Complaints and Returns 

Use

In the returns process, you can manage the return of unused or damaged parts from customers to your warehouse.

Integration

The returns process involves the following systems:

●     SAP CRM, the leading system in this business process, does the following:

○     Handles the returns requests and authorizations

○     Collects the information about intermediate locations and about the inspection outcome of the returned goods

○     Is responsible for the complete billing process

●     SAP EWM models the physical steps of the returns process, including the capturing of the inspection outcome and the goods receipt

●     SAP ECC is mainly used for the information interchange between SAP EWM and SAP CRM

Inventory management with an interface to financials is also located in SAP ECC.

●     SAP APO is involved in the returns process through the inventory postings

●     SAP ICH provides a Web interface to display and maintain advance shipping notification (ASN) data for returns deliveries

Features

The returns process offers the following functions:

●     Returns authorization

SAP CRM creates a returns authorization that is based on a returns request from the customer. If this request is approved, a returns authorization is created. Each returned item is identified by a returns material authorization (RMA) number, which helps you track the item during the returns process.

●     Route determination

The target location is determined by SAP CRM.

●     Billing

The customer receives a credit based on the value of the returned goods.

Activities

An important part of the returns process is the physical returns process, which comprises the following:

●     Confirmation of the approved returns by the customer

●     Goods receipt and quality inspection in the warehouse or through the consolidator portal

During this part of the process, SAP ECC serves as the communication system in the background and dispatches the messages between SAP CRM, the portal for the customer (dealer portal) and SAP EWM.

The following graphic illustrates how the complaints and returns process works: