Returns Processing in ERP 

Purpose

You can use this business process to record a return delivery. A return is the sales document used in complaints processing when a customer sends back goods.

Prerequisites

Return complaints generally refer to a sales orders, contracts or invoices.

Process Flow

The following business process runs in SAP R/3 Enterprise:

...

       1.      Create sales returns order

You can create a return:

¡        Without reference to an order

¡        With reference to an existing document, such as:

§         Sales orders

§         Contracts

§         Contract release orders

§         Invoices

       2.      Determine business partners

The system copies all business partners from the related document and enters the other partners through partner determination.

       3.      Create order items

You enter the products and quantities returned by the customer. The system uses the order quantity, not the delivered quantity, as the basis for the credit memo. If the customer is to receive replacement goods, you can enter a reason for rejecting the relevant items in the return.

       4.      Enter material batches

You enter the batch number of a material.

       5.      Determine prices and conditions

If you refer to a preceding document, the system copies all prices and conditions from the referenced document; otherwise, the system determines the prices and the value of individual items. You may, for example, be able to enter or change certain discounts within a specified range.

       6.      Determine and maintain texts

You use texts in master records and documents to support the exchange of information. You can change texts in a sales document.

       7.      Release sales returns order

If you set a billing block, for example, you have to release the sales returns order request by removing the block before you can create a credit memo.

       8.      Monitor return processing

The system lists sales order returns that you created within a certain time period and displays information about a sales document you are working on.

Result

If the returned goods have been sent to your warehouse, you create a returns delivery with reference to the return.

After you have released the return, you can create a credit memo with reference to the return.

If the customer has requested replacement materials, you can create a subsequent free-of-charge delivery based on the return.