Order-to-Cash (Sell-from-Stock) SAP Business ByDesign

SAP Business ByDesign

Table of Content 1 About this Document... 4 1.1 Purpose... 4 1.2 Reference System and Model Company... 4 2 Master and Organizational Data... 5 3 Business Process Tasks... 6 3.1 Order-to-Cash (Sell-from-Stock)... 6 3.1.1 Prerequisite: Check Available Stock... 6 3.1.2 Create Sales Order... 6 3.1.3 Release Customer Demand... 7 3.1.4 Post Goods Issue... 8 3.1.5 Release Outbound Delivery... 9 3.1.6 Review Journal Entry... 10 3.1.7 Create Customer Invoice... 11 3.1.8 Check Status in Sales Orders... 12 3.2 Process Variants... 12 3.2.1 Order-to-Cash (Sell-from-Stock) with Packing... 13 3.2.2 Order-to-Cash (Sell-from-Stock) with Logistic Tasks... 14 3.2.3 Order-to-Cash (Sell-from-Stock) with Third-Party Logistic... 15 3.3 Order-to-Cash (Sell-from-Stock) with Credit Limit Check and Down Payment... 16 3.3.1 Prerequisite: Check Available Stock... 16 3.3.2 Create Sales Orders and Clarification Request... 16 3.3.3 Review Customer Payment Behavior and Reply Clarification Request... 18 3.3.4 Create Down Payment Request... 20 3.3.5 Receive Down Payment... 21 3.3.6 Remove Delivery Block from Sales Order... 22 3.3.7 Release Customer Demand... 23 3.3.8 Post Goods Issue and Release Outbound Delivery... 23 3.3.9 Create Customer Invoice... 24 3.4 Customer Return with Ad-Hoc Inbound... 25 3.4.1 Create Customer Return Notification... 25 3.4.2 Post Goods Receipt... 26 3.4.3 Check and Release Customer Return... 27 3.4.4 Create Customer Credit Memo... 28 3.5 Process Variant... 28 July 28, 2012 2

3.5.1 Customer Return with In-house Repair... 28 3.6 Connected Scenarios... 29 July 28, 2012 3

1 About this Document 1.1 Purpose The objective of this business scenario document is to give you hands-on experience of running the chosen business processes in a realistic business environment using the SAP Business ByDesign system. It allows you to quickly become familiar with this business scenario by guiding you through the steps that you need to carry out in the reference system. To obtain a better understanding of the business processes that make up this scenario, also refer to the Scenario Outline for this scenario. 1.2 Reference System and Model Company A reference system is a system that is preconfigured and loaded with fictitious users and sample data. The users and sample data are based on the model company Almika Inc.. By following the step-by-step instructions in this document, you can assume the identity of the Almika users and use the built-in sample data to carry out each of the business process tasks. This hands-on experience will help you to understand the relevance and benefits of this business scenario. To learn more about the model company that uses the business processes described in this document, read the Company Fact Sheet, which contains an overview of the reference company, its organizational set up, employees and their different roles and work centers, as well as a comprehensive list of the master data used in your system. You can find the Company Fact Sheet in the Help Center of your reference system. To access this document, choose Help Help Center and open the link under the heading Company- Specific Help. July 28, 2012 4

2 Master and Organizational Data Each SAP Business ByDesign Reference System contains essential master and organizational data, which reflect the typical organizational structure of a mid-size company of a specific industry allow you to run the industry specific processes using the appropriate master data, for example, materials, vendors or customers. For this scenario, use the master data as described below. If you want to run the scenario with customer and project-specific values, you can copy master data with certain characteristics from the sample entries in the table and adapt this data. For an illustration of the organizational data as well as additional information (bill of material, logistics layout) about the reference company, refer to the Company Fact Sheet. Master / Org. Data Type Customer Product Ship-from- Location / Site Name and Value Luxury Heating & Cooling Co (CP100120) Low Plumbing & Heating (CP100130) Combi 110e (P100402) Combi 190 (P100403) Paper Corrugated Box (980x550x185mm) (P100701) Wooden Pallet (1200mm 1000mm) (P100702) P1100 P1124 Usage Customer account with credit limit check Package material Package material Third-party managed warehouse Logistics Area External Warehouse (P1123-0) Logistic Area in external warehouse Warehouse (P1100-20) Customer Return (P1100-10) Logistic Area for warehouse in internal warehouse Supplier ABC Cargo Worldwide (S100800) Freight Forwarder July 28, 2012 5

