SCM600_EN_Col92_FV_Part_A4 (第8页)

第 314 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Lesson: Returns

Lesson Overview

Thislessonprovidesanoverviewofreturnsprocessing.

Lesson Objectives

After completingthislesson, you will beable to:

• Carryoutandexplainindetailreturnsprocessing

Business Example

• Damagedorfaultygoodsandincorrectinvoicesresultincomplaints.

• If complaints are made regarding valuable goods, the goods must be

returned. The damaged material must first be checked. It is stored in a

special area for this purpose.

• Ifthecomplaintisjustified,thecustomersreceiveacreditmemo. Itmustbe

ensuredherethatthecorrectamountiscreditedtothecustomeraccount.

• Beforeacreditmemoisissued,itmustbeapprovedbyanauthorizedperson.

Returns

Figure 110: Returns Processing

294

第 315 页 / 共 473 页

SCM600 Lesson: Returns

Returnscanbecreatedwithreferencetoabillingdocumentorasalesorder. In

thisway,thesystemreceivesalltherequireddataabout,forexample,quantities

andpriceagreementsfromtheoriginaldocument,therebyensuringthatthecorrect

document is processed further.

Forevaluationpurposes,youmustenteranorderreason.

Returns processing requires that an approval step is carried out, which is

implemented by an automatic billing block.

When the damaged/defective goods arrive at your warehouse, post the goods

receiptonthebasisofareturnsdelivery. Itisusuallypostedtoaseparatereturns

stockratherthantotheunrestricted-usestock. Thispostingcanbemadebeforeor

after the credit memo has been created.

Oncethereturnshavebeenapproved(thatis,thebillingblockhasbeenremoved),

the credit memo and the required accounting documents are generated as a

resultofthebillingprocess. Thecorrectamountisautomaticallycreditedtothe

customer account. This step can be carried out independently of the inbound

delivery of the damaged/defective goods.

295

第 316 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Lesson Summary

You should now be able to:

• Carryoutandexplainindetailreturnsprocessing

296

第 317 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

Lesson: Invoice Correction Requests

Lesson Overview

Thislessonexplainsthefunctionofaninvoicecorrectionrequest.

Lesson Objectives

After completingthislesson, youwillbeable to:

• Useaninvoicecorrectionrequestandexplaintheprocessindetail

• Cancel a billing document

Business Example

• Damagedorfaultygoodsandincorrectinvoicesresultincomplaints.

• Ifthebillingdocumentcontainsmistakes,theappropriatecorrectionsmust

be made.

Invoice Correction Requests

Figure 111: Processing Invoice Corrections

The invoice correction is used to correct quantities or values for which the

customerhasalreadybeenbilled. Aninvoicecorrectionrequestisalwayscreated

with referenceto theincorrect billing document.

The customer receives a document containing the following information: the

quantityandpricethatwereoriginallycalculated,thecorrectquantityandprice,

andtheamountcreditedtoordebitedfromthecustomeraccount.

297

第 318 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Figure 112: Invoice Correction Procedure

Intheinvoicecorrectionrequest,acredit/debitmemoitemisgeneratedforeach

itemontheincorrectbillingdocument. Whenprocessingbegins, therefore,the

net value of the document is zero. All the credit memo items are listed in the

document followed by the debit memo items.

Changescanonlybemadetothedebitmemoitems. Thenetvaluestobecredited

arederivedfromthedifferencebetweenthecreditanddebitmemoitems.

Credit/debit memo items are always deleted in pairs. Item pairs that have not

been changed can be deleted.

298

第 319 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

Canceling a Billing Document

Figure 113: Canceling a Billing Document

Abillingdocumentmayhavetobecanceled,forexample,ifthepaymentterms

or address of the payer have changed.

Inthiscase, aseparate billing document (cancellation billing document) and a

newaccountingdocumentaregenerated. Thisrevisesallthepostingsmadeasa

resultoftheincorrectbillingdocumentbyrepostingeachpostingitemwiththe

opposite symbol.

299

第 320 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

300

第 321 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

Exercise 12: Complaints Processing

Exercise Objectives

After completingthisexercise, youwillbeableto:

• Process returns and credit memos

Business Example

Acustomerbuysheadlightsfromyou. Aftertheheadlightshavebeendelivered

tothecustomerandhehaspaid, thecustomersendsacomplainttosaythatone

of the headlights does not work. You agree with the customer that he will be

givencreditfortheamounthehasalreadypaid. Thecustomerthenmakesanother

complaint about another headlight. You ask him to send theheadlight back so

that you can check it.

Task 1:

You sell headlights. Create the sales order, outbound delivery and billing

document for this.

1. Createastandardorderforthefollowingcustomerpurchaseorder.

Purchase order

Customer: T-S50A##

Purchaseordernumber: 9-111

Requesteddeliverydate: in 10 days

Material Quantity

T-AS1## 10

Savetheorderandwritedownthedocumentnumber.

___________________________________

2. Createanoutbounddeliveryfortheprevioussalesorder.

Savetheoutbounddeliveryandrecordthedocumentnumber.

