When you create a return based on a complaint, you:
– Without reference to an order
– With reference to an existing order
Here you enter which order the complaint refers to.
– With reference to an invoice
Here you enter which invoice the complaint refers to.
You can block the return in Customizing, so it is not invoiced. Go to Sales® Sales Documents ® Sales document header ® Define sales document type in the billing block field in the billing section.
You should bear in mind the following:
The order quantity rather than the delivered quantity is used as the basis for the credit memo. If the customer returns only some of the goods and disposes of the remaining goods himself, you can still create a credit memo for the full amount. On the other hand, you can create a partial credit memo for certain items even if the customer returns the entire quantity. To do this, the quantity to be ordered in the return has to be reduced to the quantity to be credited.
If the customer is to receive replacement goods, do not create a credit memo. You can enter a reason for rejection for the appropriate items in the return. You then create a free of charge subsequent delivery with reference to the return in order to send the replacement goods to the customer. For more detailed information on the free of charge subsequent delivery, see
The following graphic displays the document flow for creating a return. The broken lines show that the return does not have to refer to a preceding document:
After you have approved the complaint, you can create a credit memo with reference to the return.
If the customer asks for replacement materials, you can create a free of charge subsequent delivery based on the return.