3 Business Process Tasks 3.1 Order-to-Cash (Sell-from-Stock) 3.1.1 Prerequisite: Check Available Stock In this step, you can check the available stock. Only if the stock is sufficient you can successfully test the business process. Logon ID (Role) WAREHOUSE01P (Warehouse Manager / Luther Loblanski) Internal Logistics Common Tasks: Stock Overview Stock Overview view Logistics Area ID Product ID Warehouse (P1100-20) P100402 Combi 110e Click Go. If there is stock on hand for the product P100402, the stock quantity will be displayed. If not, the list will be empty. On-hand stock must be at least 3 EA. Click Close. 3.1.2 Create Sales Order In this step, you can directly create a sales order. The system automatically runs an ATP check to determine whether the sold products are available on the requested delivery date. By submitting, the order creates a customer demand that is handed over to the outbound logistics process. July 28, 2012 6

Logon ID (Role) SALES02P (Sales Representative / Kate Jacob) Sales Orders Common Tasks: New Sales Order New Sales Order screen Account Name CP100120 Luxury Heating & Cooling Co Press Enter. The system retrieves the customer details. Requested Date <today + 1 week> Click Add Row. Product ID P100402 (Combi 110e) Press Enter. Quantity 3 EA Press Enter. The ATP check is automatically triggered. If the ATP check does not report a green status, there is insufficient stock on hand for the product ordered. You may change the requested date to a later date, or refer to the scenario Make-to-Stock and carry out the scenario variant Increase Inventory in order to provide a sufficient inventory level. Click Save. Click Submit Send Order Confirmation to Account. 3.1.3 Release Customer Demand In this step, the customer demand, which has been created by submitting the sales order, can be released. It is a required step to fulfill the correct priority and plan the picking and shipping of the product(s). The supply planner checks whether this source of supply is correctly selected by the system, and releases the customer demand which has triggered the creation of a delivery proposal. Logon ID (Role) SUPPLYPLANNER01P (Supply Planner / Richard Stone) Outbound Logistics Control Customer Demand July 28, 2012 7

Customer Demand view and Find All Orders By Selection The previously created < sales order ID > Click Go. Select the line item that belongs to the previously created order, and click Release. In case the default source of supply can t fulfill the requested date, you can click Edit to change it, select the preferred source of supply in the Alternative Sources sub tab of the Line Items tab, and then click Deliver from Selected Source of Supply. 3.1.4 Post Goods Issue Based on the new delivery proposal, you can now post the goods issue. In this scenario variant, the actual tasks of picking and shipping are not managed within the system but outside, for example, in a warehouse management system. Therefore, the warehouse manager posts the goods issue directly. Logon ID (Role) WAREHOUSE01P (Warehouse Manager / Luther Loblanski) Outbound Logistics Delivery Control Delivery Proposals Delivery Control: Delivery Proposals view All Delivery Proposals by Selection and Find < sales order ID > Click Go. Select the row with the appropriate sales order ID in the Reference column, and review the details beneath the table. Click Post Goods Issue. July 28, 2012 8

Create Outbound Delivery and Goods Issue screen Source Logistics Area ID Warehouse (P1100-20) Click Propose Quantities. In case more than one line item shows up on the screen, check the Source Logistics Area ID and quantity for each of them. Click Save and Close. Make a note of the outbound delivery created:. You can click Release instead of Save and Close if you want to automatically release the outbound delivery at the same time of posting goods issue. 3.1.5 Release Outbound Delivery In this step you can release the outbound delivery created during the goods issue, and the delivery note can be previewed or printed. After the release, the corresponding shipping and financial documents will be created automatically. Logon ID (Role) WAREHOUSE01P (Warehouse Manager / Luther Loblanski) Outbound Logistics Outbound Deliveries Outbound Deliveries view and Find All Outbound Deliveries by Selection The outbound delivery ID created in the previous step Click Go. Select the related line item of the outbound delivery, click Release. July 28, 2012 9