___________________________________

3. Pick thedelivery and post the goods issue.

Createatransferrequestasabasisforgoodsmovementinthewarehouseand

toprintthepickinglist. Enterthetransferorderfortheoutbounddelivery

from the previous task:

Continued on next page

301

第 322 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Warehouse number 010

Plant 1000

Process Background

AdoptPick.Quantity2(includepick. quantitiesindeliveryandpostGI)

Record the transfer order number.

___________________________________

4. Createthe billing document for the outbound delivery from the previous

task: Savethebillingdocumentandwritedownthedocumentnumber.

___________________________________

Task 2:

Afterthecustomerhasreceivedthematerialsandhaspaid, herealizesthatone

of theheadlightsisdefective. Youdeterminethatthisdamageoccurredduring

transportation. Youagreewiththecustomer thathecankeeptheheadlight and

willbecreditedwiththeamountpaid. Youcarryoutcreditmemoprocessing.

1. Create a credit memo request (order type CR) with reference to the

standardorderyoucreatedinthefirstexerciseofthisunitforaheadlight.

Hint: Youenteracreditmemorequestwiththesametransactionas

asalesorder. ChooseCreatewithReferencetoOrder. Thenchoose

Selectionlist,changethequantityto1,andchooseCopy.

2. OntheSalestabpage,enterDamagedintransitastheorderreason.

3. Savethecreditmemorequestandrecordthedocumentnumber.

___________________________________

Task 3:

Thecreditmemorequestischeckedandapprovedbythepersonresponsible.

1. Releasethecreditmemorequestforbillingbyremovingthebillingblock.

Hint: Changethecreditmemorequestandremovethebillingblock

ontheSalesorItemoverviewtabpagebyselectingtheblankentry

(last row) from the F4 input help.

Continued on next page

302

Warehouse number	010
Plant	1000
Process	Background

第 323 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

Task 4:

Oncethecredit memo request hasbeenreleased, it can bebilledand thecredit

memo can be created.

1. Createthecreditmemoforthecreditmemorequest.

Hint: To create credit memos, use the same transaction as for

creating billing documents.

2. Savethecreditmemoandrecordthedocumentnumber.

___________________________________

Task 5:

The customer later makes a further complaint saying that another headlight

is defective. This time, you want the customer to return the headlight so that

the damage can be inspected. You agree with the customer that he sends the

headlight back and that he will be credited with the amount paid. Carry out

returns processing.

1. Createareturn(ordertypeRE)withreferencetothestandardorderyou

createdinthefirstexerciseofthisunitforaheadlight.

Hint: Youenterreturnswiththesametransactionasasalesorder.

ChooseCreatewithReferencetoOrder. ThenchooseSelectionlist

and change the quantity to 1 unit.

2. OntheSalestabpage,enterReturnsastheorderreason.

3. Savethereturnsandrecordthedocumentnumber.

___________________________________

Task 6:

Thedefectiveheadlighthasarrived. Processthedeliveryandthegoodsreceipt.

1. Createthereturnsdeliverydocumentfortheheadlight.

Hint: Tocreateareturnsdeliverydocument, chooseLogistics→

SalesandDistribution→ShippingandTransportation→Outbound

Delivery→Create→SingleDocument→WithReferencetoSales

Order. Use shipping point Z0##.

Continued on next page

303

第 324 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

2. Postthegoodsreceiptandmakeanoteofthenumberofthereturnsdelivery

document.

____________________________

Hint: ThegoodsreceiptispostedintheCreate/ChangeDelivery

transaction. Choose Post GoodsReceipt.

3. Checkthestockoverviewfortheheadlightinplant1000toensurethatthe

oneiteminquestionislocatedinaseparatestockforreturns.

Hint: Inventorymanagementiscarriedoutinmaterialsmanagement.

UsethetransactionLogistics→MaterialsManagement→Inventory

Management→Environment→Stock→StockOverview. Choose

plant 1000.

Task 7:

Thereturnsarecheckedandapprovedbythepersonresponsible.

1. Releasethereturnsforbillingbyremovingthebillingblock.

Hint: ChangethereturnsandremovethebillingblockontheSales

or Itemoverview tab pagebyselectingthelast entry(emptyrow)

from the F4 input help.

Task 8:

Oncethereturnshavebeenreleased,theycanbebilledandthecreditmemofor

returns can be created.

1. Createthecreditmemoforreturnsforthereturnedgoods.

Hint: To create credit memos, use the same transaction as for

creating billing documents.

2. Savethecreditmemoforreturnsandrecordthedocumentnumber.

___________________________________

Task 9:

Questionsaboutreturnsandcreditmemoprocessing

1. Canyoucreateadeliverydocumentforacreditmemorequest?

Continued on next page

304

第 325 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

___________________________________________________________

2. Do you haveto createa credit memo request or areturns document with

referenceto asalesorder or billing document?

___________________________________________________________

3. Why would you create a credit memo request or returns document with

reference to a sales order?

___________________________________________________________

4. Which document would you create if the billing document contains a

different quantity or price?

___________________________________________________________

5. Cananinvoicecorrectionrequestalsobecreatedwithreferencetoasales

order?

