Returns

You can use this function in the following situations:

A customer (dealer) returns goods delivered to him or her (products of type Material). A customer (dealer) sends back to you remanufactured products or service parts that were not yet used. The customer may also have paid a deposit for these parts and remanufactured products. Note For information about returning used parts, see Used Part Returns. End of the note.

You can create returns either in the Customer Relationship Management WebClient user interface (CRM WebClient UI), in the Extended Complaints and Returns in E-Service application, or by using EDI. Depending on the type of return, you can create a return using the following options:

Create as a follow-up transaction to one of the following transactions: o Sales orders o Service process with sales items Create with reference to the following objects o Marketing campaign o Marketing campaign element o Recall (product service letter) Create without reference

Prerequisites

In the CRM product master data, and depending on the distribution chain, in the control data for complaints and returns, you have made the following settings for service parts: o For the Returnable indicator, you have selected either Possible or Not Specified. o For the Used Part Indicator, you have selected either <blank> (New/Remanufactured Part) or B (Used/New/Remanufactured Part). You have completed Customizing for Returns. To be able to send invitations for surplus returns, you must have completed the following in Customizing:

In SAP GUI under SAPconnect administration (transaction SCOT), you have made the required settings so that you can send electronic recalls. For more information, see SAPconnect (BC-SRV-COM).

In the business partner, you have made settings for the communication path for invitations to the recipient responsible, for example, invitation by email, by fax, and so on.

Features Depending on Customizing in the standard system, you can create returns with returns request items for the following returns types:

Standard returns Surplus returns SPL-requested returns Recall returns Rapid returns

Depending on the returns type, you create the return with or without reference to a preceding transaction. You can use authorization groups to prevent fields in the transaction from being overwritten under certain defined conditions. For more information, see Authorization Check at Field Level. The returns types each have a different business-related background:
Standard Returns

For example, standard returns can be used in the following case: Example A customer has ordered a specific article via mail order in many different sizes or colors and returns some of the goods after trial and examination. There is no quality defect in this case, so there is no complaint preceding this return. Customers usually enclose a returns form in which they state the reasons for return and specify the order to which the return refers. End of the example.
Surplus Returns

Surplus returns are how vendors accommodate their customers (dealers) by enabling them to return parts that they did not sell in quantities as high as they expected. Invitations to reduce surpluses take place either at regular intervals, or are one-time events. The invitation can refer to certain service parts, or it can be left to the customer (dealer) to decide which parts to return. The invitation provides the customer (dealer) with all the data that he or she needs to create the return and send back the parts:

Reference number Products or product list (optional) Validity period (optional)

After the customer receives the invitation, he or she creates a surplus return with reference to the marketing campaign item in the dealer portal. Regular surplus returns run in waves. Each wave is divided into two periods:

First period: The customer (dealer) can create returns requests within a specified time period. Second period: The customer (dealer) cannot create returns requests, however, goods can be received by the vendor within a specified time period.

The surplus returns are processed via a marketing campaign with campaign elements. Among other things, the marketing campaign contains the following information:

Identification of the marketing campaign element (reference number) Start- and end date of the first period Start- and end date of the second period Product list (optional) Business partners: List of customers (target group) You use Graphical Modeling of Segments to specify the target group, that is, all customers (dealers) who have purchased the service part.

Invitation recipients with the communication channel that was determined The system determines this information as follows:
o

Invitation recipients The system checks whether there are one or more contact persons for the business partner from the target group:

If there are multiple contact persons, the system checks whether there is a main contact person.

If there are multiple contact persons but no main contact person, the system automatically takes the first contact person in the list. If no contact person exists, the business partner defined in the target group of the marketing campaign is used; for example, company, organization, and so on. Communication path for sending the invitation

You can send the invitation by e-mail, fax, or letter, for example. The invitation contains the reference number and the corresponding service part (optional). If no communication path for sending the invitation is specified, the default invitation is a printed letter sent by mail.

Ship-to party for returns (optional)

For more information, see Surplus Returns Campaigns.

SPL-Requested Returns

Because of delivery bottlenecks for a service part, customers (dealers) who bought this part perform a search for it. The SPL-requested return is processed using a marketing campaign. The marketing campaign includes the following information:

Identification of the marketing campaign (reference number) Business partners: List of dealers (target group) Invitation recipients with the communication channel that was determined Product with required quantity Ship-to party for the returns (in the case of third-party order processing, this is another dealer) Note For more information, see SPL-Requested Returns Campaigns. End of the note.

