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©© 2013 SAP AG. All rights reserved. Customer Return Management Scenario Overview Scenario Explorer Open Legend Scenario Description The following business.

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Presentation on theme: "©© 2013 SAP AG. All rights reserved. Customer Return Management Scenario Overview Scenario Explorer Open Legend Scenario Description The following business."— Presentation transcript:

1 ©© 2013 SAP AG. All rights reserved. Customer Return Management Scenario Overview Scenario Explorer Open Legend Scenario Description The following business roles are involved in this scenario: The Customer Return Management business scenario enables you to process the inbound delivery of physical goods returned by a customer for a replacement, a credit for the returned goods or for repair. There are also functions for: Collaboration between warehouse and sales or customer service The return processing includes late updates of inbound deliveries, as well as transferring notes and attachments from warehouse to the return documents. Outbound delivery in case of returns received for repair at own service center. Open Legend Return confirmation to customer The form-based confirmation to a customer in order to inform a customer about goods receipt, references, and contacts. Creating and approval for credit memo The creation of a credit memo and the option to introduce an approval process with thresholds. Pricing The restocking and quality loss fee as pricing conditions help to level or refine the amount for compensation. Warehouse Operator Sales Representative Accounts Receivable Accountant Processing Inspections Processing Inbound Delivery Notifications Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Order-to-Cash (Third-Party Order Processing – Material) Over-the-Counter Sales Service and Repair Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Order-to-Cash (Third-Party Order Processing – Material) Over-the-Counter Sales Service and Repair Service Planner/ Dispatcher Click process chevrons for details Processing Inbound Deliveries Processing Customer Return Creating Customer Credit Memo Processing Receivables and Payments Scenario/Processes Business Value Scenario Flow + Further Information

2 ©© 2013 SAP AG. All rights reserved. Customer Return Management Scenario Overview Scenario Explorer Scenario Description The following business roles are involved in this scenario: Click process chevrons for details The Customer Return Management business scenario enables you to process the inbound delivery of physical goods returned by a customer for a replacement, a credit for the returned goods or for repair. There are also functions for: Collaboration between warehouse and sales or customer service The return processing includes late updates of inbound deliveries, as well as transferring notes and attachments from warehouse to the return documents. Outbound delivery in case of returns received for repair at own service center. Return confirmation to customer The form-based confirmation to a customer in order to inform a customer about goods receipt, references, and contacts. Creating and approval for credit memo The creation of a credit memo and the option to introduce an approval process with thresholds. Pricing The restocking and quality loss fee as pricing conditions help to level or refine the amount for compensation. Warehouse Operator Sales Representative Accounts Receivable Accountant Open Legend Legend Process mainly driven by the user Process mainly driven by the system Manual process not supported by the system Process that communicates with third- party software (mouse-over for details) Process with relevance to Financials Related scenario Info button with more information Close Legend i Service Planner/ Dispatcher Processing Inspections Processing Inbound Delivery Notifications Processing Inbound Deliveries Processing Customer Return Creating Customer Credit Memo Processing Receivables and Payments Scenario/Processes Business Value Scenario Flow Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Order-to-Cash (Third-Party Order Processing – Material) Over-the-Counter Sales Service and Repair Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Order-to-Cash (Third-Party Order Processing – Material) Over-the-Counter Sales Service and Repair + Further Information

3 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Customer Return Management Process Details: Processing Inbound Delivery Notifications Scenario Explorer Scenario Description Click process chevrons for details Processing Inbound Delivery Notifications - Customer Return Notifications Create a Customer Return Notification i X The Processing Inbound Delivery Notifications process comprises the creation and use of inbound delivery notifications (IDNs). An IDN represents a delivery coming from outside. An IDN can either be an ASN (advanced shipping notification) or a printed delivery note accompanying the physical goods. An IDN of delivery type Customer Return usually precedes a standard customer sales process, over-the-counter sales process, or a third-party order process. However, it is optional for the customer returns created for repair. Creating an IDN is mandatory for customer returns, parts returns, and stock transfers and optional for the supplier deliveries. Based on an IDN, the inbound processing can always be done. You can process inbound deliveries with inbound delivery notifications with or without task support from the system. Additionally, as a follow-up activity in a third-party order process, a Return to Supplier document can be triggered. In a service process, the Repair at Own Service Center activity triggers a customer return for goods to be serviced. Further Information In the Work Center Inbound Logistics Performed by Warehouse Manager Processing Receivables and Payments Processing Inspections Processing Customer Return Processing Inbound Deliveries Creating Customer Credit Memo Business Value Scenario Flow + Further Information Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Order-to-Cash (Third-Party Order Processing – Material) Over-the-Counter Sales Service and Repair