___________________________________________________________

6. Whydoyouhavetoenteranorderreasonforreturnsorcredit/debitmemo

requests?

___________________________________________________________

7. Beforeacreditmemocanbecreatedasaresultofbilling,anapprovalstep

maybenecessaryforthecreditmemorequest. Whatfieldisusedhere?

___________________________________________________________

8. After you have created a billing document, you notice that the terms of

paymentareincorrect. Whatstepsdoyouneedtotaketocorrectthiserror?

___________________________________________________________

305

第 326 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Solution 12: Complaints Processing

Task 1:

You sell headlights. Create the sales order, outbound delivery and billing

document for this.

1. Createastandardorderforthefollowingcustomerpurchaseorder.

Purchase order

Customer: T-S50A##

Purchaseordernumber: 9-111

Requesteddeliverydate: in 10 days

Material Quantity

T-AS1## 10

Savetheorderandwritedownthedocumentnumber.

___________________________________

a) Logistics→SalesandDistribution→Sales→Order→Create

Choose Save.

Thedocumentnumberisassignedinternallybythesystem.

2. Createanoutbounddeliveryfortheprevioussalesorder.

Savetheoutbounddeliveryandrecordthedocumentnumber.

___________________________________

a) Logistics→SalesandDistribution→ShippingandTransportation→

OutboundDelivery→Create→SingleDocument→WithReference

to Sales Order

To be able to enter the outbound delivery at an earlier date, set the

selectiondate20daysintothefuture. UseshippingpointZ0##.

Choose Save.

Thedocumentnumberisassignedinternallybythesystem.

3. Pick the delivery and post thegoods issue.

Createatransferrequestasabasisforgoodsmovementinthewarehouseand

toprintthepickinglist. Enterthetransferorderfortheoutbounddelivery

from the previous task:

Continued on next page

306

第 327 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

Warehouse number 010

Plant 1000

Process Background

AdoptPick.Quantity2(includepick. quantitiesindeliveryandpostGI)

Record the transfer order number.

___________________________________

a) Logistics→SalesandDistribution→ShippingandTransportation→

Picking→CreateTransferOrder→SingleDocument

Thedocumentnumberisassignedinternallybythesystem.

b) Choose Save

4. Createthe billing document for the outbound delivery from the previous

task: Savethebillingdocumentandwritedownthedocumentnumber.

___________________________________

a) Logistics→SalesandDistribution→Billing→Billing Document

→ Create

Choose Save.

Thedocumentnumberisassignedinternallybythesystem.

Continued on next page

307

Warehouse number	010
Plant	1000
Process	Background

第 328 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Task 2:

Afterthecustomerhasreceivedthematerialsandhaspaid, herealizesthatone

of theheadlightsisdefective. Youdeterminethatthisdamageoccurredduring

transportation. Youagreewiththecustomer thathecankeeptheheadlight and

willbecreditedwiththeamountpaid. Youcarryoutcreditmemoprocessing.

1. Create a credit memo request (order type CR) with reference to the

standardorderyoucreatedinthefirstexerciseofthisunitforaheadlight.

Hint: Youenteracreditmemorequestwiththesametransactionas

asalesorder. ChooseCreatewithReferencetoOrder. Thenchoose

Selectionlist,changethequantityto1,andchooseCopy.

a) Logistics→SalesandDistribution→Sales→Order→Create

Order type Credit memo request.

Choose Create with Reference.

ChoosetheOrdertabpageandentertheordernumber.

Choose Item Selection.

Change the open quantity to 1 unit.

Choose Copy.

2. OntheSalestabpage,enterDamagedintransitastheorderreason.

a) ChoosetheSalestabpageandenterDamaged in transitinthe

Order reason field.

3. Savethecreditmemorequestandrecordthedocumentnumber.

___________________________________

a) Choose Save.

Thedocumentnumberisassignedinternallybythesystem.

Continued on next page

308

第 329 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

Task 3:

Thecreditmemorequestischeckedandapprovedbythepersonresponsible.

1. Releasethecreditmemorequestforbillingbyremovingthebillingblock.

Hint: Changethecreditmemorequestandremovethebillingblock

ontheSalesorItemoverviewtabpagebyselectingtheblankentry

(last row) from the F4 input help.

a) Logistics→SalesandDistribution→Sales→Order→Change

ChoosetheSalesorItemoverviewtabpageandselectthelastentry

(blank)fromtheF4inputhelpfortheBillingblockfield.

Task 4:

Oncethecredit memo request hasbeenreleased, it can bebilledand thecredit

memo can be created.

1. Createthecreditmemoforthecreditmemorequest.

Hint: To create credit memos, use the same transaction as for

creating billing documents.

a) Logistics→SalesandDistribution→Billing→Billing Document

→ Create

2. Savethecreditmemoandrecordthedocumentnumber.

___________________________________

a) Choose Save.

Thedocumentnumberisassignedinternallybythesystem.

Continued on next page

309

第 330 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Task 5:

The customer later makes a further complaint saying that another headlight

is defective. This time, you want the customer to return the headlight so that

the damage can be inspected. You agree with the customer that he sends the

headlight back and that he will be credited with the amount paid. Carry out

returns processing.

