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 Advanced Returns Management

 

Technical Data

Technical Name of Business Function

CRM_COMPL_ARM_1

Type of Business Function

Enterprise Business Function

Available As Of

SAP enhancement package 2 for SAP CRM 7.0

Technical Usage

CRM core (BBPCRM)

Application Component

Service Complaint (CRM-BTX-COM)

Required Business Function

Not relevant

With this business function, you can use the functions of the ERP business function Advanced Returns Management 2. This means that you can use all logistical follow-up processes in SAP ERP.

The following components are involved in the integrated process flows:

  • SAP Enterprise Resource Planning (SAP ERP)

  • SAP Customer Relationship Management (SAP CRM)

  • Optional: Extended Warehouse Management (EWM) of system SAP Supply Chain Management (SAP SCM)

Integration

The features of this business function can be used completely in conjunction with an integrated SAP ERP 6.0 EHP 6 system, by activating the business function Advanced Returns Management 2 (OPS_ADVRETURNS_2). This business function is available to you as of SAP enhancement package 6 for SAP ERP 6.0 (SAP_APPL 606).

For more information about business function Advanced Returns Management 2, see SAP Library for SAP ERP on SAP Help Portal under http://help.sap.com/erpInformation published on SAP site Start of the navigation path SAP ERP Enhancement Packages Next navigation step Business Functions (SAP Enhancement Package 6 for SAP ERP 6.0) Next navigation step Business Functions in SAP ERP Next navigation step Enterprise Business Functions Next navigation step Logistics Next navigation step Logistics - General Next navigation step Advanced Returns Management 2 End of the navigation path.

Prerequisites

  • You have installed the following components as of the version mentioned:

    Type of Component

    Component

    Is Needed Only for the Following Features

    Software Component

    BBPCRM 702

  • In addition, the following prerequisites must be fulfilled to use this business function:

    You have made the settings in Customizing for Customer Relationship Management under Start of the navigation path Transactions Next navigation step Settings for Complaints Next navigation step Integration Next navigation step Logistics Integration Next navigation step Advanced Returns Management End of the navigation path.

Features

Creating a Complaint That Is Relevant for Advanced Returns Management in SAP ERP

You can create a complaint that is relevant for Advanced Returns Management in SAP ERP, as follows:

  • With reference to an ERP sales order or an ERP billing document

  • From an ERP sales order, as a follow-up transaction

  • Without a reference

Creating a Returns Order in the ERP System from a Return Request Item

From a return request item that is relevant for advanced returns, a returns order is automatically created in the ERP system once you change the system status to Released.

ERP Follow-Up Transactions in the Transaction History

After creating the ERP returns order, you see the following corresponding ERP transactions in the Transaction History of the complaint:

  • ERP reference transaction

  • Return (description in the ERP system: returns order)

  • Outbound delivery (this is the delivery for the ERP returns order)

  • Goods movement (this is the ERP goods receipt for the ERP delivery)

  • Credit memo request

  • Customer individual billing document (description in the ERP system: credit memo)

  • Inspection outcome

New Assignment Blocks

The following new assignment blocks are available for a complaint item or a return request item that is relevant for advanced returns according to the new Customizing:

  • Advanced Returns Management (available for both item object types)

  • ERP Returns Overview (available for the return request item object type)

For more information, see Complaint with Integration in SAP ERP Advanced Returns Management.

Example

Using the integrated business functions you can, for example, address the following use case:

For a particular product, ten parts were sent to a customer, and 5 of them are defective. The customer calls the dealer, who creates a complaint with a return request in SAP CRM, with reference to the corresponding ERP invoice or ERP order. The customer decides whether he or she wants a substitute delivery or a credit memo, and then sends back the defective parts.