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J59: Returns and Complaints Overview

SAP AG

Overview

Scenario Returns and Complaints


This scenario provides all the necessary activities for returns and complaints processing. The complaints process focuses on processing credit memos if no goods are sent back. In returns processing, goods are returned and undergo a quality evaluation. The goods are then returned to unrestricted stock or blocked stock.

SAP AG 2006, Returns and Complaints (J59)

Complaints Processing with Credit Memo


Business Benefits
After having bought the material, the customer notices a defect and informs the manufacturer / vendor. The vendor creates a quality notification and enters a credit memo request in the system. The credit memo request is released for billing and the customer receives a credit memo.

Customer

Vendor

Business Benefits
An initial sales order is created for the material for which a quality notification is created later. Batch determination within the delivery is carried out automatically. The complaints process focuses on the processing of credit memos if no goods are sent back.

Create Sales Order

Create Delivery

Create Billing With a notification for a customer complaint, you can describe and prioritize problems, monitor the status, print archive documents, and trigger specific processes in the SAP R/3 system.

Payment

Quality Notification

Credit Memo Request

Release Process

SAP AG 2006, Returns and Complaints (J59)

Complaints Processing with Credit Memo


Business Benefits Customer Manufacturer / Vendor Business Benefits
The credit memo is created with a billing block and has to be released for billing. Credit Memo

Payment

SAP AG 2006, Returns and Complaints (J59)

Returns Processing with Credit Memo for Returns


Business Benefits
In this process the customer returns the defect material to the manufacturer / vendor. They receive a credit memo for these returns.

Customer

Manufacturer / Vendor

Business Benefits
If the defect material is returned to the manufacturer / vendor, a return order is entered in the system. There is no automatic batch determination for products to be returned, therefore in a delivery document, you must find the batch number of goods shipped to your customer manually. A return delivery is then created in the system. During goods receipt of returns, an inspection lot is created automatically. The returned goods are posted into inventory as returns.

Returns Entry

Returns Delivery

Goods Receipt

Quality Inspection

Goods Movement to Unrestricted Stock

Release Returns to Billing

Credit Memo for Returns

SAP AG 2006, Returns and Complaints (J59)

Returns Processing with Credit Memo for Returns


Business Benefits Customer Vendor Business Benefits
The quality inspection takes place after the returned goods have been received and booked into returns. After the quality inspection, the further handling of the returned goods is decided. In this case, only defect recording is performed manually. You can book returned goods from returns to unrestricted-use stock if the quality meets the standards, or to blocked stock if the quality does not meet the standards. The returned goods are not booked automatically into blocked stock (as long as you have not installed J49). You have to do this manually and book accepted goods into unrestricted stock and rejected goods into blocked stock. The return order is saved with a billing block. The billing block has to be released in order to create the credit memo for the customer.

Payment

SAP AG 2006, Returns and Complaints (J59)