Customer Service) – Part I

Retagging required
sap cs customer service

This blog on Repair Process is written to help SAP CS Consultant on giving a complete
understanding on how Repair Management is captured in SAP. The experience of 2
implementation in Customer Service is utilized to compile this blog on SAP CS. These posts
are created with inspiration & guidance from Priya Pathak (at IBM) who work as a colleague
on SAP Implementation Projects. The author works with IBM presently.
As the length of this post is quite log, this is divided into Part I & Part II. You can refer Part
II for Settlement, Delivery & Billing Process.

1. Scope of the Post / Document
This document aims to serve the purpose of explaining how repair process can be handled at
manufacturing plants for the components or parts as well as 3 rd party parts (from external vendors).
We also cover how replacement can be executed as a part of standard SAP Process from notification if
business decides to have replacement instead of repairing the item (repairing may be carried out but
customer is supplied with replacement part immediately & repaired part is then used as an
independent component)

2. Master Data Requirement
Below Master Data is mandatory to execute the below depicted SAP Standard Repair Process-

1. Material Master Data
2. Equipment Master (linked to Material Master)

3. Process Steps – Repair Process
There are 10 process steps which need to be executed to complete the repair process. As indicated
before, it is imperative to have 2 master data in SAP (Material Master & Equipment Master) created in
advance before below steps are executed.

3.1 Receiving Customer Complaint
On receiving customer complaint or return component for repair process, notification needs to be
created by business wherein information below can be entered like-

Cause Codes

Defect Codes

Different activities can be entered which needs to be preformed to repair the products


Incoming / Outgoing Calls etc.

Warranty validation is carried out within notification if equipment master has got warranty dates &
system correspondingly gives a message if the repair product is in warranty or not.
Transaction Code – IW51
Notification- 300000104
Notification type needs to be entered (Z4) as indicated below-

3.2 Creation of Repair Sales Order
Within notification, mandatory fields as indicated below can be entered and then repair order needs to
be clicked within the action box on the right side-

This will give the pop up wherein repair sales order type, service material needs to be entered, and
save this as indicated below-

note the repair button at the bottom- .This generates the repair sales order & can be seen in the document flow of notification- SO-109000054 We check this repair sales order in VA03 Transaction code.

We can see in the repair tab there is one repair item we need to receive- .

below details needs to be put- .3 Return Delivery To receive the repair material.3. we create returns delivery using Transaction code VRRE.

Check the details in the returns delivery- Return Delivery – 7008500050 3.4 Goods Receipt against Return Delivery for Repaired Item .

Goods receipt for the repair material needs to be done using VL02n transaction code as indicated- Pl check the document flow for material document- .Now.

Check the movement type used for return material- .

hit the proposal button below as indicated- .Pl see above that this is non valuated material and there is no financial postings.5 Service Order Creation from Repair Order Now we create the service order for this return material from sales order VA03 transaction. 3.

This calls for the task list (list of work centers maintained for the service material)- .

save the Sales Order. which will create the service order in the background.Confirm the availability control. hit on button below as indicated in VA03 Transaction code- . To check the service order.

System would take you to IW33 transaction code where you get to see the service order created. Service Order can be seen below in transaction IW33- . Service Order – 4000084 is created.

6 Service Order Updation with Operations. based on the requirement to repair the returned product.3. Components & Settlement Rule of Cost Centre Now. put in the operations required- .

Add on components can also be put in which would be required for the repairing of returned product- .

We update the settlement rule- .

Cost Centre needs to be put for service / repair process.7 Service Order Confirmation We come to IW42 transaction to confirm the operations and issue the components to service order as below . this is where cost of operations & components would be settlement- 3.

You can check in service order (IW33) to check the goods movement of components .Save this.

You get the material document. Pl check the movement type and accounting document- Goods issue accounting entries are as below- .

we can check the costs- Planned & actual costs are displayed- .In the cost tab of service order.

Delivery & Billing Process. .You may refer a separate post for Part II for Settlement.

we would see in the Part II following 3 areas of repair process-  Settlement Process (to Cost Centre)  Delivery if the Repaired Component back to Customer &  Billing to customer if the component is not in warranty 3.Repair Process in SAP CS (Customer Service) – Part II Retagging required sap cs customer service Taking forward from Part I of this Repair Process. we settlement of the service order is done in transaction KO88 as below- Click on below- .8 Settlement Process to Cost Centre Now.

Check the settlement accounting document- .

9 Delivery of Repaired Product to Customer Before. we deliver the repaired product to customer.We see the controlling document as below which indicates costs are settled to cost centre- 3. . we need to mark the service order for completion as indicated- You get an option to mark the notification as complete.

We check the status in the sales order for delivery creation- .

Prices for repair services are needed to be put in the pricing condition tab- .

We create the delivery / Transfer Order as below using transaction code VL02n- .

Delivery is created as below- .

Outbound Delivery – 8112000169 Transfer Orders are created as below- We select the processing mode as below- .

We put the returns delivery number for the bin selection & storage type as 904- We save the transfer order- .

This can be validated in the document flow as below- We issue the goods from the delivery (Return material is repaired & delivered back to customer)- .

This can be validated in the document flow- We check the movement type and note that this is non-valuated – .

10 Billing (if out of Warranty) We create the billing document with reference to repair sales order- .3.

Pricing gets pulled in from the sales order- .

We save the billing document and note the billing number- .

.This is how we complete the repair process.