1. Customer Return Management
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Handling Service Requests

2. Customer Return Management Scenario Overview
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Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Processing Customer Return
Creating a Customer Credit Memo
Processing Receivables and Payments
Order-to-Cash
(Sell-from-Stock)
Order-to-Cash (with Specified Products)
Processing Inspections
Order-to-Cash (Sell-from-Stock)
Order-to-Cash (with Specified Products)
Scenario Explorer
Scenario Description
Open Legend
The Customer Return Management business scenario enables you to process the inbound delivery of physical goods returned by a customer. It also includes compensation such as a substitute delivery or credit memo.
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.
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.
Scenario & Processes
Business Areas
Business Value
Scenario Flow
The following business roles are involved in this scenario:
Warehouse Operator
Sales Representative
Accounts Receivable Accountant

3. Customer Return Management Scenario Overview
Click process chevrons for details
Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Processing Customer Return
Creating a Customer Credit Memo
Processing Receivables and Payments
Order-to-Cash
(Sell-from-Stock)
Order-to-Cash (with Specified Products)
Processing Inspections
Order-to-Cash (Sell-from-Stock)
Order-to-Cash (with Specified Products)
Scenario Explorer
Scenario Description
Legend
Close Legend
The Customer Return Management business scenario enables you to process the inbound delivery of physical goods returned by a customer. It also includes compensation such as a substitute delivery or credit memo.
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.
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.
Scenario & Processes
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
Business Areas
Business Value
Scenario Flow
The following business roles are involved in this scenario:
Warehouse Operator
Sales Representative
Accounts Receivable Accountant i

4. Customer Return Management
Process Details: Processing Inbound Delivery Notification
Click process chevrons for details X
Processing Inbound Delivery Notifications - Customer Return Notifications
Create a Customer Return Notification
Processing Inbound Deliveries
Processing Customer Return
Creating a Customer Credit Memo
Processing Receivables and Payments
Processing Inspections
Scenario Explorer
Process Description
Further Information
The Processing Inbound Delivery Notifications process comprises the creation and use of inbound delivery notifications (IDNs). An IDN represents a delivery coming from outside. It can either be an ASN (advanced shipping notification) or a printed delivery note accompanying the physical goods. 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.
Scenario & Processes
Performed by
Warehouse Manager
Business Areas
In the Work Center
Inbound Logistics
Business Value
Scenario Flow

5. Customer Return Management
Process Details: Processing Inbound Deliveries
Click process chevrons for details X
Processing Inbound Delivery- Based on ASN with Task Control
Processing Inbound Delivery Notifications
Create a warehouse request - inbound
Create a warehouse task - inbound
Confirm a warehouse task - inbound
Processing Inbound Delivery Notification
Accept a deviation - inbound
Processing Inbound Delivery
Check and finalize an inbound delivery
Processing Customer Return
Creating a Customer Credit Memo
Expense Reimburse-ment …
Click here to display process variants
Processing Inspections
Scenario Explorer
Process Description
Further Information
The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. 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.
Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock).
Scenario & Processes
Performed by
Warehouse Operator
Business Areas
In the Work Center
Inbound Logistics
Business Value
Scenario Flow

6. Customer Return Management
Process Details: Processing Inbound Deliveries
Click process chevrons for details X
Processing Inbound Delivery- Based on ASN with Task Control
Processing Inbound Delivery Notifications
Create a warehouse request - inbound
Create a warehouse task - inbound
Confirm a warehouse task - inbound
Processing Inbound Delivery Notification
Accept a deviation - inbound
Processing Inbound Delivery
Check and finalize an inbound delivery
Processing Customer Return
Creating a Customer Credit Memo
Expense Reimburse-ment …
Click here to hide process variants
Processing Inbound Delivery - Based on ASN without Task Control
Processing Inspections
Scenario Explorer
Process Description
Further Information
The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. 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.
Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock).
Scenario & Processes
Performed by
Warehouse Operator
Business Areas
In the Work Center
Inbound Logistics
Business Value
Scenario Flow