Invitation recipients with the communication channel that was determined For more information, see the item of the same name in section "Surplus Returns".

In the campaign for SPL-requested returns, you can find information about the quantities still needed to complete the campaign in the Quantity Statistics assignment block.

According to this information, you can then create and release the appropriate returns authorization items.
Recall Returns

For more information, see Service Recall Processing: Returning Service Parts.
Rapid Returns

You use rapid returns to process exceptional cases. Normally, you can only create a return for a product that is indicated in the product master as being returnable. To accommodate your customers (dealers), you can use this returns type to process a return for a product indicated as not returnable. A rapid return is always created without a preceding transaction and is a return triggered by the customer (dealer).

Customizing for Returns

The settings that are particular to returns that you must make in Customizing as well as the existing settings in the standard system are described below. Activities
Define Transaction Types and Item Categories

Define transaction types and item categories in Customizing for SAP Customer Relationship Management (SAP CRM) by choosing Transactions Basic Settings Define Transaction Types and Define Item Categories . The following transaction types and item categories are available in the standard system: Transaction Type CRMR UUPR Description Return Return for New Parts Item Category for Main Item CRMR UUSU UURC UURP Description Return Surplus Return Recall Return Rapid Return Used Part Returns Request Delivery to Customer Delivery to Remanufacturer

UPRR RTTC RTTR

Return for Used Parts UPRE Return to Customer Return to Remanufacturer RTTC RTTR

Create your own transaction types and item categories according to your needs. Use generic transaction type UUPR Return for New Parts as a template to create new transaction types for recall returns, rapid returns, and surplus returns. The following item categories are available in the standard system as possible subitems for the main item categories: Subitem Type L2N G2N TANN RAIN RAIS SAIC RASC Description Debit Memo Request Credit Memo Request Free-of-Charge Substitute Delivery Return Authorization (RMA) Return Authorization for Vendor (TPOP) Authorization for Scrapping at Customer Scrapping in Plant (RMA)

If you want to create your own item categories, use the item categories in the standard system as templates. All necessary settings exist for the item categories in the standard system. To check the settings, choose Customizing Item for business transaction type Complaint. For more information, see the field help (F1) for the individual fields. Item categories RAIN, RAIS, SAIC, and RASC are generic item categories that can be used for returns for complaints with reference to billing documents. Therefore, it is best to create copies of these item categories. Subitems can also have subitems. For more information, see Returns Authorization.
Define Item Category Usage

You can make the settings for item category usage in Customizing for Customer Relationship Management by choosing Transactions Basic Settings Define Item Categories Usages . The item category usages that are available in the standard system include:

Debit memo correction DBIC Returns request RERQ Returns authorization RETR Return delivery vendor RETS Debit memo DEB Scrapping SCRP Credit memo CRED

Define Item Category Determination

Use item category determination to assign main items and subitems to one another in Customizing for CRM by choosing Transactions Basic Settings Define Item Category Determination . Since these assignments are dependent upon your business processes, there are no settings in the standard system.
Copying Data into a Follow-Up Transaction

Defining copying control If you want to create a return with reference to product service letters, service transactions, or sales transactions, you must indicate this preference in Customizing for CRM by choosing Transactions Basic Settings Copying Control for Business Transactions Define Copying Control for Transaction Types and Define Copying Control for Item Categories. Note This setting is already made in the standard system for transaction type CRMR. For more information, see Copying Business Transactions. End of the note.

Assigning business object types for transaction referencing to transaction types If you want to create a return with reference to a marketing campaign or product service letter, assign business object types and transaction types to one another in Customizing for Customer Relationship Management by choosing Transactions Settings for Complaints Integration Transaction Referencing Assign Business Object Types to Transaction Types . Use business object type MCE for marketing campaigns and PSL for recall returns. The business object types serve as filter values. The corresponding implementations are in Customizing for CRM under Transactions Settings for Complaints Integration Transaction Referencing BAdI: Create Complaint with Reference to External Transaction .

Define Action Profiles and Assigned Actions

Define actions and action profiles in Customizing for Customer Relationship Management by choosing Basic Functions Actions Actions in Transaction Change Actions and Conditions Define Action Profiles and Actions .

