Create Returns Order - Basic Processing 

Purpose

You create a returns order to trigger the customer returns process in SAP ERP.

Prerequisites

The Customer Returns business process is related to sales business processes. Therefore, you usually create returns orders with reference to a preceding sales order or the corresponding billing document (invoice).

Process Flow

A returns order is a sales document with an order type that represents a return. You therefore create a returns order in same way as any other sales document, for example, a sales order. The following process flow describes the most important steps.

To enter a returns order in SAP ERP, you proceed as follows:

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       1.      Create returns order

You can create the returns order with reference to a preceding sales order or billing document (invoice) or without any reference. On the SAP Easy Access screen, choose Logistics  ®  Sales and Distribution  ®  Sales  ®  Order  ®  Create (VA01).

You can set a delivery block, for example, to check whether or not the customer is eligible to return the materials before you continue with further processing. You can have the system enter a default value for the delivery block in the returns order type by making the appropriate Customizing setting. In Customizing for Sales, choose Sales Documents ® Sales Document Header ® Define Sales Document Types.

You can set a billing block to defer the creation of the credit memo until you have received and checked the materials. You can have the system enter a default value for the billing block in the returns order item category by making the appropriate Customizing setting. In Customizing for Sales, choose Sales Documents ® Sales Document Item ® Define Item Categories.

You can configure rules for incomplete returns orders by making the appropriate Customizing settings. In Customizing for Sales and Distribution, choose Basic Functions ® Log of Incomplete Items, and then carry out the Customizing activities beneath. You can save incomplete returns orders and complete them later. To find incomplete returns orders, you can use a special worklist (see below).

For more information about creating sales documents, see SAP Library under SAP ERP Central Component ® Logistics ® Sales and Distribution ® Sales ® Working with Sales Documents.

       2.      Enter business partners

You enter the sold-to party if you create the returns order without reference. When you create the returns order with reference, the system copies all business partners from the referenced document. In both cases, the system enters other partners through partner determination.

For more information about partner determination, see SAP Library under SAP ERP Central Component ® Logistics ® Sales and Distribution ® Basic Functions and Master Data in SD Processing (SD-BF) ® Basic Functions in SD ® Partner Determination in Sales and Distribution (SD-BF-PD).

       3.      Enter order items

You enter the products returned by the customer and the corresponding quantities.

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 reference an existing document, the system copies all prices and conditions from the referenced document according to copy rules. Otherwise, the system determines the prices and the value of individual items according to the usual pricing for sales documents. You may, for example, be able to enter or change certain discounts within a specified range.

For more information about pricing, SAP Library under SAP ERP Central Component ® Logistics ® Sales and Distribution ® Pricing and Conditions (SD-BF-PR).

       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.

For more information, see SAP Library under SAP ERP Central Component ® Logistics ® Sales and Distribution ® Basic Functions and Master Data in SD Processing (SD-BF) ® Basic Functions in SD ® Texts in Sales and Distribution.

Incomplete Returns Orders and Returns Orders with Delivery Block

To find incomplete returns orders, you proceed as follows:

On the SAP Easy Access screen, choose Logistics  ®  Sales and Distribution ® Sales ®  Information System ®  Orders ® Incomplete Orders (V.02) or Logistics ®  Sales and Distribution ®  Sales ®  Information System ®  Worklists ®  Incomplete SD Documents (V.00). Enter the required selection criteria and execute the selection.

You can also change a returns order directly to complete missing data. On the SAP Easy Access screen, choose Logistics ® Sales and Distribution ® Sales ® Order ® Change (VA02).

To find returns orders with a delivery block, proceed as follows:

On the SAP Easy Access screen, choose Logistics ® Sales and Distribution ® Sales ® Information System ® Worklists ® Sales Documents Blocked for Delivery (VA14L).

Result

You have created a returns order to start a customer returns process. The returns order is the basis for both processing the physical return of materials and determining the customer’s refund.