Returns Authorization 

Purpose

You can use this process to create either a return material authorization (RMA) item or a scrapping authorization item for a released returns request item in a returns document, used part return document, or a complaint document.

Integration

This function is integrated with the Post Processing Framework in CRM.

To integrate the complete process, you will need the following components:

●     Customer Relationship Management (SAP CRM)

●     SAP ERP Central Component (SAP ECC)

Prerequisites

There is an existing document that includes a returns request item with status Released or Investigation.

Customizing SAP CRM

●     You have defined item categories, item category usage, and item category determination according to your needs in Customizing for SAP CRM by choosing Transactions ® Basic Settings ® Define Item Category Usage and Define Item Category Determination.

●     You have defined action profiles and the actions themselves, which you have also assigned to these profiles.

Creation of authorization items is triggered by an action. The standard system includes the following combination of action profiles and actions for returns:

Technical Name of Action Profile	Description of Action Profile	Technical Name of Action	Description of Action
RMA_ITEM	Returns authorization attachment	RETURN_ITEM_RMA	Returns authorization attachment

 

If the action profiles delivered by SAP do not meet your requirements, you can define your own actions. You can do so in Customizing for Customer Relationship Management by choosing Basic Functions ® Actions ® Actions in Transaction ® Change Actions and Conditions ® Define Action Profiles and Actions. Then define the schedule condition and start condition for each action definition by choosing Define Conditions.

Process Flow

Possible Authorization Items

For an approved returns request item in a returns document, used part returns document, or complaint document, one of the following authorization items is created either manually or automatically, depending on your Customizing settings:

●     Returns authorization (RMA) (item category RAIN)

●     Authorization for scrapping at customer site (item category SAIC)

Status of Subitems

Depending on the status of the main item, which is set by the automatic execution of business rules, the process is as follows:

●     Status Released

The Post Processing Framework starts an action that automatically creates the authorization item and immediately releases it.

●     Status Investigation

The Post Processing Framework starts an action that automatically creates the authorization item with an initial status of Open.

You can manually change the quantity and status. You can also cancel the authorization item that was created automatically (status: Cancelled) and use an action to manually create and release a new authorization item.

Determining Item Categories of Subitems

For each product and sales area, you use the indicator for controlling the logistics process in returns to indicate whether the product should be returned or scrapped. The system determines this indicator for the returns request item and copies it into the process indicator field. You can also change it, if necessary.

Using an action that automatically creates the returns authorization (RETURN_ITEM), and depending on the process indicator, the system determines one of the following item category usages:

●     RETR      Returns authorization

●     SCRP      Scrapping

Automatic determination of item category usage is dependent on Customizing and controls determination of the subitem for the returns request item. Depending on the item category usage, either a subitem of category returns authorization or a subitem of category scrapping authorization is created.

Returns Authorization

If the item category usage is RETR, the following process is triggered:

...

●     A returns authorization item that contains the data for the physical return is created for the returns request item.

The number of the return or complaint, together with the number of the subitem, results in the unique returns material authorization (RMA) number.

The order quantity of the returns authorization item is determined as follows:

The system copies the approved quantity from the returns request item into the Quantity field of the returns authorization item. This quantity is the order quantity, which you can change if necessary.

Within a complaint with reference to a billing document, if the returns authorization item has an invoice correction, an invoice correction request item is also created as a subitem for the returns authorization item.

For more information, see Actions for Complaints Items Without Returns.

●     After releasing the returns authorization item and saving the document in SAP CRM, the returns authorization item is replicated to SAP ERP Central Component (SAP ECC) for the purpose of logistics processing. For more information, see Data Exchange for Complaints: CRM Enterprise – SAP ECC.

Scrapping Authorization

If the item category usage is SCRP, a subitem with type authorization for scrapping at customer site (category: SAIC) is created. This means that the customer does not return the part; instead, the customer scraps it.

The system copies the authorized quantity from the returns request item into the order quantity of the scrapping authorization item. You can change this quantity, if necessary.

The system uses the assigned business partner (Scrapper Responsible) to control who should create the scrapping confirmation. In other words, this determines who is responsible for doing the scrapping (customer or you).