Then define the schedule condition and start condition for each action definition by choosing Define Conditions. The following actions and action profiles are available in the standard system: Usage for Transaction Technical Name of Description of Technical Name of Description Type or Action Profile Action Profile Action of Action Item Category SAP Standard For COMPLAINT Customer ANGEBOTSDRUCK Print Offer transaction Complaint type CRMR TASK Create Task For item Customer Return Credit RETURN_ITEM CREDIT_RET category Item Memo CRMR DEBIT_RET Debit Memo Substitute SUBST_DEL_RET delivery TASK_ITEM_RET Create Task For Complaint/Returns Release transaction CLAIM_RETURN RTTC_RELEASE Header RTTC types UUPR, UPRR For item categories Returns Automatic UURC, RMA_ITEM Authorization RETURN_ITEM_RMA Returns UURP, Attachment Approval UUSU, UPRE
Define Buttons for Actions

You can define labels and symbols for the buttons that you want to use in your returns document. To do so, in Customizing for Customer Relationship Management choose Transactions Settings for Complaints Define Pushbuttons for Actions . For more information about actions, see Actions.
Assign Action Profile to Transaction Type and Item Category

Assign the respective action profile and other data to the transaction types and the item categories according to the table below. You can do so in Customizing for Customer Relationship Management by choosing Basic Functions Actions Actions in

Transaction Assign Action Profile to the Business Transaction Type and Assign Action Profile to the Item Category . Partner Transaction Org. Data Description Determination Date Profile Action Profile Type Profile Procedure CRMR Return 00000017 000000000012 BILLING COMPLAINT Copy of Recall 00000098 000000000099 RET_HEADER01 CLAIM_RETURN UUPR Return Copy of Rapid 00000099 000000000099 RET_HEADER01 CLAIM_RETURN UUPR Return Copy of Surplus 00000098 000000000099 RET_HEADER02 CLAIM_RETURN UUPR Return Return for UPRR 00000098 000000000099 RET_HEADER01 CLAIM_RETURN Used Part Partner Item Org. Data Description Determination Date Profile Action Profile Category Profile Procedure CRMR Return 10000001 000000000007 BILLING RETURN_ITEM Copy of Return Authorization RAIN_ITM 000000000007 RETURN_INTER RAIN (RMA) Copy of Return Authorization RAIS_ITM 000000000007 RAIS for Vendor (TPOP) Authorization for Copy of Scrapping at SCRAP001 000000000007 RETURN_INTER SAIC Customer Copy of Scrapping in Plant RAIN_ITM RASC (RMA) L2N Debit Memo Request 10000001 000000000007 BILLING UURC Recall Return RETURNI 000000000007 RMA_ITEM UURP Rapid Return RETURNI 000000000007 RMA_ITEM UUSU Surplus Return RETURNI 000000000007 RMA_ITEM Used Part Returns UPRE 10000098 000000000007 RMA_ITEM Request RTTC Delivery to Customer RTTC0002 RTTC00000001 Delivery to RTTR RTTR0002 000000000007 Remanufacturer
Data Exchange for Returns Between SAP CRM and SAP ECC

For more information about prerequisites for the data exchange between SAP CRM and SAP ERP Central Component (SAP ECC), see Data Exchange for Complaints: SAP CRM SAP ECC.

Service Recall Processing: Returning Service Parts

You can use this process to carry out recall actions for defective service parts. You use a recall (product service letter) to prompt your customers (distributors and service centers) to return any of the affected service parts that may still be in their available inventory. The replacement of the defective part in all products in which it was installed is outlined in a separate product service letter. For more information, see Product Service Letters. New service parts must be ordered to replace the recalled parts that were already installed. Product service letters can also be used for this process. For more information, see Service Recall Processing: Exchange of Defective Products. Prerequisites You have made the following settings in Customizing for Customer Relationship Management:

You have defined a transaction type for the recall. The standard system includes transaction type Product Recall (PSLR) with the following details: Field Technical Name Description Partner Determ. Proc. PSLR0001 SAP Recall No. Range Object CRM_SUR CRM Prod. Srv. Lett. Action Profile RECALL Product Recall Date Profile RECALL01 SAP Recall You have defined an item category for the recall. The standard system includes item category Recall Item (PSLR) with the following details: Field Technical Name Description Item Object Type BUS2000178 ProductServLetterConfirmationItem CRM Date Profile RECALL01 SAP Recall You have defined a transaction type for the recall. The standard system includes transaction type Return for New Parts (UUPR). Since this transaction type is also used for other kinds of returns, copy this transaction type and add the following details: Field Technical Name Description Partner Determ. Proc. 0000098 Claims/Returns Header No. Range Object CRM_SALES CRM Sales Trans. Action Profile CLAIM_RETURN Complaint/Returns Header Date Profile RET_HEADER01 Returns Header You have set the indicator Creation with Ref. Possible. You have defined an item category for the recall. The standard system includes item category Recall Return (UURC) with the following details:

Field Technical Name Description Item Object Type BUS2000160 CRM Customer Complaint Item PartnerDetProc RETURNI Returns Item Action Profile RMA_ITEM Returns Authorization Attachment You have chosen BUS2000178 as the preceding reference object type. You have defined action profiles and actions for the transaction types. o In the standard system, action profile RECALL is defined for transaction type PSLR. Both actions for the invitation (CREATE_INVITATION and CREATE_INVITATION_JOB) are assigned to this action profile. The CRM_PSL_RECALL form is assigned to both actions. o In the standard system, action profile CLAIM_RETURN is defined for transaction type UUPR. You have assigned the appropriate action profile to the transaction types and the item category. For more information, see Customizing for Returns and Customizing for the Product Service Letter. Before you can send the recall, you must have completed the following:

In SAPconnect administration (transaction SCOT in the SAP graphical user interface (SAP GUI)), you have made the required settings in the SAP system so that you can send electronic recalls. For more information, see SAPconnect (BC-SRV-COM).

For business partners, you have made settings for the communication path for recalls to the recipient responsible, for example, invitation by e-mail, by fax, and so on.

Process Product analysis of repeated complaints point to a defective service part as the cause of a problem. In order to avoid further errors, this service part must not be used in future installations. For this reason, you encourage all customers that may have this service part still available in their warehouse stock to return it. To this end, you create a product service letter of type Product Recall (appears as "recall" in the following) that contains a list of the recalled service parts, and you send it to the affected customers. Specifically, the process runs as follows: 1. You use graphical modeling of segments to specify the target group, that is, all customers who have purchased the service part. The system determines this information as follows:
o

Invitation recipients

The system checks whether there are one or more contact persons for the business partner in the target group: If there are multiple contact persons, the system checks whether there is a main contact person. If there are multiple contact persons but no main contact person, the system automatically takes the first contact person in the list. If no contact person exists, the business partner defined in the target group of the marketing campaign is used; for example, company, organization, and so on. Communication method for sending the invitation

You can send the recall by e-mail, fax, or letter, for example. The recall contains the reference number and the corresponding service part (optional). If no communication method for sending the invitation is specified, the default invitation is a printed letter sent by mail. 2. You create a recall and enter the following data: o At header level: Validity, responsible employee, and target group in assignment block Target Groups. o At item level: List of the affected service parts in the overview Serial number range in assignment block Reference Objects It is mandatory to enter the serial number range for products that are serial number relevant. The system evaluates the field for serial number processing in the product master. If the value in this field is not equal to 0, you must enter the serial number range. 3. All customers that are assigned to the recall in the target group are informed of the recall action via their preferred communication channel. This can happen in two ways: o Automatically, using the CREATE_INVITATION action when the document is saved o Using the action CREATE_INVITATION_JOB in the action monitor (called in SAP GUI with transaction CRMC_ACTION_JOB) In the standard system, the CRM_PSL_RECALL form is used for this information. You can use transaction SMARTFORMS in the SAP GUI to view and edit the form. 4. Customers receive information about the recall according to the communication channel they have set, such as e-mail. They then either create a returns request with reference to a recall in the application Extended Complaints and Returns in E-

Service, or they call the manufacturer, who creates the returns request in the CRM WebClient UI. All the data necessary for creating the return is in the recall: o Reference number o Products or product list (optional) o Validity period (optional) 5. The system proposes the recalled service parts from the recall document so that the customer can select them and copy them into the returns request. For each service part, the customer enters the quantity that is still in the warehouse stock and should be sent back. If serial numbers are relevant for the recalled service part, the customer must also enter the serial numbers for the service parts. 6. After the return document is saved, the system checks whether: o Serial numbers that were entered fall within the range of serial numbers that were recalled o The serial number specified is already in the list of approved serial numbers o The serial number entered already exists in the same document o The customer is part of the target group o The product is included in the recall For more information about serial numbers, see Serial Number Entry in Complaints and Returns. 7. You authorize the returns request. Following goods receipt and inspection of the service parts, you create a credit memo.