The value of the field Release Status shows Released. Document Flow tab Click Preview Preview or Print Delivery Note if necessary. Select the line item which has been released, then click Edit. Standard View You will see the document flow. Make a note of the Goods and Activity Confirmation ID (Goods Issue for Customer):. Click Close. 3.1.6 Review Journal Entry In this step, you can review the goods issue posting s accounting details. Logon ID (Role) FINANCIAL02 (Accountant / Iris Green) General Ledger Journal Entries Journal Entries Journal Entries view Grouped By Source Document ID Today s Postings Journal Entry Type The goods and activity confirmation ID (Goods Issue for Customer) created in the previous step. Click Display Filter Row, or press Ctrl+Alt+H. Press Enter. Select the line item Goods Issue for Customer in the July 28, 2012 10

Journal Entry Type column, and click View. Review the journal entry. Click Close. 3.1.7 Create Customer Invoice With the previously posted goods issue, the sales order has been fulfilled. The delivered line items of the order show Items to be invoiced. Now you can create an invoice for this delivery. Logon ID (Role) FINANCIAL02 (Accountant / Iris Green) Customer Invoicing Invoice Request Invoice Request view and Find Grouped By Today s Invoice Requests the outbound delivery ID created in previous step Document Type Click Go. Select the proper line item for which the customer invoice is to be created. Click Invoice. Click View All. On the General tab, and enter the value in the Posting Date field if it differs from the Invoice Date. Click Save. Make a note of the created invoice number: as you will require it for entering the incoming payment. July 28, 2012 11

Click Release. 3.1.8 Check Status in Sales Orders At any point during the process, you can review the order fulfillment status. In order to do so, the user opens the order and reviews the document flow that shows all created documents during the process. Logon ID (Role) SALES02P (Sales Representative / Kate Jacob) Sales Orders Sales Orders Sales Orders view and Find All Orders < sales order ID created earlier> Click Go. In the Sales Order ID column, click the relevant sales order link. Click View All. Choose the Document Flow tab, and review the sales order document flow. Click Close. 3.2 Process Variants A reference system does not only cover the documented standard process of a scenario. For some scenarios, additional data has been set up to cover process variants that diverge from the documented standard process but are still quite similar. This means you can also test these process variants in the reference system. To give you some guidance, the following section provides a process flow description of the process variant and also data that you will need for this variant. July 28, 2012 12

3.2.1 Order-to-Cash (Sell-from-Stock) with Packing Prerequisites This variant is based on use case Order-to-Cash (Sell-from-Stock) for the similar steps. Process Flow Process Step Description Master Data Prerequisite: Check Available Stock Create Sales Order (with ATP Check) Release Customer Demand Post Goods Issue Pack Outbound Delivery Refer to the scenario variant Orderto-Cash (Sell-from-Stock) with the specific data. Refer to the scenario variant Orderto-Cash (Sell-from-Stock) with the specific data. Refer to the scenario variant Orderto-Cash (Sell-from-Stock) for this step. Refer to the scenario variant Orderto-Cash (Sell-from-Stock) for this step. : Outbound Logistics Outbound Deliveries Select the outbound delivery created in the previous step, click Packing; Click Insert Package Insert Top Package, select LU-2; **start point Select the line item Pallet, box NN (NN: Package ID), click Insert Package Insert Package, select LU-1. Select the new created line Box NN; In the To Be Packed area, Select the line of product P100402 and change the quantity to 1, click Pack into Box NN; **end point Repeat the steps between **start Logistics Area: Warehouse (P1100-20) Product: P100402 Min. 3 EA Product: P100701 Min. 3 EA Product: P100702 Min. 1 EA Account: CP100120 Requested Date: today+1 week Product/Quantity: P100402 / 3 EA Product/Quantity: P100701 / 3 EA Product/Quantity: P100702 / 1 EA User: WAREHOUSE01P Logistics Unit: LU-2 Logistics Unit: LU-1 Product: P100402 Quantity To Be Packed: 1 EA July 28, 2012 13