7. Customer Return Management Process Details: Processing Inspections
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Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Processing Customer Return
Creating a Customer Credit Memo
Processing Receivables and Payments X
Processing Inspections
Inspect samples
Record inspection results
Decide about quality
Scenario Explorer
Process Description
Further Information
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 based on a suitable logistics or production model. Unplanned inspections are triggered manually by the user.
Scenario & Processes
Performed by
Inspector Quality Engineer Quality Manager
Business Areas
Business Value
In the Work Center
Quality Control
Scenario Flow

8. Customer Return Management Process Details: Processing Customer Return
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Processing Customer Return - with Credit Memo X
Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Creating a Customer Credit Memo
Check and ensure consistence of customer return
Send return confirmation form to customer
Check and adjust the customer return
Release customer return with credit memo
(Option) Trigger follow-up with sales order …
Processing Inspections
Click here to display process variants
Scenario Explorer
Process Description
Further Information
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. You can add an internal note or some information for the customer to be printed on the credit memo and 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.
Scenario & Processes
Performed by
Sales Representative
Business Areas
Business Value
In the Work Center
Sales Orders
Scenario Flow

9. Customer Return Management Process Details: Processing Customer Return
Click process chevrons for details
Processing Customer Return - with Credit Memo X
Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Creating a Customer Credit Memo
Check and ensure consistence of customer return
Send return confirmation form to customer
Check and adjust the customer return
Release customer return with credit memo
(Option) Trigger follow-up with sales order …
Processing Inspections
Click here to hide process variants
Processing Customer Return - without Credit Memo
Scenario Explorer
Process Description
Further Information
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. You can add an internal note or some information for the customer to be printed on the credit memo and 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.
Scenario & Processes
Performed by
Sales Representative
Business Areas
Business Value
In the Work Center
Sales Orders
Scenario Flow

10. Customer Return Management
Process Details: Creating a Customer Credit Memo
Click process chevrons for details X
Creating Customer Credit Memo
Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Processing Customer Return
Processing Receivables and Payments
Transfer items to be invoiced into a credit memo
Release the credit memo
Processing Inspections
Scenario Explorer
Process Description
Further Information
The Creating a Customer Credit Memo business process enables you to create and handle credit memos. After you perform a goods return, the system automatically creates items to be invoiced that you must transfer to a credit memo sent to the customer. The credit memo is also passed to financial accounting 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 items to be invoiced into one credit memo or split them into several credit memos. You can also create a credit memo manually.
Scenario & Processes
Performed by
Accounts Receivable Accountant
Business Areas
In the Work Center
Customer Invoicing
Business Value
Scenario Flow

11. Customer Return Management
Process Details: Processing Receivables and Payments with Accounts Maintenance - Standard
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Processing Receivables and Payments
with Accounts Maintenance - Standard
Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Processing Customer Return
Creating a Customer Credit Memo
Clear open items and differences
Processing Inspections
Scenario Explorer
Process Description
Further Information
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.
Scenario & Processes
Performed by
Accounts Receivable Accountant
Business Areas
In the Work Centers
Receivables
Payment Management
Cash and Liquidity Management
Business Value
Scenario Flow

12. Customer Return Management Business Areas
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Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Processing Customer Return
Creating a Customer Credit Memo
Processing Receivables and Payments
Processing Inspections
Scenario Explorer
Business Areas
Business Area Description
You can use SAP Business ByDesign to adjust your organization's structure, warehouse and production layouts, processes, or level of automation as needed. You can flexibly assign and monitor employee tasks and also execute your production and warehousing tasks in similar ways. You can also use the software to:
Harmonize process execution across warehousing and manufacturing
Separate and uniquely identify inventory so that you can handle certain stock differently, depending on the purpose and the production environment
Synchronize supply execution data, such as work in process and material inventory postings, with financial data
Maintain quality documents, such as quality assurance agreements and technical delivery terms, as part of your company's purchasing process
Automate business process steps including the communication with suppliers
Scenario & Processes
Warehousing, Manufacturing, and Logistics
Business Areas
Sales
Business Value
Cash Flow Management
Scenario Flow

