Customer returns as part of after-sales services in the sales process chain each time a customer wants to return goods for any reason, such as wrong material, damaged material, incorrect size, etc.
You can use customer returns as part of after-sales services in the sales process chain whenever a known customer wants to return goods for any reason. Usually, goods are sent back to one of your company’s locations but the business process also comprises variants in which goods are returned directly to an external supplier or in which goods are inspected at the customer’s site without physical return of goods. This is an important process from a customer satisfaction perspective.
In this blog post, you find an introduction concerning Customer Return – Return Rate and Customer Return – Flexible Analysis apps, which are intended for internal sales representatives and sales managers respectively, for SAP S/4HANA Cloud, public edition 2302.1 release.
This blog post is a series, and you find the following selected analytical SAP Fiori apps for Sales with analytic introduction videos with a useful guide.
If you need an overview of the embedded analytics in the sales process for SAP S/4HANA Cloud, public edition, coming with predefined analytical apps based on SAP Fiori and on SAP Analytics Cloud for business users, see the overview picture below. This embedded analytics comes with a lot of predefined business content in the form of KPIs, reports, queries, predictive scenarios, and planning scenarios.
Picture 1: Analytics content overview for Sales.
Please find out more about analytics for Sales for SAP S/4HANA Cloud, public edition in this presentation.
With this SAP Fiori app, you can analyze the return rate of your incoming sales orders according to various dimensions. In this analytical app, you can use Key Performance Indicators (KPI) and flexible drill-downs to gain insights into your current sales situation. KPIs are used to identify and measure the key metrics of customer returns.
Video: This video shows how to use the Customer Return – Return Rate and
Customer Return – Flexible Analysis apps.
You can use this app to do the following:
Percentage of the quantity of customer return items based on the quantity of incoming sales order items.
Percentage of the net value of customer return items based on the net value of incoming sales order items.
For more information about Customer Return – Return Rate, see SAP Product Assistance here.
As a key user, you can extend the Customer Returns - Return Rate app with custom dimensions according to your business needs.
Features
With this SAP Fiori app, you can analyze the monthly rolling trend of your customer returns based on flexible combinations of dimensions.
For more information about how to analyze your data, see Multidimensional Reports (Web Dynpro Apps).
For more information about the customer hierarchy for sales purposes, see Customer Hierarchies in Sales.
Note: This app uses the C_CustomerReturnItemQry_2 CDS view. For more information, see Customer Return Item - Query.
For more information about Customer Return – Flexible Analysis, see SAP Product Assistance here.
You can extend the Customer Returns - Flexible Analysis app according to your business needs.
Features
Thanks for reading this blog post and stay tuned for my next blog post concerning Sales Volume – Flexible Analysis and Manage Billing Documents analytical apps!
Follow us via @Sap and #S4HANA, or myself via @VoglerChrist and LinkedIn
You can use customer returns as part of after-sales services in the sales process chain whenever a known customer wants to return goods for any reason. Usually, goods are sent back to one of your company’s locations but the business process also comprises variants in which goods are returned directly to an external supplier or in which goods are inspected at the customer’s site without physical return of goods. This is an important process from a customer satisfaction perspective.
In this blog post, you find an introduction concerning Customer Return – Return Rate and Customer Return – Flexible Analysis apps, which are intended for internal sales representatives and sales managers respectively, for SAP S/4HANA Cloud, public edition 2302.1 release.
This blog post is a series, and you find the following selected analytical SAP Fiori apps for Sales with analytic introduction videos with a useful guide.
- My Sales Overview
- Manage Sales Plan and Sales Performance – Plan/Actual
- Customer Return – Return Rate and Customer Return – Flexible Analysis
- Sales Volume – Flexible Analysis
- Sales Order Fulfilment and Track Sales Order Details
Analytics for Sales for SAP S/4HANA Cloud, Public Edition
If you need an overview of the embedded analytics in the sales process for SAP S/4HANA Cloud, public edition, coming with predefined analytical apps based on SAP Fiori and on SAP Analytics Cloud for business users, see the overview picture below. This embedded analytics comes with a lot of predefined business content in the form of KPIs, reports, queries, predictive scenarios, and planning scenarios.
Picture 1: Analytics content overview for Sales.
Please find out more about analytics for Sales for SAP S/4HANA Cloud, public edition in this presentation.
SAP Fiori app “Customer Return – Return Rate”
With this SAP Fiori app, you can analyze the return rate of your incoming sales orders according to various dimensions. In this analytical app, you can use Key Performance Indicators (KPI) and flexible drill-downs to gain insights into your current sales situation. KPIs are used to identify and measure the key metrics of customer returns.
Video: This video shows how to use the Customer Return – Return Rate and
Customer Return – Flexible Analysis apps.