4 ©© 2013 SAP AG. All rights reserved. Customer Return Management Process Details: Processing Inbound Deliveries Scenario Explorer Process Description Click process chevrons for details Processing Inspections Processing Inbound Delivery Notifications X Processing Inbound Deliveries - Based on ASN with Task Control Check and finalize an inbound delivery Accept a deviation - inbound Confirm a warehouse task - inbound Create a warehouse task - inbound Create a warehouse request - inbound X iiiii The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to own stock or to an externally-owned stock (for third-party customer returns and for returns to repair goods). You can use the following inbound delivery types: supplier delivery, customer return (for standard sales, third-party sales orders and repair goods), (spare) parts return, and stock transfer. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. You can process your inbound deliveries based on an inbound delivery notification and with or without task support from the system. Based on your logistics model settings, a quality inspection can be created automatically, except for customer returns which were posted to externally-owned stock, for example, in a third-party order process. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock). Click here Click here to display process variants Processing Receivables and Payments Processing Customer Return Creating Customer Credit Memo Further Information Performed by Warehouse Operator Scenario/Processes Business Value Scenario Flow See also Inbound Delivery Processing + Further Information Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Order-to-Cash (Third-Party Order Processing – Material) Over-the-Counter Sales Service and Repair In the Work Center Inbound Logistics

5 ©© 2013 SAP AG. All rights reserved. Customer Return Management Process Details: Processing Inbound Deliveries Scenario Explorer Process Description Click process chevrons for details Processing Inspections Processing Inbound Delivery Notifications X Processing Inbound Deliveries - Based on ASN with Task Control Check and finalize an inbound delivery Accept a deviation - inbound Confirm a warehouse task - inbound Create a warehouse task - inbound Create a warehouse request - inbound X iiiii The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to own stock or to an externally-owned stock (for third-party customer returns and for returns to repair goods). You can use the following inbound delivery types: supplier delivery, customer return (for standard sales, third-party sales orders and repair goods), (spare) parts return, and stock transfer. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. You can process your inbound deliveries based on an inbound delivery notification and with or without task support from the system. Based on your logistics model settings, a quality inspection can be created automatically, except for customer returns which were posted to externally-owned stock, for example, in a third-party order process. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock). Click here Click here to hide process variants Processing Receivables and Payments Processing Customer Return Creating Customer Credit Memo Processing Inbound Delivery - Based on ASN without Task Control Processing Inbound Delivery for Externally-Managed Location i i Further Information Performed by Warehouse Operator Scenario/Processes Business Value Scenario Flow + Further Information Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Order-to-Cash (Third-Party Order Processing – Material) Over-the-Counter Sales Service and Repair See also Inbound Delivery Processing In the Work Center Inbound Logistics

6 ©© 2013 SAP AG. All rights reserved. Customer Return Management Process Details: Processing Inspections Scenario Explorer Process Description Click process chevrons for details Processing Inspections Decide about quality Record inspection results Inspect samples iii The Processing Inspections business process allows you to process, monitor, and analyze inspections of products : Inspections at goods receipt Receiving inspections for supplier deliveries, first articles, customer returns, and stock transfers Inspections in production In-process control and final inspections for production Inspections in shipping Final inspections for customer shipments As part of this process, you inspect the samples taken for inspection, record results, make a decision about the quality of the inspected goods, and, if necessary, trigger corrective or preventive actions. Planned inspections are triggered automatically, in a suitable logistics or production model. This is an exception for customer returns which were posted to externally-owned stock, for example, in a third-party order process. Unplanned inspections are triggered manually by the user. Processing Receivables and Payments Processing Customer Return Processing Inbound Deliveries Processing Inbound Delivery Notifications Creating Customer Credit Memo X Further Information In the Work Center Quality Control Performed by Inspector Quality Engineer Quality Manager Scenario/Processes Business Value Scenario Flow See also Inbound Delivery Processing + Further Information

