Accelerated Customer Returns (BKP)

This scope item supports the following processes:

01- Accelerated Customer Returns Management

BKP - XX - 01 - Accelerated Customer Returns Management

Returns & Refund Clerk Shipping Specialist Receiving Specialist Billing Clerk

Customer
returns material

Use billing document or sales order

document as reference

BD9 (Sell from

Stock)

Create Return
Order

Immediate Refund Return Order release

Generate
Return Delivery

Perform Picking

Refund on Hold

Post Goods
Receipt

Refund
Perform
Determine Material
Refund Inspection

No Refund

End Process

Send Back to Customer (Option C)

Follow-up Activity 0021

Display Return
Overview Create
Outbound
Delivery

refund decision made/

checked

Check Refund Results

Refund customer with a Compensate customer with a
credit memo (Option A) replacement material (
Option B)

Generate Generate
Credit memo subsequent
request delivery free of
charge order

Create Free-of-
Charge Delivery
 Perform Picking Perform Picking

Post Goods Post Goods

Issue Issue

Sales Order
Fulfillment
Monitoring
(BKK)
(Optional)

Create Credit
Memo

End Process

02 - Accelerated Customer Returns Management

 Customer S/4 HANA Seller Supplier

Return & Refund Specialist Shipping Specialist Billing Clerk

Seller receives
Customer Complaint

Create Return
Order

Goods remain at
customer site.Field
sales representative
goes to customer and
performs ispection Follow Up Activity
0008

Flag: inspection at
Change customer site
FSR reports Return Order
inspection results

Unjustified Unclear material status,

Complaint initiate normal return

Justified complaint, but

material remains at
customer site

Follow Up Activity: Follow Up activity: Follow Up Activity:

Change from 0008 Change from 0008 Change from 0008
to 0013 to 0013 to 0001

BKP
Reject Returns Specify refund
order item

End Process
Refund customer
with a credit memo

Generate Create Credit

Refund decision Credit Memo
made Memo
Request

Generate
Subsequent Create
Delivery Free outbound
of Charge delivery
Order

Compensate customer with

a replacement material
Post Goods
Issue

End Process