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Himanshu sachdeva
January 31, 2020 7 minute read

Advanced Customer Return management with

Material replacement in SAP SD

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Scenario:

Creating the Advanced Return order which generates the Customer RMA number
automatically with specifying the details about refund or replacement of material
required.

Return delivery also created automatically and PGR need to be done for receiving the
goods from customer then Quality Inspection team will do the inspection of the received
material and release the free of charge replacement material to customer via
automatically created SDF (Subsequent Delivery free of charge) document in SAP S/4
HANA 1809 system.

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There are many other features in Advanced return management except replacement
material like complete refund, partial refund, Inspection already done when placing
return order, etc. which is also explained below.

Step 1:

Activate Advanced return management for return order type:

In Customizing for Sales and Distribution, choose >  Sales >  Advanced Returns
Management > Activate Advanced return management for Return Order Types

Step 2:
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Scenario: Wrong material sent (or any other reason) to customer and customer want
replacement of the material.

Create Advanced return Order:

There is a speci c tab “Returns” where all the details regarding advanced return need to
be entered.

Refund Type: You can choose refund type accordingly that you want to give replacement
material to customer or refund for the material.

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If you want to give refund then you can also choose how much refund need to be
processed by Refund Code eld:

Step 3:

After choosing Refund Type – You have to select Refund Control to specify when
replacement material (or credit memo) will be sent to customer.

You can mention the Replacement material which you want to send with its quantity and
supplying plant.

Available quantity will be shown in the same screen as per the material entered as
replacement material and supplying plant.

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Refund Type:

Choose I Immediately or P Approved if you want to create a subsequent delivery free of charge (SDF) right
away. This process depends on whether or not you have already received the material. If you choose I
Immediately, the system also creates the delivery for the SDF and posts the respective goods issue.

Choose R By Credit Memo Request or A After Receipt of Credit Memo if you want to postpone the decision
regarding a return to a later time. You can then release an SDF in the Material Inspection in Warehouse
transaction and the Customer Return Determination transaction. The refunding type – Replacement
Material that is speci ed in the returns order is displayed in both of these transactions so that the person
making the next decision knows that the customer would like a replacement material. You can only use
refund control A if you specify a logistical follow-up activity in which the material is sent to an external
vendor or is transferred to a plant with a di erent company code.

Follow – up Action need to be chosen to get the material from customer and send it to
respective locations:

Follow- Default Meaning

Up Description
Activity of Logistical
Code Follow-Up
Activity

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Follow- Default Meaning

Up Description
Activity of Logistical
Code Follow-Up
Activity

0001 Receive into Returned materials are posted to the returns warehouse (usually to blocked stock).
Plant

0002 Immediately Returned materials are posted to unrestricted-use stock (usually with stock
Move to type Unrestricted-Use Stock).
Free
Available
Stock

0003 Immediately Returned materials are temporarily posted to returns stock and then a goods issue
Move to is posted to scrap.
Scrap

0004 Ship to Returned materials are sent to another plant. The materials are posted to returns
Other Plant stock rst.

0005 Ship to Returned materials are sent to an external vendor. The materials are posted to
Vendor returns stock rst.

0006 Ship to Returned materials are sent to an external vendor via another plant. The materials
Vendor Via are posted to returns stock rst.
Other Plant

0007 Direct The customer sends the return material directly to an external vendor without
Shipment to returning it to your company.
Vendor

0008 Inspection You choose this activity if you want to inspect the material at the customer site
at Customer before it is returned. Once you have the inspection results, you decide whether the
Site material should be sent back or if it should remain with the customer. To do so, you
change the logistical follow-up activity in the returns order.

0009 Delivery into Choose this activity if you cannot exactly specify the materials and quantities to be
Plant — returned. A returns delivery is posted and when the goods are physically received,
Materials you can update the returns order with the returned materials.
Still
Unknown

0013 Material Choose this activity if you decide after the inspection at the customer site that the
Remains at material should stay with the customer. It might be scrapped there, for example.
Customer The customer can be refunded in the usual way.
Site

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Follow- Default Meaning

Up Description
Activity of Logistical
Code Follow-Up
Activity

0014 Immediately The returned material is posted to a speci c kind of stock (such as stock for
Move to second-grade goods).
Speci ed
Stock

0016 In-House An in-house repair is triggered for the returned material using a corresponding
Repair repair order. You can con gure an automatic goods movement from the returns
stock to the repair order stock.

0017 External An external repair is triggered for the returned material using a corresponding
Repair repair order. You can con gure an automatic goods movement from the returns
stock to the repair order stock.

0021 Send Back Returned materials are sent back to the customer.
to Customer

You can deactivate any unnecessary logistical follow-up activities in Customizing for
Advanced Returns Management by choose >  Sales >  Advanced Returns Management >
Activate and Rename Follow-Up Activities  . You can also replace the default descriptions
of the follow-up activity codes with your own descriptions.

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Material Inspection:

If you have already received the returned material when you enter the returns order
(because it was returned at the counter, for example), you can enter the inspection
results directly in the returns order.

You have not chosen this option in our current scenario and Quality inspection team will
do the inspection after receiving the product from customer.
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Save the return order after below entries in Return tab.

Step 4:

Check the return Order and Customer RMA number created automatically which is used
between Customer and Client as unique number which will ow in all the documents for
tracking purpose.

Advanced return delivery is also created automatically:

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PGR need to be done for receiving the goods in our premises.

Step 5:

You can check the complete ow of Advance return management from  Returns Overview
button present in Return tab of Return order.

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NOTE: I have used cross company plant that’s why Cross company credit memo and
other details are shown in picture, You can ignore that part.

Step 6:

After Goods Receipt, Inspection need to be done and if item is okay then Quality
inspection team need to release the Subsequent delivery free of charge (SDF) for the
customer to send replaced material.

Run the transaction: MSR_INSPWH and enter the customer RMA number in the selection
screen (or other details can be entered).

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Header >

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Item >

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Release the SDF document.

Material is okay, otherwise in Follow-up activity – you can choose options like In-house
repair needed, etc. (If this activity is activated which is explained above).

Click on Save & con rm button.

Current Status in Return order:

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Step 7:

Create delivery & PGI for Subsequent delivery FOC document:

Same RMA number also copied to SDF:

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100% discount applied to SDF:

Create delivery and PGI.

Return Overview of return order:

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All processing statuses are now completed and all the lights are green.

Alert Moderator
 

Conclusion: All the clients were using old Return management process until now and
linking
Assignedthetags
Quality inspection, manually creating Free of charge sales orders for sending
replacement material and checking the availability of that material by calling di erent
transactions or manually creating credit memo for refund, manually adjusting the price
SD (Sales and Distribution) | SAP ERP | SAP S/4HANA | SD Sales | Return management |
to be provided in refund as per the result of quality inspection, etc.
View more...
All these manual tasks can be managed under Advanced return management
automatically.
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https://blogs.sap.com/2020/01/31/advanced-customer-return-management-with-material-replacement-in-sap-sd/ 17/20
10/29/2020 Advanced Customer Return management with Material replacement in SAP SD | SAP Blogs

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3 Comments

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Sandra Ortigosa

March 6, 2020 at 9:28 am

Hi! Great document. Have you try to do a 0021 Send back to customer after a 0004 Ship
to other plant? We have an issue there due to the stock type. Have you try it? Thanks

Like(0)

venu gopal

March 9, 2020 at 6:08 am

Very Good document.. Keep it up .. thanks for sharing.

Like(0)

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Jayant Rathod

June 24, 2020 at 2:19 pm

Hi Himanshu,
Thanks for sharing valuable information.

In ARM we use T-Code “MSR_TVAK_RO” to activate order type and to create auto credit
memo we have check “Automatic CM”.

Now requirement is system should not to create credit memo automatically, we have
deactivated it but still system create credit memo once post good receipt done for return
delivery.

Can you please suggest.

Regards,
Jayant

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