7 ©© 2013 SAP AG. All rights reserved. Processing Inspections Customer Return Management Process Details: Processing Customer Return Scenario Explorer Process Description Click process chevrons for details X Processing Customer Return - with Credit Memo Trigger follow-up with sales order (optional) Release customer return with credit memo Check and adjust the customer return Send return confirmation form to customer Check and ensure consistence of customer return X iiiii Click hereClick here to display process variants The Processing Customer Return business process enables you to handle customer returns. Normally the process starts when ordered and shipped products are returned unexpectedly by the customer. After the inbound delivery is completed, you recognize a new return and initiate a confirmation form to be sent to the customer to inform him or her about the goods receipt. At this point, you can check the content of the return, such as picked quantity, notes, and return references. A return process in a third-party order processing context, is indicated by the type Return to Supplier and by assigning the supplier, supplier notification, purchase order and a current externally-owned stock quantity. A return process in a service context, is indicated by the type Repair at Own Service Center, and by assigning the current externally-owned stock quantity, along with an option to request an outbound delivery. In sales related scenarios, you can add an internal note or some information for the customer to be printed on the credit memo and also adjust pricing relevant parameters, for example, quantity to be invoiced, restocking fee, quality loss fee, and freight. Finally, you have to request a credit memo or trigger compensation delivery. Further Information In the Work Center Sales Orders Scenario/Processes Performed by Sales Representative Business Value Scenario Flow See also Receipts and Returns Quick Guide + Further Information Processing Inbound Deliveries Processing Inbound Delivery Notifications Processing Receivables and Payments Creating Customer Credit Memo

8 ©© 2013 SAP AG. All rights reserved. Processing Inspections Customer Return Management Process Details: Processing Customer Return Scenario Explorer Process Description Click process chevrons for details X Processing Customer Return - with Credit Memo Trigger follow-up with sales order (optional) Release customer return with credit memo Check and adjust the customer return Send return confirmation form to customer Check and ensure consistence of customer return X iiiii Click hereClick here to hide process variants The Processing Customer Return business process enables you to handle customer returns. Normally the process starts when ordered and shipped products are returned unexpectedly by the customer. After the inbound delivery is completed, you recognize a new return and initiate a confirmation form to be sent to the customer to inform him or her about the goods receipt. At this point, you can check the content of the return, such as picked quantity, notes, and return references. A return process in a third-party order processing context, is indicated by the type Return to Supplier and by assigning the supplier, supplier notification, purchase order and a current externally-owned stock quantity. A return process in a service context, is indicated by the type Repair at Own Service Center, and by assigning the current externally-owned stock quantity, along with an option to request an outbound delivery. In sales related scenarios, you can add an internal note or some information for the customer to be printed on the credit memo and also adjust pricing relevant parameters, for example, quantity to be invoiced, restocking fee, quality loss fee, and freight. Finally, you have to request a credit memo or trigger compensation delivery. Processing Inbound Deliveries Processing Inbound Delivery Notifications Processing Receivables and Payments Creating Customer Credit Memo Processing Customer Return - with Outbound Delivery Processing Customer Return - without Credit Memo i Further Information In the Work Center Sales Orders Performed by Sales Representative Scenario/Processes Business Value Scenario Flow See also Create an Invoice or Credit Memo with Reference to Preceding Documents + Further Information

9 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Customer Return Management Process Details: Creating Customer Credit Memo Scenario Explorer Process Description Click process chevrons for details X X Creating Customer Credit Memo Release the credit memo Transfer invoice requests into a credit memo i i X The Creating Customer Credit Memo business process enables you to create and handle credit memos. After you perform a goods return, the system automatically creates invoice requests that you must transfer to a credit memo sent to the customer. The credit memo is also passed to cash flow management in order to trigger the related payment, for example by check, bank transfer, or credit card. This transfer can be done using an invoice run, or manually. It is possible to combine several invoice requests into one credit memo or split them into several credit memos. You can also create a credit memo manually. Processing Inspections Processing Customer Return Processing Receivables and Payments Further Information In the Work Center Customer Invoicing Performed by Accounts Receivable Accountant Business Value Scenario Flow + Further Information Processing Inbound Deliveries Processing Inbound Delivery Notifications See also Create an Invoice or Credit Memo with Reference to Preceding Documents

