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SCM Academy SD06 Customer Claims
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BearingPoint SCM Academy
Sales Order Management
Part 6: Customer Claims
Kathrin Finn / Marc Lüttringhaus
March 19, 2010
� Returns Process
� Returns Order Creation
� Returns Delivery Creation
Our learning path
© 2010 BearingPoint GmbH 2SCM Academy
� Returns Delivery Creation
� Goods Receipt
� Credit Memo Creation
� Exercise V
Salesordercreation
Deliverycreation
Returns ProcessOverview
Invoiceandpayment
Postgoodsissue
The illustration below shows the main steps of the Returns Process. In the following slides we will focus only on the yellow highlighted process steps.
© 2010 BearingPoint GmbH 3SCM Academy
Returnsordercreation
Returnsdeliverycreation
Creditmemocreation
Goodsreceipt
� Returns Process
� Returns Order Creation
� Returns Delivery Creation
Our learning path
© 2010 BearingPoint GmbH 4SCM Academy
� Returns Delivery Creation
� Goods Receipt
� Credit Memo Creation
� Exercise V
Salesordercreation
Deliverycreation
Returns Order CreationProcess overview
Invoiceandpayment
Postgoodsissue
Let’s have a closer look at the Returns order creation.
© 2010 BearingPoint GmbH 5SCM Academy
Returnsordercreation
Returnsdeliverycreation
Creditmemocreation
Goodsreceipt
Returnsordercreation
Returns Order CreationSAP Transactions
ACTION
VA01
TRANSACTION CODE / PATH
� Create a Return Order
© 2010 BearingPoint GmbH 6SCM Academy
� Change a Return Order VA02
Returns Order CreationVA01 - Creating a Returns Order (1/2)
Returns Order with reference to a Sales Order
1
Enter Order Type1
3
Enter Sales Area2
© 2010 BearingPoint GmbH 7SCM Academy
Enter referred sales order5
Copy6
2
5
6
Create with Reference3
4Tab Order4
Returns Order Creation VA01 - Creating a Returns Order (2/2)
Returns Order with reference to a Sales Order
© 2010 BearingPoint GmbH 8SCM Academy
1 Tab Sales1
3
2
Overwrite quantity2
Enter Order reason3
Returns Order Creation Returns Order – Document flow
Returns Order with reference to a Sales Order
© 2010 BearingPoint GmbH 9SCM Academy
Returns Order Creation VA01 - Creating a Returns Order (1/2)
Returns Order with reference to an Invoice
1
Enter Order Type1
3
Enter Sales Area2
© 2010 BearingPoint GmbH 10SCM Academy
Enter referred invoice5
Copy6
2
5
6
Create with Reference3
4 Tab BillDoc4
Returns Order Creation VA01 - Creating a Returns Order (2/2)
Returns Order with reference to an Invoice
Tab Sales1
© 2010 BearingPoint GmbH 11SCM Academy
1
Tab Sales1
3
2
Overwrite quantity2
Enter Order reason3
Returns Order Creation Returns Order – Document flow
Returns Order with reference to an Invoice
© 2010 BearingPoint GmbH 12SCM Academy
Returns Order Creation VA02 - Returns Order – complaint not accepted
Tab Reason for rejection
Highlight item(s)2
Enter Reason for rejection3
1
© 2010 BearingPoint GmbH 13SCM Academy
1
32
� Returns Process
� Returns Order Creation
� Returns Delivery Creation
Our learning path
© 2010 BearingPoint GmbH 14SCM Academy
� Returns Delivery Creation
� Goods Receipt
� Credit Memo Creation
� Exercise V
Salesordercreation
Deliverycreation
Returns
Returns Delivery CreationProcess overview
Invoiceandpayment
Returns
Postgoodsissue
© 2010 BearingPoint GmbH 15SCM Academy
Returnsordercreation
Returnsdeliverycreation
Creditmemocreation
Goodsreceipt
Returnsdeliverycreation
Returns Delivery CreationSAP Transactions
ACTION
VL01N
TRANSACTION CODE / PATH
� Create a Returns Delivery
© 2010 BearingPoint GmbH 16SCM Academy
Logistics → Sales and Distribution → Shipping and Transportation →Outbound Delivery → Create → Single Document →With Reference to Sales
Order
Returns Delivery CreationVL01N - Creating a Returns Delivery (1/2)
Returns Delivery with reference to a Returns Order
Enter Shipping point1