13. Customer Return Management Business Areas
Click area pictograms for details
Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Processing Customer Return
Creating a Customer Credit Memo
Processing Receivables and Payments
Processing Inspections
Scenario Explorer
Business Areas
Business Area Description
The SAP Business ByDesign solution gives you comprehensive access to customer- related information about opportunities, quotes, orders, and invoices. Your employees can use data in SAP Business ByDesign to verify product availability, perform accurate forecasting, predict future sales, and identify cross-selling and up-selling opportunities. SAP Business ByDesign supports smooth interactions with customers and helps your sales staff fill the sales pipeline, focus on the most promising leads, and accelerate the sales process. In addition, you can use the software to:
Generate a sales opportunity, create sales quotes, check product availability, calculate prices, enter payment and shipping information, and create sales orders, and invoices
Store and maintain an online portfolio of your products and services and define price lists with flexible pricing policies
Obtain a comprehensive, 360-degree view of your customers. You can see all customer-related information in a single place and use the provided reports and metrics to make effective decisions
Scenario & Processes
Warehousing, Manufacturing, and Logistics
Business Areas
Sales
Business Value
Cash Flow Management
Scenario Flow

14. Customer Return Management Business Areas
Click area pictograms for details
Processing Inbound Delivery Notifications
Processing Inbound Deliveries
Processing Customer Return
Creating a Customer Credit Memo
Processing Receivables and Payments
Processing Inspections
Scenario Explorer
Business Areas
Business Area Description
Nearly every business process supported by SAP Business ByDesign is integrated with financials. The solution helps you to gain control over your cash inflow and outflow and to forecast and analyze the liquidity and profitability of your business. You can also use the software to:
Centrally manage and control your payables and receivables, automate payment and clearing processes, and valuate payables and receivables in multiple foreign currencies
Quickly create tax returns using centrally managed corporate data and report declarations - and pay taxes if required
Set up expense and reimbursement policies, monitor employee expenses, and reimburse approved expenses
Scenario & Processes
Warehousing, Manufacturing, and Logistics
Business Areas
Sales
Business Value
Cash Flow Management
Scenario Flow

15. Customer Return Management Business Value
Initiate
Manage
Settle
Receive Customer Return Delivery
Create Customer Return Notification
Initiate Inbound Processing
Post Goods Receipt With or Without Tasks
Release Proposal for Payment
Manage Payment Based on Credit Memo
Post to Ledger
Scenario Explorer
Overview
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
Key Benefits
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.
Scenario & Processes
Business Areas
Business Value
Scenario Flow 15 15

16. Customer Return Managment Scenario Flow
Inbound Logistics
Sales Orders
Customer Invoicing
Payables
Payment Management
Processing Inbound Delivery Notification
Processing Inbound
Delivery
Processing Customer Return
Creating a Customer Credit Memo
Processing Receivables and Payments
Based on ASN w/o task control
Based on ASN w/ task control
With Credit Memo
Without Credit Memo
Processing Payments with Accounts Maintenance - Standard Variant
Order-to-Cash
(Sell-from-Stock)
Order-to-Cash (Make-to-Order)
Quality Planning
Order-to-Cash (Sell-from-Stock)
Order-to-Cash (Make-to-Order)
Processing Inspections
Scenario Explorer
Scenario & Processes
Business Areas
Business Value
Scenario Flow
Legend & Variants
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Process variant1
Process variant 2
Work center
Process related to Financials
Work center in which process is performed
Process mainly driven by the user
Process mainly driven by the system
Related scenarios
Business
document flow