1. Createareturn(ordertypeRE)withreferencetothestandardorderyou

createdinthefirstexerciseofthisunitforaheadlight.

Hint: Youenterreturnswiththesametransactionasasalesorder.

ChooseCreatewithReferencetoOrder. ThenchooseSelectionlist

and change the quantity to 1 unit.

a) Logistics→SalesandDistribution→Sales→Order→Create

Order type Returns

Choose Create with Reference.

ChoosetheOrdertabpageandentertheordernumber.

Choose Item Selection.

Change the open quantity to 1 unit.

Choose Copy.

2. OntheSalestabpage,enterReturnsastheorderreason.

a) ChoosetheSalestab page andenterReturns intheOrderreason

field.

3. Savethereturnsandrecordthedocumentnumber.

___________________________________

a) Choose Save.

Thedocumentnumberisassignedinternallybythesystem.

Continued on next page

310

第 331 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

Task 6:

Thedefectiveheadlighthasarrived. Processthedeliveryandthegoodsreceipt.

1. Createthereturnsdeliverydocumentfortheheadlight.

Hint: Tocreateareturnsdeliverydocument, chooseLogistics→

SalesandDistribution→ShippingandTransportation→Outbound

Delivery→Create→SingleDocument→WithReferencetoSales

Order. Use shipping point Z0##.

a) Logistics→SalesandDistribution→ShippingandTransportation→

OutboundDelivery→Create→SingleDocument→WithReference

to Sales Order

In the Order field, enter the returns document number created in

Task 5.

2. Postthegoodsreceiptandmakeanoteofthenumberofthereturnsdelivery

document.

____________________________

Hint: ThegoodsreceiptispostedintheCreate/ChangeDelivery

transaction. ChoosePost GoodsReceipt.

a) Choose Post Goods Receipt.

Thedocumentnumberisassignedinternallybythesystem.

3. Checkthestockoverviewfortheheadlightinplant1000toensurethatthe

oneiteminquestionislocatedinaseparatestockforreturns.

Hint: Inventorymanagementiscarriedoutinmaterialsmanagement.

UsethetransactionLogistics→MaterialsManagement→Inventory

Management→Environment→Stock→StockOverview. Choose

plant 1000.

a) Logistics → Materials Management → Inventory Management →

Environment → Stock →StockOverview

Chooseplant1000. 1unitislocatedinthereturnsstock.

Continued on next page

311

第 332 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Task 7:

Thereturnsarecheckedandapprovedbythepersonresponsible.

1. Releasethereturnsforbillingbyremovingthebillingblock.

Hint: ChangethereturnsandremovethebillingblockontheSales

or Itemoverview tab pagebyselectingthelast entry(emptyrow)

from the F4 input help.

a) Logistics→SalesandDistribution→Sales→Order→Change

ChoosetheSalesorItemoverviewtabpageandselectthelastentry

(blank)fromtheF4inputhelpfortheBillingblockfield.

b) Choose Save

Task 8:

Oncethereturnshavebeenreleased,theycanbebilledandthecreditmemofor

returns can be created.

1. Createthecreditmemoforreturnsforthereturnedgoods.

Hint: To create credit memos, use the same transaction as for

creating billing documents.

a) Logistics →Salesand Distribution → Billing →Billing Document

→ Create

2. Savethecreditmemoforreturnsandrecordthedocumentnumber.

___________________________________

a) Choose Save.

Thedocumentnumberisassignedinternallybythesystem.

Task 9:

Questionsaboutreturnsandcreditmemoprocessing

1. Canyoucreateadeliverydocumentforacreditmemorequest?

___________________________________________________________

a) No. In credit memo processing, no deliveries or goods movements

occur.

2. Do you haveto create a credit memo request or a returnsdocument with

referenceto asalesorder or billing document?

Continued on next page

312

第 333 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

___________________________________________________________

a) No. Acreditmemorequest or returnsdocument canalsobecreated

without referenceto another document.

3. Why would you create a credit memo request or returns document with

reference to a sales order?

___________________________________________________________

a) When you create a credit memo request or returns document with

reference to a sales order, the system receives all the required data

(customer data, material data, quantity, andprice) fromthe original

document.

4. Which document would you create if the billing document contains a

different quantity or price?

___________________________________________________________

a) Aninvoicecorrectionrequestisusedforcorrectingquantitiesorother

values in billing documents.

5. Cananinvoicecorrectionrequestalsobecreatedwithreferencetoasales

order?

___________________________________________________________

a) No. Aninvoicecorrectionrequestisalwayscreatedwithreferencetoa

billing document.

6. Whydoyouhavetoenteranorderreasonforreturnsorcredit/debitmemo

requests?

___________________________________________________________

a) Theorderreasonisenteredsothatthatcausesofcomplaintscanlater

be evaluated.

7. Beforeacreditmemocanbecreatedasaresultofbilling,anapprovalstep

maybenecessaryforthecreditmemorequest. Whatfieldisusedhere?

