Advanced Returns Scenario: Materials Still Unknown 

Purpose

In this scenario, the customer contacts his local branch or distribution center and informs the internal sales representative that he wants to return goods, but it is not clear what goods are being returned and in what quantity. The sales representative creates a returns order to initiate the return of materials to one of the company’s locations.

Prerequisites

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

Process Flow

For the returns scenario with an inspection at the customer site the following business process runs in SAP ERP.

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       1.      Create returns order

You create a returns order in this scenario as described in Create Returns Order – Advanced Returns Management.

You create a returns order item by specifying an item category that represents a text position and then selecting Delivery into Plant - Materials Still Unknown as the follow-up activity. You also enter any other returns information available to you, for example, the returns reason.

       2.      Create returns delivery

When you save the returns order, the system creates a returns delivery for the returns order.

       3.      Change returns order

Once the shipment of returned goods arrives, you can identify the materials and the corresponding quantities. You change the original returns order and enter new items as described in Advanced Returns Scenario: Materials Received.

You can also create a new returns order for the received materials.

       4.      Monitor customer returns

After you have saved the returns order, the Returns Overview detail tree displays the following documents or returns steps for a returns order item of this scenario.

Customer return of unspecified material node with processing status Process complete

○       Returns Order with processing status Document complete

○       Returns Delivery with processing status Document complete

This means that in the Returns Overview, the customer returns process is displayed as complete although in reality the process will be continued when materials arrive at a company’s location.