Serial Number Entry in Complaints and Returns

You can enter serial numbers for products within the context of complaints, returns, and inhouse repair orders. The serial numbers that are entered can be validated. Serial number entry is possible in the following Customer Relationship Management (CRM) channels: CRM WebClient user interface (UI), Interaction Center (IC) WebClient, e-service, and mobile service. Prerequisites

You have either entered the serial number information in the product master, or you have replicated the material master data from SAP ECC to SAP Customer Relationship Management (SAP CRM). In the CRM WebClient UI, the field Serial No. Processing ID is available for entering and displaying serial numbers. Possible values include:

o o o o o

0 Default value 1 Entries possible, but no check against master data 2 Check object in CRM 3 Check object and serial number in CRM 4 Check for serial number in SAP ECC Note To activate the field for use (set type CRM_SERIALNUM, attribute SERIALNO_PROCESSING), you can use SAP Note 824780. End of the note.

To improve performance during validation of the specified serial numbers by comparing them with the serial numbers in the system, we recommend creating an index for fields TYPE_OBJECT and SERIAL_NUMBER for the CRMD_SRV_REFOBJ table.

Features
Maintaining Serial Number Information

The serial number information indicates whether serial numbers are relevant for a certain product, and how a serial number created in a transaction should be validated. You can use the field Serial No. Processing ID on the CRM WebClient user interface to enter serial number information. You can also get the serial number information by replicating the material master data from SAP ECC to SAP CRM (function CRS_SERIAL_PROFIL_DETERMINE). A material is serial number-relevant if a serial number profile is defined at plant level in SAP ECC, and the goods movement requires a serial number to be entered. In SAP CRM, you can overwrite this replicated information. The serial number information is replicated from SAP CRM to the mobile client as part of the product master data.
Maintaining Serial Numbers

You have the following options for maintaining serial numbers:

You enter serial numbers as objects in SAP CRM. You maintain serial numbers in SAP ECC and replicate them to SAP CRM. o You can replicate serial numbers that are not linked to equipment from SAP ECC to SAP CRM. The serial numbers appear in SAP CRM as objects.

For more information, see Serial Number Download, Replication of Serial Numbers from SAP ECC to SAP CRM, and Replication of Serial Number Configuration from SAP ECC to SAP CRM.
o

You can replicate equipment, to which serial numbers can be assigned, from SAP ECC to SAP CRM. The pieces of equipment are represented in SAP CRM as objects of an installed base. For more information, see Replication of Equipment Between SAP CRM and SAP ECC and Replication of Equipment Configuration Between SAP CRM and SAP ECC.

You maintain the serial numbers exclusively in SAP ECC.

Entering Serial Numbers in SAP CRM Transactions

For items in complaints, returns, and in-house repair orders in the CRM WebClient UI, you can enter serial numbers manually. To do so, you can use the Serial Number field in assignment block Reference Objects. You can enter serial numbers for complaints manually using the mobile client. You can enter serial numbers for complaints and returns manually using e-service.

Checking the Serial Numbers Entered in Transactions

The checks available in the standard system are listed below. You can use the Business Add-In (BAdI) Check Reference Objects (CRM_SERVICE_OS_BADI) to tailor these checks to your needs. You can find this BAdI in Customizing for Customer Relationship Management by choosing Transactions Settings for Sales Transactions Business Add-Ins .

As you enter the product, depending on the value in field Serial No. Processing ID, the system checks whether serial numbers can be entered or must be entered: o 0: It is not possible to enter serial numbers; the entry field is not available for input. o 1: Serial number entry is allowed. o 2, 3 and 4: Serial number entry is required. After the serial number is entered, the system ensures that the product is not changed any more. Quantity check: The system compares the number of serial numbers that were entered to the item quantity.

Accuracy check: o Check in a return that was created with reference to a recall:

The serial numbers that were entered in the return must be in the recall (product service letter). The serial numbers that were entered must not have been entered in another return for the same recall. For information about recalls, see Service Recall Processing: Returning Service Parts.
o

Depending on Customizing in the product master (field Serial No. Processing ID), the existence of serial numbers is checked as follows: 0: No checks 1: No master data or quantity checks 2: Check whether serial number exists in SAP CRM in an object. 3: Check according to points 2 and 4. 4: Check serial number in SAP ECC: The product is not in the warehouse; it is at a customer site. The serial number must not have been entered already in the same transaction.

Replicating Serial Numbers Entered in Transactions from SAP CRM to SAP ECC

A returns request item in a complaint or in-house repair order is replicated to SAP ECC as a returns request item in a sales order. If you activated the additional SPM Functions in Sales Order Management, the returns request item is replicated in a delivery. Caution The list of serial numbers is not replicated. This means that serial numbers cannot be verified at goods receipt.