___________________________________________________________

a) TheBillingBlockfield. Thecreditmemorequestissubjecttoabilling

block,whichpreventsimmediateorautomaticbilling. Oncethecredit

memo request hasbeenapproved, thebilling block can beremoved

and the document billed.

This step can be avoided, however, by making the appropriate

Customizingsettingforthe“creditmemorequest”documenttypeso

thatthesystemdeactivatesthebillingblockoption.

Continued on next page

313

第 334 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

8. After you have created a billing document, you notice that the terms of

paymentareincorrect. Whatstepsdoyouneedtotaketocorrectthiserror?

___________________________________________________________

a) Youcancelthebillingdocument,correctthetermsofpaymentinthe

salesorder, and carry out billing again.

314

第 335 页 / 共 473 页

SCM600 Lesson: Invoice Correction Requests

Lesson Summary

You should now be able to:

• Useaninvoicecorrectionrequestandexplaintheprocessindetail

• Cancel a billing document

315

第 336 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Lesson: Advanced Returns Management

Lesson Overview

Thislessonprovidesanoverviewof AdvancedReturnsManagement, whichis

availableasof SAPERP 6.0EnhancementPackage4.

Lesson Objectives

After completingthislesson, you will beable to:

• ExecuteacomplaintsprocessusingAdvancedReturnsManagement

• Explain andusethereturnsoverviewfunction

Business Example

The following typical customer returns scenarios require Advanced Returns

Management:

• Thecustomer contactshislocalbranchor distributioncenterandinforms

theinternalsalesrepresentativethathewantstoreturnsomegoodsthatare

stillatthecustomersite. Thesalesrepresentativecreatesareturnsorderto

initiatethereturnofmaterialstoacompanylocation.

• Thecustomer contactshislocalbranchor distributioncenterandinforms

thesalesrepresentativethathewantstoreturnsomegoodsthatarestillat

thecustomersite. Thesalesrepresentativedecidesthatthematerialsmust

bereturneddirectlytothevendorandcreatesareturnsordertoinitiatethe

return of materials to the vendor.

• Thecustomercallsaninternalsalesrepresentativeandinformshimthatshe

wantstoreturnsomegoods. However, thesalesrepresentativedecidesto

performtheinspectionatthecustomersitebeforeinitiatingaphysicalreturn.

• The customer either returns the goods to the counter directly, or ships a

quantity of goods to a warehouse or distribution center without advance

notice.

Overview

Advanced Returns Management (transaction type RE2) provides advanced

functions compared to the classic returns (transaction type RE) that provide

end-to-endsupportforthereturnsprocess. Customerreturnsinvolvethereturn

of goods from a customer to a company location. With Advanced Returns

Management, all returnsmethodscanbehandledandautomated, includingfor

example, returns made at the counter, returns that involve a shipment to the

warehouse–includingsubsequentreverselogistics–anddirectshipmentsfrom

customer to vendor.

316

第 337 页 / 共 473 页

SCM600 Lesson: Advanced Returns Management

Advanced Returns Management also provides for the automatic creation and

trackingof all the documentsnecessaryfor logistical andfinancialprocessing.

These include returns deliveries, goods movements, returns purchase orders,

returns stock transport orders, and credit memos.

Hint: Customer returns that involve a shipment to other company

locationsortoexternalvendorsalsorequiresupplierreturnsprocessing.

ThefollowingfigureillustratesthecustomerreturnsprocessinAdvancedReturns

Management viatheassociated document flow:

Figure 114: Documentflow Advanced ReturnsManagement

Caution: ActivatethebusinessfunctionOPS_ADVRETURNS_1thatis

deliveredwithSAPERP6.0EnhancementPackage4inCustomizingto

beabletousethefunctionsofAdvancedReturnsManagementbasically.

Once activation iscomplete, you canavail of the corresponding menu

pathsandCustomizingoptionsthat areprovided.

Creating the Customer Returns Order

The customer returns order triggers the customer returns process. It contains

informationthatisthebasisforthesubsequentlogisticalandfinancialprocessing

ofthereturn. Thisincludestheautomaticcreationoffollow-updocuments.

317

第 338 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

A returns order can be created with reference to a previous sales order or the

relatedbillingdocument. Thereturnsinformationforacustomerreturnsorderis

retained at item level of the operation.

Recording Material Inspection Results

Youcanrecordtheresultsofamaterialinspectionthatwascarriedoutonreturned

materials. Salesrepresentativesandwarehouseemployeescanenterinspection

results directly in the returns order for materials that have been handed over

physicallyatthecounterorthathavebeenshippedtothewarehousewithoutprior

announcement. WarehouseemployeescanusethetransactionMaterialInspection

inWarehousetoenterinspectionresultsforreturnsdeliveriesrelatedtoareturns

order. Youcangenerateaworklistofreturnsdeliveriesthatrequireinspection.

You can enter inspection information at header or item level, depending on

whether the results vary for the items. You can split the delivery item if the

subquantitiesofthereturnsmaterialhavedifferentstatuses.

Inspection results can be used as the basis for determining the appropriate

logisticalfollow-upactivityandtheappropriatecustomerrefund.

