Returns Management

Applies to:
Background on Returns Management and Advanced Returns Management solution of SAP ERP 6.0 EhP4.

Summary
This article describes background on Returns Management, types of return processes and process variants
with customer returns and supplier returns. An over view of the advanced returns management solution of
SAP ERP 6.0 EhP4
Author: Veerabhadrappa B
Company: Deloitte Consulting India Pvt. Ltd.
Created on: 1 January 2011

Author Bio
Veerabhadrappa B. is a Senior Consultant at Deloitte Consulting India Pvt. Ltd. He has over 8
years of consulting experience in the area of SAP Materials Management.

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Table of Contents
Abstract ............................................................................................................................................................... 3
Returns Business Processes .............................................................................................................................. 3
Customer Returns – Business Process and Process Variants .......................................................................... 4
Customer Returns - High level Process Flow ................................................................................................. 4
Effective Customer Returns Management .......................................................................................................... 4
Supplier Returns – Business Process and Process Variants ............................................................................. 5
Returns to an External Vendor - High level Process Flow .............................................................................. 5
Store Return within a Company - High level Process Flow ............................................................................ 6
Cross-Company Return - High level Process Flow ........................................................................................ 6
Advanced returns management solution of SAP ERP 6.0 EhP4 ....................................................................... 6
Overview of Advance Return Management feature ........................................................................................ 7
Related Content ................................................................................................................................................ 10
Disclaimer and Liability Notice .......................................................................................................................... 12

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Abstract
An effective returns management has become more important as requirements and as a consequences
hereof, business volume increased. Customers simply expect returns as a service in the sales life cycle; they
do not by if they cannot return. Today only high quality and immaculate products are accepted. In many
industries ordering more than required followed by a return is or has become a common practice (building
industry etc).

Customer expects an efficient handling of returns together with an immediate or soon refund.
And expects clear and transparent policy of what can be returned and what will be refunded

The correct implementation of return process enables management not only to manage the reverse product
flow efficiently, but to identify opportunities to reduce unwanted returns and to control reusable assets such
as containers.

The paper is organized as follows, back ground on returns process and types of return processes and
process variants with customer returns and supplier returns. The advanced returns management solution of
SAP ERP 6.0 EhP4.

Returns Business Processes

A customer returns process

can involve supplier return

Returns management mainly comprises of two business processes, i.e. Customers returns process and
Suppliers return process.

Some cases customer return process can also involve supplier returns process as sub process for example
in case of third party sales, customer returns followed by stock transfer to other location.

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Customer Returns – Business Process and Process Variants

Customer Returns - High level Process Flow

 Returns Order – Trigger the customer return process

 Returns Delivery – Transport materials from customer to a company’s location
 Material Inspection – Find out the status of the returned materials as the basis for further logistical
steps and financial settlement with the customer
 Logistics follow-up – Move the returned material to the final destination Customer Refund -
Determine the refund amount that the customer is to receive for returned material
 Billing - Pay out the refund to the customer using credit memos

Effective Customer Returns Management

An effective returns management solution should support overall returns management strategy without
leading to actions that cause to lose customers.
Following are some of the principles that should be integrated in to the design of a returns management
to providing a faster and better returns experience, including seamless returns increases customer
loyalty.
 Align return policy with your brand promise, including service objectives and merchandise
assortment, to ensure customer satisfaction.
 Clearly communicate to customers your return policy and their return compliance status to
prevent surprises.
 Empower employees to better serve customers and prevent conflict.
 Speed the returns process to keep good customers.

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 Proactively prevent fraud at the point-of-return.

 Enable cross-channel returns to retain most profitable customers.
 Periodic review of returns policy to ensure the right balance between fraud reduction and
customer service.

Supplier Returns – Business Process and Process Variants

Returns to an External Vendor - High level Process Flow

 Returns Purchase Order – Triggers the return to vendor process

 Outbound Delivery – Triggers the transport of material from your company location to the vendor, in
particular it handles the goods issue sub process
 Material Inspection by Vendor- In this optional process you can enter results of material inspection
performed by vendor
 Invoice Verification – You enter the credit memos from the vendor in the invoice verification
application

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 Returns Management

Store Return within a Company - High level Process Flow

 Returns Purchase Order – Triggers the intra-company-code store return to process

 Outbound Delivery – Triggers the transport of material from one company location to the another, in
particular it handles the goods issue sub process
 Inbound Delivery- Handles the goods receipt process in the receiving location
 Material Inspection by Vendor- In Warehouse – Find out the status of returned material in the
receiving location as the basis for further logistical steps
 Logistical Follow-Up – Move the returned material to final destination

Cross-Company Return - High level Process Flow

 Returns Purchase Order – Triggers the cross-company-code return

 Outbound Delivery – Triggers the transport of material from one company location to the another, in
particular it handles the goods issue sub process
 Inbound Delivery- Handles the goods receipt process in the receiving location
 Material Inspection by Vendor- Find out the status of returned material in the receiving location as
the basis for further logistical steps and intercompany billing
 Logistical Follow-Up – Move the returned material to final destination
 Inter Company Billing – Condensate the material issuing company code

Advanced returns management solution of SAP ERP 6.0 EhP4

Returns have become a vital part of long-term sales relationships. Managed well, they translate in to
sales opportunities and increases customer loyalty. The advanced returns management solution of SAP
ERP 6.0 EhP4 Business Function OPS_ADVRETURNS_1 application provides the process efficiency
and transparency needed to meet today’s expectations.
Supported Business Process and Software functions:
Support for all returns methods – Handles return made at the counter, returns involving a shipment to the
warehouse, subsequent reverse logistics, and direct shipments from customer to vendor.

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Overview of Advance Return Management feature

Sales order for advance return management.
Transaction code: VA01, Document type: RE2

Purchase order for returns.

Transaction code: ME21N, Document type: NB2

Returns over view with automatically created documents.

Transaction code: MSR_TRC_C

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New Transaction for refund determination

Transaction code: MSR_CRD

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New Transaction for Return material inspection in Warehouse

Transaction code: MSR_INSPWH

New transaction to enter material inspection by vendor for return material.

Transaction code: MSR_INSP