scm academy sd06 customer claims

BearingPoint SCM Academy

Sales Order Management

Part 6: Customer Claims

Kathrin Finn / Marc Lüttringhaus

March 19, 2010

� Returns Process

� Returns Order Creation

� Returns Delivery Creation

Our learning path

© 2010 BearingPoint GmbH 2SCM Academy


� Goods Receipt

� Credit Memo Creation

� Exercise V

Salesordercreation

Deliverycreation

Returns ProcessOverview

Invoiceandpayment

Postgoodsissue

The illustration below shows the main steps of the Returns Process. In the following slides we will focus only on the yellow highlighted process steps.


Returnsordercreation

Returnsdeliverycreation

Creditmemocreation

Goodsreceipt

� Returns Process



Our learning path



� Goods Receipt


� Exercise V

Salesordercreation

Deliverycreation

Returns Order CreationProcess overview

Invoiceandpayment

Postgoodsissue

Let’s have a closer look at the Returns order creation.




Creditmemocreation

Goodsreceipt


Returns Order CreationSAP Transactions

ACTION

VA01

TRANSACTION CODE / PATH

� Create a Return Order


� Change a Return Order VA02

Returns Order CreationVA01 - Creating a Returns Order (1/2)

Returns Order with reference to a Sales Order

1

Enter Order Type1

3

Enter Sales Area2


Enter referred sales order5

Copy6

2

5

6

Create with Reference3

4Tab Order4

Returns Order Creation VA01 - Creating a Returns Order (2/2)



1 Tab Sales1

3

2

Overwrite quantity2

Enter Order reason3

Returns Order Creation Returns Order – Document flow




Returns Order with reference to an Invoice

1

Enter Order Type1

3

Enter Sales Area2


Enter referred invoice5

Copy6

2

5

6

Create with Reference3

4 Tab BillDoc4



Tab Sales1


1

Tab Sales1

3

2

Overwrite quantity2

Enter Order reason3

Returns Order Creation Returns Order – Document flow



Returns Order Creation VA02 - Returns Order – complaint not accepted

Tab Reason for rejection

Highlight item(s)2

Enter Reason for rejection3

1


1

32

� Returns Process



Our learning path



� Goods Receipt


� Exercise V

Salesordercreation

Deliverycreation

Returns

Returns Delivery CreationProcess overview

Invoiceandpayment

Returns

Postgoodsissue




Creditmemocreation

Goodsreceipt


Returns Delivery CreationSAP Transactions

ACTION

VL01N


� Create a Returns Delivery


Logistics → Sales and Distribution → Shipping and Transportation →Outbound Delivery → Create → Single Document →With Reference to Sales

Order

Returns Delivery CreationVL01N - Creating a Returns Delivery (1/2)

Returns Delivery with reference to a Returns Order

Enter Shipping point1

Enter Returns Order2

ENTER3

3


1

2

ENTER3

Returns Delivery CreationVL01N - Creating a Returns Delivery (2/2)


Tab Picking1

Enter Batch2

SAVE3

3


1

2

SAVE3

Returns Delivery Creation Returns Delivery – Document flow



� Returns Process



Our learning path



� Goods Receipt


� Exercise V

Salesordercreation

Deliverycreation

Returns

Goods ReceiptProcess overview

Invoiceandpayment

Returns

Postgoodsissue




Creditmemocreation

Goodsreceipt

Goodsreceipt

Goods Receipt SAP Transactions

ACTION

VL02N


� Post a Goods Receipt


Logistics → Sales and Distribution → Shipping and Transportation →Outbound Delivery → Change → Single Document

Goods ReceiptVL02N - Goods Receipt (1/2)

The goods receipt will be carried out from the warehouse operators.

Enter Returns Delivery1

ENTER2

2


1

ENTER2

Goods ReceiptVL02N - Goods Receipt (2/2)

1 Post goods receipt1


Goods ReceiptGoods Receipt – Document flow


� Returns Process



Our learning path



� Goods Receipt


� Exercise V

Salesordercreation

Deliverycreation

Credit Memo CreationProcess overview

Invoiceandpayment

Postgoodsissue




Creditmemocreation

Goodsreceipt

Creditmemocreation Let’s learn more

about creating a Credit Memo.

Credit Memo CreationSAP Transactions

ACTION

VA02


� Change credit memo request


Credit Memo CreationVA02 - Release Returns Order for Billing

Delete Billing block1

2


1

Save2

Credit Memo CreationSAP Transactions

ACTION

VF01


� Create a Credit Memo


Logistics → Sales and Distribution → Billing → Billing Document →Create

Credit Memo CreationVF01 - Credit Memo Creation

2 Enter Returns Order1

SAVE2


1

The billing type YRE« Credit for Returns »will be found automatically

33

Credit Memo CreationDocument flow


� Returns Process



Our learning path



� Goods Receipt


� Exercise V

Exercise V

Exercise A: create a returns order with reference to thebilling document via TC VA01• order type RE• sales area BP01/02/01• billing document use billing document created before• order reason 102 Damaged in transit• quantity 4delete billing block + save + check document flow


Exercise B: create a returns delivery via TC VL01N• shipping point BP01• order use returns order created before• batch ML01check picking status + post goods receipt + check document flow

Exercise C: create a credit memo via TC VF01• use returns delivery created beforesave + check document flow + view accounting information

Exercise V

after exercise II-V your document flow should look like this:


scm academy sd06 customer claims

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