SAP Training : SD07

Returns and Complaints

03/10/2007
Agenda

Introduction
Complaints processing
Returns processing
Introduction

In this “unit” we will go through two scenarios dealing with

customer reclamation.

The first one focuses on the processing of credit memos if no

goods are sent back. It’s called : Complaints processing.

In the second one goods are returned and undergo a quality

evaluation in order to decide if the goods are returned to
unrestricted stock or blocked stock.
Introduction – Complaints processing
Introduction – Returns processing
Agenda

Introduction
Complaints processing
Returns processing
Complaints processing

What are the steps?

1. Quality notification creation

2. Credit Memo Request creation
3. Credit Memo Release for billing
4. Billing

But first of all you should have created a complete sales process :

Sales order ► Delivery ► Billing

Complaints processing - Prerequisite
Quality notification creation
With a notification for a customer complaint, you can describe and prioritize
problems, monitor the status, print archive documents, and trigger specific
processes in SAP ECC
SAP menu : Logistics → Quality Management → Quality Notification → Create
Transaction : QM01
Quality notification creation

In the right screen frame, the action box is displayed,

specifically tailored for notification type Q1 (customer
complaint). The action box contains follow-up
functions that help you process notification problems.
The follow-up functions are documented as an activity
or task for the notification header after execution. The
follow-up functions delivered in the standard system
are ready for use, except external output via fax or
mail. To use those functions you have to configure
SAPConnect and connect the SAP system with a fax
and mail server
Credit Memo creation
SAP Menu : Logistics → Sales and Distribution → Sales → Order → Create
Transaction : VA01
You can decide to create your credit memo request with or without reference to a
sales document (sales order or billing document)
Credit Memo creation (2)
In the credit memo creation you can use a standard material (it is
the case if you use the « Create with reference » function) or a
specific material (a « balance sheet material »).

Here we create a
full credit memo
Releasing credit memo to billing
The purpose of this activity it to make Customizing settings to ensure that manual
release of the order for billing is necessary. This is done to ensure that the entries are
correct.
SAP Menu : Logistics → Sales and Distribution → Sales → Information System
→ Worklists → Sales Document Blocked for Billing
Transaction : V23
Releasing credit memo to billing

On the SD Documents Blocked for

Billing screen, select the sales
document number, double-click this
line or choose Edit Sales Doc and
delete the billing block manually
within the sales document. Save the
sales document.
Billing
SAP Menu : Logistics → Sales and Distribution → Billing → Billing Document → Create
Transaction : VF01
Complete flow and integration
Agenda

Introduction
Complaints processing
Returns processing
Returns processing

What are the steps?

1. Creating Returns
2. Displaying Batch for Return
3. Creating Returns Delivery
4. Post Goods Receipt
5. Releasing Returns to Billing
6. Billing

But first of all you should have created a complete sales process :

Sales order ► Delivery ► Billing

Returns processing - Prerequisite
Return creation
SAP Menu : Logistics → Sales and distribution → Sales → Order → Create
Transaction : VA01
Return creation
Displaying batch for return
There is no automatic batch determination for products to be returned. Therefore, in a
delivery document, you must manually find the batch number of goods shipped to your
customer.
Returns delivery creation
The next step of the returns process is to create the returns delivery. During goods
receipt of the returns, an inspection lot is created automatically.
SAP Menu : Logistics → Sales and Distribution → Shipping and Transportation →
Outbound Delivery → Create → Single Document → With Reference to Sales Order
Alternative:
Logistics → Logistics Execution → Outbound Process → Goods Issue for Outbound
Delivery → Outbound Delivery → Create → Single Document → With Reference to
Sales Order
Transaction : VL01N
Result
A return delivery is saved in the system, and the returned goods are
posted into inventory as returns.
You can display the stock using transaction code MMBE. On the Stock
Overview screen, enter your material number and plant, then choose
Execute. On the next screen, double-click the total quantity line. A
dialog box appears showing stock types, including returns.
Result
Result
The material returned into this stock is not yet part of the company valuated stock.
There’s no accounting document created when the goods receipt is posted.
Releasing returns to billing
The purpose of this activity it to make Customizing settings to ensure that manual
release of the order for billing is necessary. This is done to ensure that the entries are
correct.
SAP Menu : Logistics → Sales and Distribution → Sales → Information System
→ Worklists → Sales Document Blocked for Billing
Transaction : V23
Releasing returns to billing

On the SD Documents Blocked for

Billing screen, select the sales
document number, double-click this
line or choose Edit Sales Doc and
delete the billing block manually
within the sales document. Save the
sales document.
Billing
SAP Menu : Logistics → Sales and Distribution → Billing → Billing Document → Create
Transaction : VF01
Complete flow and integration