Step 1: Create Sales Order Template

In step 1, you create a sales order template that contains transaction ID 5000ABC when saved. To create the sales order template, use the transaction type SALT, which is provided for this purpose. In this sales order template, enter all products (service parts) with their various quantities that you want to be exchanged for an object. The products and quantities used in the example are:

Release sales order template 5000ABC.

Step 2: Create Product Service Letter (PSL)

In step 2, you create a product service letter (PSL) that contains transaction ID 5000DEF when saved. To create the PSL, use the transaction type PSLS, which is provided for this purpose.

In the product service letter, enter all product IDs of the objects for which the service parts concerned should be exchanged. The objects used in the example are computers of type C whose product IDs are as follows:

In addition, you have to link to the sales order template in the PSL. To do so enter the template ID 5000ABC of the sales order template in the header area, in the header data group Processing Data.

Then release PSL 5000DEF.

Step 3: Create Service Recall Order

In step 3 you create the service recall order. In the input field Product Service Letter in the header area, enter the corresponding product service letter (transaction number: 5000DEF). If you have made all of the Customizing settings as described in Service Recall Processing: Exchange of Defective Products in the section Prerequisites, the Reference Objects assignment block is also available. In this assignment block, enter the product IDs of the objects for which you want to deliver service parts to the customer. In this example, these are the product IDs ComputerTypeC_01 and ComputerTypeC_03. When you confirm your entries, the system creates the order items of the service parts, with the required quantities for all objects entered. When you save the service recall order, the product service letter is updated, that is, the status of the objects ComputerTypeC_01 and ComputerTypeC_03 is set to Complete.

During service recall processing, the system ensures that your customer does not receive more products (service parts) than the quantities that were defined in the sales order template multiplied by the number of objects entered. In this example therefore, the quantities are doubled, since only two objects are to be exchanged for customer X.