Process Step Description Master Data point and **end point twice for packing another two EA. Release Outbound Delivery Create Customer Invoice Refer to the scenario variant Orderto-Cash (Sell-from-Stock) for this step. Refer to the scenario variant Orderto-Cash (Sell-from-Stock) for this step. 3.2.2 Order-to-Cash (Sell-from-Stock) with Logistic Tasks Prerequisites This variant is based on use case Order-to-Cash (Sell-from-Stock) for the similar steps. Process Flow Process Step Description Master Data Prerequisite: Check Available Stock Create Sales Quote Approve Sales Quote Create Sales Order (with ATP Check) Release Customer Demand Create Warehouse Request Refer to the scenario variant Orderto-Cash (Sell-from-Stock) with the specific data. Create a sales quote for a specific customer and products with required delivery date; an ATP check can be triggered as well; then submit it to sales department for farther process. The sales manager approves the sales quote. Use the Create with Reference function to create a sales order, check all related information being brought there, or attach files, and view the pricing, then submit to customer. Refer to the scenario variant Orderto-Cash (Sell-from-Stock) for this step. Use the created sales order to find the related delivery proposals, then Logistics Area: Warehouse (P1100-20) Product: P100402 Min. 2 EA Product: P100403 Min. 1 EA User: SALES02P Account: CP100120 Requested Date: Today+1 week Product/Quantity: P100402 / 2 EA Product/Quantity: P100403 / 1 EA User: SALES01P User: SALES02P Reference Type: Sales Quote Reference ID: the previously created quote. User: WAREHOUSE01P July 28, 2012 14

Process Step Description Master Data create warehouse request for it. Confirm Picking and Shipping Task Release Outbound Delivery and Review Advanced Shipping Notification Create Freight List Create Customer Invoice Create Customer Invoice Duplicate The warehouse operator finds the corresponding pick task, and confirms the quantity and source logistic area, then save it to trigger goods issue and outbound delivery creation. Release the previously created outbound delivery, and review the document of advanced shipping notification in the Output History tab. Create the bill of lading for the previously created outbound delivery with information of forwarder and ship-from. It can be previewed or printed once it is released. Refer to the scenario variant Orderto-Cash (Sell-from-Stock) for this step. The customer asks for an invoice copy, so you resubmit a duplicate based on the previously submitted invoice with the watermark Duplicate on the form. User: WAREHOUSE02P Actual Quantity: open quantity Logistics Area: Warehouse (P1100-20) User: WAREHOUSE01P User: WAREHOUSE01P Freight Forwarder: S100800 User: SALES02P 3.2.3 Order-to-Cash (Sell-from-Stock) with Third-Party Logistic Prerequisites This variant is based on the scenario variant Order-to-Cash (Sell-from-Stock), which shows similar steps. The warehouse management is outsourcing to a third-party service provider. When a customer order comes in, a shipping request to the provider has to be triggered (called 3PL Request). The new work center Third Party Logistics handles all 3PL related warehousing activities. Process Flow Process Step Description Master Data Create Sales Order Refer to the scenario variant Orderto-Cash (Sell-from-Stock) with the specific data. Account: CP100120 Requested Date: today+1 week Product/Quantity: P100404 / 2 EA Source of Supply: P1124 Release Customer Refer to the scenario variant Order- July 28, 2012 15

Process Step Description Master Data Demand Create 3PL Request Check Business Communication Monitor Release Outbound Delivery Create Customer Invoice to-cash (Sell-from-Stock) for this step. To inform the third-party managed warehouse to be ready for shipping, find the delivery proposal of the created sales order to create a 3PL request, and the system will send it to the third-party company via B2B communication. To view the communication status of the business document Standard Outbound 3PL Request, also check the XML file of the message data and document flow. Create a new outbound delivery based on the created 3PL request, and release it. Refer to the scenario variant Orderto-Cash (Sell-from-Stock) for this step. User: WAREHOUSE01P User: WAREHOUSE01P Business Partner ID: S100950 User: WAREHOUSE01P External Delivery ID: ALK- <Sales Order ID> Shipment Date: today External Delivery Item ID: 10 3.3 Order-to-Cash (Sell-from-Stock) with Credit Limit Check and Down Payment 3.3.1 Prerequisite: Check Available Stock For this step, refer to the scenario variant Order-to-Cash (Sell-from-Stock) with the following data: Stock Overview view Logistics Area ID Warehouse (P1100-20) Product ID P100403 (Combi 190) Min. 4 EA in on-hand Stock. 3.3.2 Create Sales Orders and Clarification Request In this step, you can create a sales order. During the creation, the system automatically runs an ATP check to determine whether the sold products are available at the requested delivery date. Due to the July 28, 2012 16