Enter Returns Order2
ENTER3
3
© 2010 BearingPoint GmbH 17SCM Academy
1
2
ENTER3
Returns Delivery CreationVL01N - Creating a Returns Delivery (2/2)
Returns Delivery with reference to a Returns Order
Tab Picking1
Enter Batch2
SAVE3
3
© 2010 BearingPoint GmbH 18SCM Academy
1
2
SAVE3
Returns Delivery Creation Returns Delivery – Document flow
Returns Delivery with reference to a Returns Order
© 2010 BearingPoint GmbH 19SCM Academy
� Returns Process
� Returns Order Creation
� Returns Delivery Creation
Our learning path
© 2010 BearingPoint GmbH 20SCM Academy
� Returns Delivery Creation
� Goods Receipt
� Credit Memo Creation
� Exercise V
Salesordercreation
Deliverycreation
Returns
Goods ReceiptProcess overview
Invoiceandpayment
Returns
Postgoodsissue
© 2010 BearingPoint GmbH 21SCM Academy
Returnsordercreation
Returnsdeliverycreation
Creditmemocreation
Goodsreceipt
Goodsreceipt
Goods Receipt SAP Transactions
ACTION
VL02N
TRANSACTION CODE / PATH
� Post a Goods Receipt
© 2010 BearingPoint GmbH 22SCM Academy
Logistics → Sales and Distribution → Shipping and Transportation →Outbound Delivery → Change → Single Document
Goods ReceiptVL02N - Goods Receipt (1/2)
The goods receipt will be carried out from the warehouse operators.
Enter Returns Delivery1
ENTER2
2
© 2010 BearingPoint GmbH 23SCM Academy
1
ENTER2
Goods ReceiptVL02N - Goods Receipt (2/2)
1 Post goods receipt1
© 2010 BearingPoint GmbH 24SCM Academy
Goods ReceiptGoods Receipt – Document flow
© 2010 BearingPoint GmbH 25SCM Academy
� Returns Process
� Returns Order Creation
� Returns Delivery Creation
Our learning path
© 2010 BearingPoint GmbH 26SCM Academy
� Returns Delivery Creation
� Goods Receipt
� Credit Memo Creation
� Exercise V
Salesordercreation
Deliverycreation
Credit Memo CreationProcess overview
Invoiceandpayment
Postgoodsissue
© 2010 BearingPoint GmbH 27SCM Academy
Returnsordercreation
Returnsdeliverycreation
Creditmemocreation
Goodsreceipt
Creditmemocreation Let’s learn more
about creating a Credit Memo.
Credit Memo CreationSAP Transactions
ACTION
VA02
TRANSACTION CODE / PATH
� Change credit memo request
© 2010 BearingPoint GmbH 28SCM Academy
Credit Memo CreationVA02 - Release Returns Order for Billing
Delete Billing block1
2
© 2010 BearingPoint GmbH 29SCM Academy
1
Save2
Credit Memo CreationSAP Transactions
ACTION
VF01
TRANSACTION CODE / PATH
� Create a Credit Memo
© 2010 BearingPoint GmbH 30SCM Academy
Logistics → Sales and Distribution → Billing → Billing Document →Create
Credit Memo CreationVF01 - Credit Memo Creation
2 Enter Returns Order1
SAVE2
© 2010 BearingPoint GmbH 31SCM Academy
1
The billing type YRE« Credit for Returns »will be found automatically
33
Credit Memo CreationDocument flow
© 2010 BearingPoint GmbH 32SCM Academy
� Returns Process
� Returns Order Creation
� Returns Delivery Creation
Our learning path
© 2010 BearingPoint GmbH 33SCM Academy
� Returns Delivery Creation
� Goods Receipt
� Credit Memo Creation
� Exercise V
Exercise V
Exercise A: create a returns order with reference to thebilling document via TC VA01• order type RE• sales area BP01/02/01• billing document use billing document created before• order reason 102 Damaged in transit• quantity 4delete billing block + save + check document flow
© 2010 BearingPoint GmbH 34SCM Academy
Exercise B: create a returns delivery via TC VL01N• shipping point BP01• order use returns order created before• batch ML01check picking status + post goods receipt + check document flow
Exercise C: create a credit memo via TC VF01• use returns delivery created beforesave + check document flow + view accounting information
Exercise V
after exercise II-V your document flow should look like this:
© 2010 BearingPoint GmbH 35SCM Academy
© 2010 BearingPoint GmbH 36SCM Academy
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