Processing with Parts to be Returned

Purpose

You use this process if you do not want to process warranty claims until the claimant has returned specific faulty parts to you or to the reimburser to be checked. In this way you can, for example, discover why a particular part is always defective and thus ultimately improve your quality assurance processes.

Prerequisites

  • For prerequisites, see: Processing With Postcrediting/Precrediting

  • You have defined the parts that should be returned in the material master record by selecting the Product Attribute 9 and/or Product Attribute 10 fields on the tab page Sales Organization 2 . Product Attribute 9 indicates the duty of the claimant to return the parts to the claim processor, Product Attribute 10 indicates the duty of the processor to the reimburser.

    Note Note

    You can use BAdI WTY_CREATE_COPY to save your own flexible programming for defining the duty to return parts, for example, for linking this duty to the claim type or partner and not to the material or for setting the indicator on customer-specific fields in the material master.

    End of the note.

  • You have entered a deadline by which parts have to be returned in Customizing for Warranty Claim Processing under General Settings . This deadline is valid globally for the entire warranty claim processing.

  • You have defined the possible statuses for parts to be returned in Customizing for Warranty Claim Processing under Start of the navigation path Warranty Claim Next navigation step Warranty Claim Items Next navigation step Define Status for Parts to be Returned End of the navigation path .

Process Flow

Part process 1: the claimant returns parts to you, the claim processor

  1. The claimant sends a warranty claim with a part that has been defined in your system as a part to be returned ( Status Return Parts Claimant: To be returned ).

  2. The claimant receives an automatic message from you (via output/message determination) to the effect that he/she has to return this part within a specific time period. This message allows the claimant to print a barcode with claim number and item number as a reference.

    When the claimant accesses the data via the Web user interface, all the claims with the status Pending are displayed. An action checks the field Status Return Parts Claimant and, if necessary, creates a version to the claimant with the status Pending from the version from the claimant. The claimant then sees this status in the Web interface.

  3. Automatic processing checks at regular intervals whether the part has already been finally delivered and interrupts the automatic processing (action A090 Check for Parts that have to be Returned , processing status: Pending ). Furthermore, it checks whether the return deadline has been adhered to (action A091 Return Period Check for Parts ). If the part does not arrive within the period of time specified by the deadline, the claim is transferred to manual processing.

  4. The claimant sticks the barcode on the part to be returned and sends it back.

  5. The barcode is scanned ( transaction WTYRP ). The Status Return Parts Claimant field (field for the status of parts) in the warranty claim is then set to Parts partly returned or Final delivery .

    Note Note

    No goods receipt is posted in transaction WTYRP. A quantity cannot be entered. You can also link in material postings or similar in BAdI WTY_RETURN_PARTS.

    End of the note.

  6. You check the defective part (quality notification). If the check confirms that the part really is defective, you set the Status Return Parts Claimant to Closed .

  7. The warranty claim is automatically processed further.

Part process 2: as claim processor or claimant, you return parts to the reimburser

This part process is not implemented. You can carry out the part process manually by defining the parts in the field Status Return Parts Reimburser as received or you can program an appropriate action for automatic processing.