YoucanfindthetransactionforrecordingmaterialinspectionresultsviaLogistics

→CentralFunctions→AdvancedReturnsManagement→MaterialInspection.

Decision on Logistical Follow-Up Activities

You use logistical follow-up activitiesto specify the next step in the logistical

processing of a returned material. Examples of logistical follow-up activities

includeTransfertoFreeAvailableStock,ShiptoVendorandTransfertoScrap.

Salesrepresentativesorwarehouseemployeescanentertheinformationrequired

for the selected logistical follow-up activity directly in the returns order for

materialsthathavebeenhandedoverphysicallyatthecounterorthathavebeen

shippedtothewarehousewithoutpriorannouncement.

The system automatically creates the corresponding follow-up document. The

settingsforlogisticalfollow-upandrefundcontrolareusedasthebasishere.

Customer Refund Determination

You use customer refund determination to determine how much to refund the

customerandthentocreatethecorrespondingcreditmemorequest. Inthereturns

order,salesrepresentativesspecifywhenandhowthecustomeristoberefunded.

Theycanalsospecify therefund amountsimplyby selectingarefundcode. If

the refund cannot befully processed in the returnsorder, sales representatives

andreturnsmanagerscanusethetransactionCustomerRefundDeterminationto

definetherefundamount. Thistransactionprovidescomprehensiveinformation

frompreviousprocessstepstohelptheuserdeterminetherefundamount. You

cangenerateaworklistofreturnsordersthatrequirerefunddetermination.

318

第 339 页 / 共 473 页

SCM600 Lesson: Advanced Returns Management

You can find the transaction for this via Logistics → Central Functions →

AdvancedReturnsManagement→ReturnsRefundDetermination.

Process Monitoring

Inthereturnsoverview,youcananalyzeallthestepsinthereturnsprocess,allthe

follow-updocumentscreatedaspartoftheprocess,aswellasinformationabout

the statusof logistical processingand refunding.

Thereturnsoverviewisdividedintothefollowingareas:

• The selection area allows you to generate a list of all customer returns

processes for monitoring

• Theheaderlistshowsthecustomerreturnsordersthatmeetyourselection

criteria

• Theitemlistshowsalltheitemsofaselectedreturnsorder

• Thedetailtreeshowsallthestepsintheselectedreturnsprocesswithlinksto

the corresponding documents

Figure 115: Screen Layout of Returns Overview

You can find the transaction for process monitoring via Logistics → Central

Functions→AdvancedReturnsManagement→ReturnsOverview.

319

第 340 页 / 共 473 页

Unit7: ComplaintsProcessing SCM600

Lesson Summary

You should now be able to:

• ExecuteacomplaintsprocessusingAdvancedReturnsManagement

• Explain andusethereturnsoverviewfunction

320

第 341 页 / 共 473 页

SCM600 Unit Summary

Unit Summary

You should now be able to:

• Process a complaint with reference to a previous sales and distribution

process

• Carryoutandexplainindetailcreditmemoprocessing

• Carry outandexplain indetailreturnsprocessing

• Useaninvoicecorrectionrequestandexplaintheprocessindetail

• Cancel a billing document

• ExecuteacomplaintsprocessusingAdvancedReturnsManagement

• Explain anduse the returnsoverview function

321

第 342 页 / 共 473 页

UnitSummary SCM600

322

第 343 页 / 共 473 页

第 344 页 / 共 473 页

第 345 页 / 共 473 页

Unit 8

Analyses for Sales and Distribution

Processes

Unit Overview

This unit looks at the different options available for analyzing sales and

distribution data.

Unit Objectives

After completing thisunit, you will beableto:

• Uselistprocessingtolocateandevaluateinformation

• AnalyzeSDinformationusingthetoolsavailableintheSalesInformation

System (SIS)

• Definethecomponentsofinformation structures

• DescribehowSAPBusinessInformationWarehouseworks

Unit Contents

Lesson: Lists and Reports.....................................................324

Exercise 13: Lists and Reports...........................................331

Lesson: Sales Information System...........................................341

Exercise 14: Sales Information System .................................349

Lesson: Business Information Warehouse..................................358

323

第 346 页 / 共 473 页

Unit8: AnalysesforSalesandDistributionProcesses SCM600

Lesson: Lists and Reports

Lesson Overview

This lesson explains list evaluation options.

Lesson Objectives

After completingthislesson, you will beable to:

• Uselistprocessingtolocateandevaluateinformation

Business Example

• IDES,Inc. reviewsallareasofitsbusinesstoidentifyopportunitiestoreduce

costs and improve efficiency.

• Inordertoensureefficientsalesorderprocessing,openoperationsmustbe

identifiedquicklyanddetailedinformationfromdocumentshastobelisted

specifically.

Lists and Reports

Figure 116: SourcesofSales and Distribution Information

TheSalesInformationSystem(SIS)belongstoSalesandDistribution. WithSIS,

youcan compressdatafromsales documentstoobtaininformationwhich will

helpyoumakestrategicbusinessdecisions. SIScontainsstandardanalysesaswell

asflexibleanalysestohelpyouevaluatestatisticaldata.

SAP provides list functions to create worklists in sales, delivery, picking, and

billing.

