Technical Name of Business Function |
|
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 |
|
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)
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/erp .
You have installed the following components as of the version mentioned:
Type of Component |
Component |
Is Needed Only for the Following Features |
---|---|---|
Software Component |
|
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 .
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
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
.
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
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.
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.