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What processes are involved with Customer Returns? How do we create a replacement order, and what should we do if a replacement is not issued? A return is a sales document used in complaints processing for when a customer sends goods back. You enter a return in the system if the customer returns damaged goods, or goods that had been delivered for sale on approval. The return causes the system to: Register the receipt of goods using a returns delivery, and post the goods to stock (for example, blocked stock). Create a credit memo, once you have checked the goods and approved the complaint. A return is another type of sales document like a standard order. The return triggers the following functions: - Delivery (returns delivery)
When you create a return based on a complaint, you: Post the goods to your warehouse for checking And then, implement one of the following activities: - Approve the complaint and create
a credit memo
PGI (Post Goods Issue) may be cancelled by Transaction code VL09. The accounting document is just the reverse of the original PGI document. In my company, we use project stock (movement type 601 Q for PGI). VL09 creates the movement type 602 Q. But rather than VL09, the generally accepted method in my company for the reverse items is to use the movement type 653, "back to the to the storage location." The accounting document takes the cost "from" the project and moves it back "to" the storage location. The movement types are entered in the schedule lines in customizing, which are then assigned to the item categories. However, in this process, "no invoice" takes place. If you have a delivery related invoice, it should be cancelled beforehand. If you do not give replacement, the Customer Account needs to be credited. Please do not forget to create a Billing document (Formally Return Credit Memo) with reference to return delivery. It is very important in order to close the cycle. If you do not create a return credit memo, your delivery will keep appearing in the "Billing Due" list and with status "Being processed". When you create a return order type RE, the billing type is picked up as RE (Return Credit Memo) automatically. When you are creating a replacement, you can create a replacement order, delivery, and billing. To create the replacement order, you can define an order type by copying from order type OR. In the copy control, you can define the relevant item categories from RE to OR. You can make reference Mandatory for this order type. The delivery type for this replacement order type will be LF and billing type F2.
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