324

第 347 页 / 共 473 页

SCM600 Lesson: Lists and Reports

TheLogisticsInformationLibraryallowsyoutointegratestandardandflexible

analyses as well as your own reports. You can structure and enhance the

information library as you require.

In casethestandard reportsdo not fulfill your requirements, youcan use SAP

queriestoextractinformationfromthedatabaseintoareport.

Figure 117: Lists and Reports

Thesystemprovidesliststosupporttheentiresalesordermanagementcycle.

Lists fall into two categories.

• Online lists:

Onlinelistsdisplay,forexample,sales,delivery,orbillingdocumentsfora

customer, amaterial, or acombination of both.

Otheronlinelistsdisplaydocumentswithastatusthatrequiresprocessing.

• Worklists:

(forinstance,alldocumentsthatareblockedfordelivery)

Worklistsallowyoutoselectcertain tasksinsalesanddistributionandto

process them afterwards. You select the tasks according to your area of

responsibilityandtovariousselectioncriteria(suchasdate,organizational

element, or customer).

325

第 348 页 / 共 473 页

Unit8: AnalysesforSalesandDistributionProcesses SCM600

Figure 118: Example: List of Sales Orders

Enter the information you want to use to restrict the options, on the selection

screen. Thesystemthendisplaysalistoftherelevantdocuments.

You can edit the list further by:

• Using filter, sort, and sum up functions

• Addingor deletingadditionalfields(columns)

From the list, you can also:

• Displayorchangeasalesorderandreturntothelist

• Display statusinformation (overall status, delivery status, and so on) for

each document

326

第 349 页 / 共 473 页

SCM600 Lesson: Lists and Reports

Figure 119: Example: Documents with a Specific Status

You can display document lists using the date and some additional selection

criteria. For example, you can:

• Displaylistsoftheinquiriesor quotationswhicharetobeprocessedbya

specified point in time

• Displaylistsofallsalesordersthatstillhavetobedelivered

• Display listsof theincompletesalesanddistributiondocumentsinwhich

importantinformationforthesubsequentprocessstepsismissing

327

第 350 页 / 共 473 页

Unit8: AnalysesforSalesandDistributionProcesses SCM600

Figure 120: Processing Worklists

Thesystemprovidestoolsthatyoucanusetoprocessdifferentworklists.

In the first step, you use specific criteria (for instance, date, responsible

organizational unit, and so on) to select from all documents that need to be

processed. Bydoingthis, youcanorganizetheorganizetheworktomeet your

business requirements.

In the second step, the system processes this worklist. Tasks from various

referencedocuments can begrouped together appropriately and multiple tasks

fromapreviousdocumentcanbesplitintoseveraldocuments.

TheDeliveryDueListandBillingDueListarejusttwoexamplesofworklists.

328

第 351 页 / 共 473 页

SCM600 Lesson: Lists and Reports

Figure 121: Document Flow

Documentflowisanotheronlinelistfunction. Itdisplaysthehistoryofsuccessive

documents.

Documentflowtrackstheprogressofasalesorderinordertorespondtocustomer

inquiries. Itshowsalldocumentsassociatedwiththesalesorder.

Youcanselectadocumenttodisplayitandthenreturntothedocumentflow.

Youcanalsodisplaythestatusoftheentiredocumentandofeachlineitem.

329

第 352 页 / 共 473 页

Unit8: AnalysesforSalesandDistributionProcesses SCM600

330

第 353 页 / 共 473 页

SCM600 Lesson: Lists and Reports

Exercise 13: Lists and Reports

Exercise Objectives

After completingthisexercise, youwillbeableto:

• UseSDanalysistoolsandadjustthemtoyourrequirements

• Useliststoorganizeinformationoncurrentbusinessprocesses

Business Example

IDES,Inc. must ensurethat all phasesofsalesorder managementareefficient

andeffective. Todothis,theyrequireinstantaccesstolistsandonlinereporting

forcustomerservice, shipping, andinvoiceprocessingactivities. Theyalsouse

liststofindimportantinformation if, forexample, theydonot knowtheactual

document number.

Eachdepartmenthasspecificliststheyuse; examplesincludepreparinglistsof

salesordersreadyfordeliverycreation,listsofdeliveriesreadyforpickingand

shipping,listsofshippedoutbounddeliveriesreadyforbilling,andlistsofblocked

documents requiring special attention.

IDES, Inc. must also answer customer questions regarding quotations, sales

orders, outbound deliveriesand billingdocuments.

Task 1:

The sales and distribution departments require reporting and analysis for the

currentSDprocessesonamonthlybasisatdocumentlevel.

1. CheckwhetherthereareanyopenordersforthematerialT-AS3##forthe

currentandthepastmonth. Useasuitablelisttodothis.

Hint: Use the menu path:

Logistics→SalesandDistribution→Sales→InformationSystem

→ Orders → List of Sales Orders

Choose Open sales orders.

2. DisplayalistofalltheordersthathavebeencreatedformaterialT-AS1##

in the course of this month.

3. Branch to an order and enter the employee Melanie Mayer (personnel

number1701)asasalesrepresentative. Returntothelist.

