Customizing for Returns 

Use

The settings that are particular to returns that you must make in Customizing as well as the existing settings in the standard system are described below.

Activities

Define Transaction Types and Item Categories

Define transaction types and item categories in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Transactions ® Basic Settings ® Define Transaction Types and Define Item Categories.

The following transaction types and item categories are available in the standard system:

Transaction Type	Description	Item Category for Main Item	Description
CRMR	Return	CRMR	Return
UUPR	Returns for new parts/remanufactured parts	UUSU	Surplus returns
		UURC	Recall returns
		UURP	Rapid returns
UPRR	Used part returns	UPRE	Returns request for used parts
RTTC	Returns sent back to customer	RTTC	Delivery to customer
RTTR	Returns to remanufacturer	RTTR	Delivery to remanufacturer

Create your own transaction types and item categories according to your needs. Use generic transaction type UUPR (Returns for new parts/remanufactured parts) as a template to create new transaction types for recall returns, rapid returns, and surplus returns.

The following item categories are available in the standard system as possible subitems for the main item categories:

Subitem Type	Description
L2N	Debit memo request
G2N	Credit memo request
TANN	Free-of-charge substitute delivery
RAIN	Returns authorization (RMA) for new and used parts
RAIS	Returns authorization for vendors (TPOP)
SAIC	Authorization for scrapping at customer
RASC	Scrapping in plant (RMA)

If you want to create your own item categories, use these item categories in the standard system as templates, since they already contain all the necessary settings. To check the settings, choose Customizing Item for business transaction type Complaint. For more information, see the field help (F1) for the individual fields.

Item categories RAIN, RAIS, SAIC, and RASC are generic item categories that can be used for returns for complaints with reference to billing documents. Therefore, it is best to create copies of these item categories.

Subitems can also have subitems. For more information, see Returns Authorization.

Define Item Category Usage

You can make the settings for item category usage in Customizing by choosing Customer Relationship Management ® Transactions ® Basic Settings ® Define Item Categories Usages.

Those item category usages that are available in the standard system include:

●     Debit memo correction            DBIC

●     Returns request                      RERQ

●     Returns authorization              RETR

●     Return delivery vendor             RETS

●     Debit memo                           DEB

●     Scrapping                              SCRP

●     Credit memo                          CRED

Define Item Category Determination

Use item category determination to assign main items and subitems to one another in Customizing for SAP CRM by choosing Transactions ® Basic Settings ® Define Item Category Determination.

Since these assignments are dependent upon your business processes, there are no settings in the standard system.

Copying Data into a Follow-Up Document

●     Defining copying control

If you want to create a return with reference to product service letters, service transactions, or sales transactions, you must indicate this preference in Customizing for Customer Relationship Management by choosing Transactions ® Basic Settings ® Copying Control for Business Transactions ® Define Copying Control for Transaction Types and Define Copying Control for Item Categories.

This setting is already made in the standard system for transaction type CRMR.

For more information, see Copying Business Transactions.

●     Assigning business object types for document referencing to transaction types

If you want to create a return with reference to a marketing campaign or product service letter, assign business object types and transaction types to one another in Customizing for Customer Relationship Management by choosing Transactions ® Settings for Complaints ® Integration ® Business Add-Ins for Document Referencing ® Assign Business Object Types to Transaction Types.

Use business object type MCE for marketing campaigns and PSL for recall returns. The business object types serve as filter values.

The corresponding implementations are in Customizing for Customer Relationship Management under Transactions ® Settings for Complaints ® Integration ® Business Add-Ins for Document Referencing ® Business Add-In: Create Complaints with Reference to External Document.

Define Action Profiles and Assigned Actions

Define actions and action profiles 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.

The following actions and action profiles are available in the standard system:

Technical Name of Action Profile	Description of Action Profile	Technical Name of Action	Description of Action	Usage for Transaction Type or Item Category
COMPLAINT	SAP Standard Customer Complaint	ANGEBOTSDRUCK	Print Offer	For transaction type CRMR
		TASK	Create Task
RETURN_ITEM	Customer Return Item	CREDIT_RET	Credit Memo	For item category CRMR
		DEBIT_RET	Debit Memo
		SUBST_DEL_RET	Substitute Delivery
		TASK_ITEM_RET	Create Task
CLAIM_RETURN	Claims/Returns Header	RTTC_RELEASE	Release RTTC	For transaction types UUPR, UPRR
RMA_ITEM	Creation of Returns Authorization	RETURN_ITEM_RMA	Automatic Returns Approval	For item categories UURC, UURP, UUSU, UPRE

 

Define Buttons for Actions

You can define labels and symbols for the buttons that you want to use in your returns document. To do so, in Customizing for Customer Relationship Management chooseTransactions ® Settings for Complaints ® Define Pushbuttons for Actions.

For more information on actions, see Actions in CRM Enterprise.

Assign Action Profile to Transaction Type and Item Category

Assign the respective action profile and other data to the transaction types and the item categories according to the table below. You can do so in Customizing for Customer Relationship Management by choosing Basic Functions ® Actions ® Actions in Transaction ® Assign Action Profile to the Business Transaction Type and Assign Action Profile to the Item Category.

Transaction Type	Description	Partner Determination Procedure	Org. Data Profile	Date Profile	Action Profile
CRMR	Return	00000017	000000000012	BILLING	COMPLAINT
Copy of UUPR	Recall returns	00000098	000000000099	RET_HEADER01	CLAIM_RETURN
Copy of UUPR	Rapid returns	00000099	000000000099	RET_HEADER01	CLAIM_RETURN
Copy of UUPR	Surplus return	00000098	000000000099	RET_HEADER02	CLAIM_RETURN
UPRR	Used part returns	00000098	000000000099	RET_HEADER01	CLAIM_RETURN

 

Item Category	Description	Partner Determination Procedure	Org. Data Profile	Date Profile	Action Profile
CRMR	Return	10000001	000000000007	BILLING	RETURN_ITEM
Copy of RAIN	Returns authorization (RMA) for new and used parts	RAIN_ITM	000000000007	RETURN_INTER
Copy of RAIS	Returns authorization for vendors (TPOP)	RAIS_ITM	000000000007
Copy of SAIC	Authorization for scrapping at customer	SCRAP001	000000000007	RETURN_INTER
Copy of RASC	Scrapping in plant (RMA)	RAIN_ITM
L2N	Debit memo request	10000001	000000000007	BILLING
UURC	Recall returns	RETURNI	000000000007		RMA_ITEM
UURP	Rapid returns	RETURNI	000000000007		RMA_ITEM
UUSU	Surplus returns	RETURNI	000000000007		RMA_ITEM
UPRE	Returns request for used parts	10000098	000000000007		RMA_ITEM
RTTC	Delivery to customer	RTTC0002	RTTC00000001
RTTR	Delivery to remanufacturer	RTTR0002	000000000007

 

Data Exchange for Returns Between SAP CRM and SAP EC

For more information about prerequisites for the data exchange between SAP CRM and SAP ERP Central Component (SAP ECC), see Data Exchange for Complaints: CRM Enterprise – SAP ECC.