Customer Return  is how you manage goods that are returned by customers. It could be through a standard customer sales process or a third-party order process or an over-the counter sale.

A return could be created for

1. Replacement.

2. Credit.

3. Repair.

I will explain the significance of different follow-up activities and how it is used in different business scenario.

1. Replacement

1.A Standard order customer return

The follow-up activity to be chosen at the time of new customer return notification is “post to own stock”.

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Note : When you release your return you should choose “Without Credit Memo” such that a replacement sales order can be created from a customer return.

1.B Third party order customer return

The follow-up activity to be chosen at the time of new customer return notification is “return to supplier”.

The system will set the Externally-Owned Stock indicator, meaning that the goods still belongs to the customer while residing on your premises.

Note : When you release your return you should choose “Without Credit Memo” such that a replacement sales order can be created from a customer return.

2. Credit

2.A Standard order customer return

The follow-up activity to be chosen at the time of new customer return notification is “post to own stock”.

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Note : When you release your return you should choose “With Credit Memo” such that a credit memo is created in Customer Relationship Management and a refund is triggered.

2.B Third party order customer return

The follow-up activity to be chosen at the time of new customer return notification is “return to supplier”.

The system will set the Externally-Owned Stock indicator, meaning that the goods still belongs to the customer while residing on your premises.

Note : When you release your return you should choose “With Credit Memo” such that a such that a credit memo is created in Customer Relationship Management and a refund is triggered.

3. Repair.

The follow-up activity to be chosen at the time of new customer return notification is “repair at own Service Center”.

Once repair is performed and when item is ready to be shipped you can assign a service order as a reference document and trigger an outbound delivery to return to the customer.

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Note : The system sets the externally-owned stock indicator, meaning that the goods still belongs to the customer while residing on your premises.

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2 Comments

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    1. Stefan Resag

      Hi Arjun,

      for the spare parts return there is also the ‘New Parts return notification’ in the inbound logistics work center. So this is another use case.

      Best regards,

      Stefan

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