failed credit limit check, the system will raise a warning with credit limit violation and will set a delivery block in the order. You can trigger a clarification request for the sales manager to ask whether the process should continue. By submitting the sales order, you have created a customer demand that was handed over to the outbound logistics process. Logon ID (Role) SALES02P (Sales Representative / Kate Jacob) Sales Orders Common Tasks: New Sales Order New Sales Order screen Account Description Requested Date CP100130 (Low Plumbing & Heating) Any <today + 1 week> Press Enter. The system retrieves the customer details. Click Add Row. Product ID P100403 (Combi 190) Press Enter. The system retrieves the product details. Quantity 4 EA Press Enter. The system retrieves the Net Value. The ATP check is automatically triggered. If the ATP check does not report a green status, there is insufficient stock on hand for the product ordered. You can change the requested date to a later date or refer to the Make-to-Stock scenario and carry out the scenario variant Increase Inventory in order to provide a sufficient inventory level. Follow the instructions using the product ID P100403 for the logistics area Warehouse (P1100-20). You may also have to change the requested delivery date to get a green status. Click Save. The system displays a Credit Limit Warning and also indicates that the Delivery Block for the order is set. Make a note of the created sales order ID:. You can also click the Check Credit Limit button to manually trigger the check. The scope of the credit limit check is defined in fine-tune. Click Submit Release Order. July 28, 2012 17

Sales Orders view and Find To Subject Internal Comment All Orders < Enter the sales order ID created earlier > Bob Menson Sales order <xx> exceeds credit limit The customer placed an order with a volume of approx. 5,100 USD. Credit limit is exceeded by 1,100 USD. Should we go for down payment of 50%? Click Go. Select the line item of the sales order, click New Clarification Request. The amounts here are only an example, please adapt accordingly. Click Save and Close. 3.3.3 Review Customer Payment Behavior and Reply Clarification Request In this step you can review the sales manager s action items. Among those you find the clarification request for the previously created sales order. You review the customer s history and decide to request a down payment from the customer and then the sales order can be taken. Logon ID (Role) SALES01P (Sales Manager / Bob Menson) Home Work Inbox Inbox screen Open Items Select the clarification request created in the previous step, click Edit. July 28, 2012 18

Reports view List sub view All Reports and Find Payment Statistics - Customers Customer Inbox screen CP100130 (Low Plumbing & Heating) Click Related Document: Details to open the related Sales Order Overview. Click Account Name hyperlink to open the account fact sheet. Select the Financial tab and review the customer s data with regards to open invoices, account balance and financial data. Click Close, and go back to the Home work center. Report name. Click Go. Open the report. Click Go. Review the report to check whether the customer has paid his bills in time and whether the order can be taken. Click Close. Select the clarification request created before, click Actions Reply. Internal Comment Down Payment of 2,000 USD The amount here is only an example, please adapt accordingly. Click Save and Close. Use user SALES02P as Sales Representative to complete the open item of this clarification request in the Home work center. July 28, 2012 19

3.3.4 Create Down Payment Request Based on the response of the sales manager, you can create a down payment request and release it to a customer in this step. As a sales representative, you will wait for the payment to be made. Logon ID (Role) SALES02P (Sales Representative / Kate Jacob) Customer Invoicing Common Tasks: New Down Payment Request New Down Payment Request screen Name Description CP100130 (Low Plumbing & Heating) Down payment request for <sales order ID> Amount 2,000.00 USD The amount here is only an example, please adapt it accordingly. Amount in Gross Press Enter to confirm the entries. Click Save, and Release. Make a note of the newly created Down Payment Request ID:. To review the created Down Payment Request, follow the steps below: Today s Invoicing Documents and Find The down payment request ID Click Go. Select the Invoices Documents view. Select the down payment request, and click the hyperlink below the Invoice ID column. Click View All. Review the details of the down payment request such as July 28, 2012 20

Output History. Click Close. 3.3.5 Receive Down Payment The down payment has been received. In this step, the accountant calls the sales representative to confirm the payment and posts an incoming check for the down payment. Logon ID (Role) FINANCIAL02 (Accountant / Iris Green) Receivables Customers Customer Accounts Customer Accounts screen and Find Include Statistical Items All Customers CP100130 (Low Plumbing & Heating) Click Go. Select the customer account, and click View. Click Advanced. External Reference <Down Payment Request ID> created Document Type 3 - Down payment request Click Go. Check Number <any number> Select the line item of the previously created down payment request; click Pay Manually By Incoming Check. Payment Amount 2,000.00 USD The amount here is only an example, please adapt it accordingly. July 28, 2012 21