10 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Customer Return Management Process Details: Processing Receivables and Payments with Accounts Maintenance - Standard Scenario Explorer Click process chevrons for details X X Processing Receivables and Payments with Accounts Maintenance - Standard Clear open items and differences i X The Processing Receivables and Payments with Accounts Maintenance - Standard business process enables you to monitor customer accounts on a regular basis. You can clear any remaining open items and write off small differences manually. Creating Customer Credit Memo Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Further Information In the Work Center Receivables Payment Management Cash & Liquidity Management Performed by Accounts Receivable Accountant Business Value Scenario Flow See also Quick Guide for Payment Allocation + Further Information Processing Inspections Processing Customer Return Processing Inbound Deliveries Processing Inbound Delivery Notifications Process Description

11 ©© 2013 SAP AG. All rights reserved. SettleInitiate Receive Customer Return Delivery Create Customer Return Notification Release Proposal for Payment Manage Payment Based on Credit Memo Post to Ledger Customer Return Management Business Value Scenario Explorer Overview Key Benefits Manage Initiate Inbound Processing Post Goods Receipt With or Without Tasks This scenario streamlines the customer returns management for midsized companies. SAP Business ByDesign supports the entire customer returns management cycle - from delivery notification and the physical product return through to payment based on a credit memo. You can increase customer loyalty with efficient returns processes. Well-managed returns can translate into sales opportunities Tracking allows companies to stay on top of each return by monitoring its logistics and refunding status, and the corresponding logistics and financial documents Better transparency, enabled by adherence to applicable business rules, allows you to provide accurate information for customer queries By identifying the reasons for returns, quality is improved Using return sales rate reports that show the return rate for each month of the current year helps you to monitor quality levels Business Value Scenario/Processes Scenario Flow + Further Information

12 ©© 2013 SAP AG. All rights reserved. Customer Return Management Scenario Flow Legend Work center in which process is performed Business document flow Process related to Financials Related scenarios : Dotted line = optional Process mainly driven by the user Process mainly driven by the system Process variant1 Process variant 2 Scenario Explorer Additional Application Inbound Logistics Processing Inbound Delivery Notification Processing Inbound Delivery Processing Customer Return Processing Receivables and Payments Creating a Customer Credit Memo Work Center Sales OrdersCustomer Invoicing Payables Payment Management Based on ASN w/o task control Based on ASN w/ task control Based on ASN from Warehouse Provider With Credit Memo Without Credit Memo Processing Payments with Accounts Maintenance - Standard Variant Quality Planning Processing Inspections Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Order-to-Cash (Third-Party Order Processing – Material) Over-the-Counter Sales Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Order-to-Cash (Third-Party Order Processing – Material) Over-the-Counter Sales Service and Repair Business Value Scenario/Processes Scenario Flow + Further Information

13 ©© 2013 SAP AG. All rights reserved. Further Information Customer Return Management Further Information Scenario Explorer Business Value Scenario/Processes + Scenario Flow Business Process Procedure ( min*) To get a comprehensive how-to documentation to run the business scenario, click here.click here Forum Get in touch with experts to discuss your specific requirements. To enter the community, click here.click here More Details (30-90 min*) SAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here.click here Self-Enablement Systems If you want to try out the business scenario, click here.click here WIKI In addition to the product documentation, SAP provides Wikis that describe additional aspects of a business scenario. To access the WIKI, click here.click here Do you want to try it out?Do you need more information?Do you want to discuss with others? VV * The time values are given as an orientation for the required time you need to get through the information on one scenario. Since some scenarios are shorter than others, the minimum time refers to the shortest scenario and the maximum refers to the longest. The actual time you will need depends on your level of knowledge and your interest in the topic.


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