Hint: Youcanbranchtoanorderbydouble-clickingontheentry.

Continued on next page

331

第 354 页 / 共 473 页

Unit8: AnalysesforSalesandDistributionProcesses SCM600

4. Choose the display variantOrder item.

Hint: ChooseSettings→Layouts→Choose.

Task 2:

Process the list you executed in the last step according to your management’s

requirements.

1. Sortthelistinascendingorderbasedonsold-topartynumbers.

Hint: SelecttheSold-topartycolumnandchooseSortinascending

order.

2. Restrict the list to standard orders.

Hint: SelecttheSalesDocumentTypecolumnandchooseSetfilter.

Restrict the list tosalesdocument toOR.

3. Determinethenetvaluethathasbeenobtainedforthismaterialinthegiven

period of time.

Hint: SelecttheNetvaluecolumnandchooseAddupvalues.

4. Movethedocumentnumbercolumntotheleftendofthelistanddeletethe

purchasing order column from the list.

Hint: ChooseCurrent(or→Settings→Layouts→Current). Select

theSDdocumententryandchooseSelectedrow(s)uponeposition.

Alternatively,youcanmovetheitemsbyusingdraganddrop.

5. Includetheinformationonorder quantity, plant and shipping point at the

end of the list.

Hint: Choose Current. Select the last line. Select the relevant

entriesintherighttable,chooseShowselectedfieldsthenCopy.

6. Display subtotals for each sold-to party.

Hint: MarktheSold-topartycolumnandchooseSubtotal.

Continued on next page

332

第 355 页 / 共 473 页

SCM600 Lesson: Lists and Reports

7. Optimize the column width.

Hint: Choose→Settings→Columns→Optimizewidth.

8. Saveyourprocessedlistasauser-specificdisplayvariantwiththename:

LayoutSCM600-##andthedescriptionOrderlist##.

Hint: Choose→Settings→Layout→Save.

9. Set your layout as the initial variant.

Hint: Choose→Settings→Layouts→Administration. Selectyour

variantandchooseSetinitialvariantandthenSave.

10. Returntothelistoforders. Sendthelisttoanothercourseparticipant,anda

copy toyourselfalso, and addashortnotetoit.

Hint: Choose Send.

As the sender, enter the desired course participant's User-id

(SCM600-##) and your User-ID in the Recipient fields. Select

Recip. type B SAP Logon Name for each User-id. Select the

Expr.mail option.

11. CallupthelistusingyourvariantandmaterialT-AS2##.

Continued on next page

333

第 356 页 / 共 473 页

Unit8: AnalysesforSalesandDistributionProcesses SCM600

Task 3:

Questions on lists and reports

1. List examples of typesof standard reports.

2. When you process and display lists, what are some of the key features

available when editing?

3. Nametwotypesofworklistsyougeneratedinthiscourse.

4. What is a display variant?

334

第 357 页 / 共 473 页

SCM600 Lesson: Lists and Reports

Solution 13: Lists and Reports

Task 1:

The sales and distribution departments require reporting and analysis for the

currentSDprocessesonamonthlybasisatdocumentlevel.

1. CheckwhetherthereareanyopenordersforthematerialT-AS3##forthe

currentandthepastmonth. Useasuitablelisttodothis.

Hint: Use the menu path:

Logistics→SalesandDistribution→Sales→InformationSystem

→ Orders → List of Sales Orders

Choose Open sales orders.

a) Logistics→SalesandDistribution→Sales→InformationSystem→

Orders → List of Sales Orders

Choose Open sales orders.

2. DisplayalistofalltheordersthathavebeencreatedformaterialT-AS1##

in the course of this month.

a) Enter material number T-AS1##.

3. Branch to an order and enter the employee Melanie Mayer (personnel

number1701)asasalesrepresentative. Returntothelist.

Hint: Youcanbranchtoanorderbydouble-clickingontheentry.

a) Double-click the order.

Choose Display doc. header details.

Choose the Partners tab page.

Partner function: Sales employee

Personnel number: 1701

4. Choose the display variant Order item.

Hint: ChooseSettings →Layouts→Choose.

a) Settings → Layouts → Choose

Continued on next page

335

第 358 页 / 共 473 页

Unit8: AnalysesforSalesandDistributionProcesses SCM600

Task 2:

Process the list you executed in the last step according to your management’s

requirements.

1. Sortthelistinascendingorderbasedonsold-topartynumbers.

Hint: SelecttheSold-topartycolumnandchooseSortinascending

order.

a) Select the Sold-to party column.

Choose Sort in ascending order.

2. Restrict the list to standard orders.

Hint: SelecttheSalesDocumentTypecolumnandchooseSetfilter.

Restrict the list tosalesdocument toOR.

a) Select the SalesDocument Typecolumn.

ChooseSetfilter. EnterthesalesdocumenttypeOR.

3. Determinethenetvaluethathasbeenobtainedforthismaterialinthegiven

period of time.

Hint: SelecttheNetvaluecolumnandchooseAddupvalues.

a) Select the Net value column.

Choose Add up values.

Continued on next page

336