Key Features
You can use this app to do the following:
- Analyze the following customer-return-related key performance indicators (KPIs):
| KPI | Description |
| Return Rate (Value-Based) | The percentage of the net value of customer return items based on the net value of incoming sales order items |
| Return Rate (Quantity-Based) | The percentage of the quantity of customer return items based on the quantity of incoming sales order items |
| Customer Returns | The net amount of customer return items that are relevant for billing or delivery |
| Return Item Quantity | Quantity of customer return items that are relevant for delivery or billing |
| No. of Return Items | Number of customer return items that are relevant for delivery or billing |
| Incoming Orders | The net amount of sales order items that are relevant for billing or delivery |
| Incoming Orders Qty | Quantity of sales order items that are relevant for billing or delivery |
| Ref. Doc.Net Amount | The net amount of sales order items that are referenced by customer returns |
| Reference Item Quantity | Quantity of sales order items that are referenced by customer returns |
- Display the monthly rolling trend of the return rate. For further investigation, drill down by a range of dimensions such as sales organization, sold-to party, and return reason
- Drill down to a list of customer return items with more details.
Return Rate (Quantity-Based)
Percentage of the quantity of customer return items based on the quantity of incoming sales order items.
| Label/Tooltip | Global Field Name | Calculation | App/CDS View |
| Return Rate (Quantity-Based)/Return Rate (Quantity-Based) | CustomerReturnQtyReturnRate | Return Item Quantity divided by Incoming Orders Qty | F4092: Customer Returns - Return Rate/C_CustomerReturnRateQry (Customer Return Rate - Query) F4561: Customer Returns Overview/C_CustomerReturnRateQry (Customer Return Rate - Query) |
Return Rate (Value-Based)
Percentage of the net value of customer return items based on the net value of incoming sales order items.
| Label/Tooltip | Global Field Name | Calculation | App/CDS View |
| Return Rate (Value-Based)/Return Rate (Value-Based) | CustomerReturnAmountReturnRate | Customer Returns divided by Incoming Orders | F4092: Customer Returns - Return Rate/C_CustomerReturnRateQry (Customer Return Rate - Query) F4561: Customer Returns Overview/C_CustomerReturnRateQry (Customer Return Rate - Query) |
For more information about Customer Return – Return Rate, see SAP Product Assistance here.
App Extensibility: Customer Returns - Return Rate
As a key user, you can extend the Customer Returns - Return Rate app with custom dimensions according to your business needs.
Features
- You can create custom fields in the Custom Fields app using the business context Sales: Sales Document Item.
- You can enable usage of the custom fields for the data source C_CUSTOMERRETURNRATEQRY (Analytics - Customer Return Rate) in the User Interfaces section and publish the fields.
- After the fields are published, business users can find the enabled custom fields as additionally available dimensions in the settings of the chart and the table views in the Customer Returns - Return Rate
SAP Fiori app “Customer Return – Flexible Analysis”
With this SAP Fiori app, you can analyze the monthly rolling trend of your customer returns based on flexible combinations of dimensions.
Key Features
- Analyze the following customer-return-related key performance indicators (KPIs) in multi-dimensional reports:
| KPI | Description |
| Customer Returns | The net amount of customer return items that are relevant for billing or delivery |
| Return Item Quantity | Quantity of customer return items that are relevant for delivery or billing |
| No. of Return Items | Number of customer return items that are relevant for delivery or billing |
For more information about how to analyze your data, see Multidimensional Reports (Web Dynpro Apps).
- You can analyze aggregated values and quantities according to product hierarchy levels.
- You can analyze aggregated values and quantities according to customer hierarchy levels.
- Select a specific customer return and navigate to the customer return object page to view details
For more information about the customer hierarchy for sales purposes, see Customer Hierarchies in Sales.
Note: This app uses the C_CustomerReturnItemQry_2 CDS view. For more information, see Customer Return Item - Query.
For more information about Customer Return – Flexible Analysis, see SAP Product Assistance here.
App Extensibility: Customer Returns - Flexible Analysis
You can extend the Customer Returns - Flexible Analysis app according to your business needs.
Features
- Key users can extend the app with custom fields in the Custom Fields app using the business context Sales: Sales Document Item.
- Key users can then enable usage of the custom fields for the data source Customer Returns – Flexible Analysis in the User Interfaces section and publish the fields.
- After the fields are published, business users can find the enabled custom fields as additionally available dimensions in the Customer Returns - Flexible Analysis
Thanks for reading this blog post and stay tuned for my next blog post concerning Sales Volume – Flexible Analysis and Manage Billing Documents analytical apps!
- Highlights of the SAP S/4HANA Cloud, Public Edition 2302 Release’ blog post here
- SAP S/4HANA Cloud, public edition release info here
- The Link Collection for Sales here
- Latest SAP S/4HANA Cloud, public edition release blog posts here and previous release highlights here
- Product videos on our SAP S/4HANA Cloud, Public Edition, and SAP S/4HANA YouTube playlist
- SAP S/4HANA PSCC Digital Enablement Wheel here
- Early Release Webinar Series here
- Inside SAP S/4HANA Podcast here
- openSAP Microlearnings for SAP S/4HANA here
- Best practices for SAP S/4HANA Cloud, public edition here
- SAP S/4HANA Cloud, Public Edition Community: here
- Feature Scope Description here
- What’s New here
- Help Portal Product Page here
Follow us via @Sap and #S4HANA, or myself via @VoglerChrist and LinkedIn
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