Payer Bank Matched Select from the help list. Mark the line item of the created Down Payment Request. Click Post. Make a note of the Down Payment ID:. This number is being used later to refer to the down payment in the final invoice. Click Close. 3.3.6 Remove Delivery Block from Sales Order The down payment has been received and posted. In this step, you can edit the sales order and remove the delivery block, so the subsequent steps for delivery and customer invoicing can take place. Logon ID (Role) SALES02P (Sales Representative / Kate Jacob) Sales Orders Sales Orders Sales Orders view Find the sales order created earlier, select the line item, and click Edit. Click View All. Select the General tab in the Delivery area. Delivery Block -- Make it blank to remove the delivery block. Click Save. Click Submit Send Order Confirmation to Account. July 28, 2012 22

3.3.7 Release Customer Demand For this step, refer to the scenario variant Order-to-Cash (Sell-from-Stock). 3.3.8 Post Goods Issue and Release Outbound Delivery Based on the new delivery proposal, you can now post the goods issue. In this scenario variant, the warehouse manager posts the goods issue directly without logistic tasks. The outbound delivery can be released in this step as well. The corresponding shipping and financial documents will be created automatically. Logon ID (Role) WAREHOUSE01P (Warehouse Manager / Luther Loblanski) Outbound Logistics Delivery Control Delivery Proposals Delivery Proposals view All Delivery Proposals by Selection and Find <sales order ID> Click Go. Create Outbound Delivery and Goods Issue screen Source Logistics Area ID Warehouse (P1100-20) Select the row with the appropriate sales order ID in the Reference ID column, and review the details below the table. Click Post Goods Issue. Click Propose Quantities. Click Release. Make a note of the outbound delivery created:. July 28, 2012 23

3.3.9 Create Customer Invoice With the previously posted goods issue, the sales order has been fulfilled. The delivered line items of the order show Items to be invoiced. You can now create an invoice for this delivery with the down payment ID that you have entered as a reference document. The system detects that this invoice has been partially paid by the down payment and only the residual amount shows as open. The next process step would be full payment. Logon ID (Role) FINANCIAL02 (Accountant / Iris Green) Customer Invoicing Invoice Request Invoice Request view and Find Grouped By Down Payment Request ID Today s Items to be Invoiced The outbound delivery ID created in previous step Document Type The down payment request ID previously created Click Go. Select the line item for which the customer invoice is to be created. Click Edit. In the Reference Documents table, click Add Row. Click OK. Click Save as Invoice and the overview screen for the created invoice appears. Make a note of Customer Invoice ID:. Click Release. If the down payment amount exceeds the customer invoice amount, the system will automatically clear this open invoice item and reduce the down payment. You can check the created customer invoice which refers to the down payment. July 28, 2012 24

3.4 Customer Return with Ad-Hoc Inbound 3.4.1 Create Customer Return Notification Goods are delivered to the warehouse. The warehouse manager checks the delivery and realizes that this is an unplanned customer return. The customer wants to return the product for some reason. The warehouse manager creates a customer return notification, using information from the delivery note enclosed with the product such as the original sales order of the delivery. Two kinds of customer return are covered. One is standard (except service item), and the other is thirdparty. You need to get a completed sales order as prerequisite. You can use a sales order completed in any previous processes for standard customer return, which can be found in the sales order view. To get a completed sales order for third-party customer return, see the scenario Order-to-Cash (Third-Party Order Processing Material). Logon ID (Role) WAREHOUSE01P (Warehouse Manager / Luther Loblanski) Inbound Logistics Common Tasks: New Customer Return Notification New Customer Return Notification guided activity Step 1: Select Outbound Delivery Items Sales Order ID Selection Find completed sales order in the part of this step. Step 2: Edit Customer Return Delivery Notification Click Go. Select the checkbox. Click Next. Delivery Notification ID RETURN-XX XX: any value Planned Delivery Date Ship-to Location <today> Almika Heating Cleveland (P1100) Choose the Line Item tab, and select the line item. July 28, 2012 25

Line Item tab Product ID Delivery Notification Quantity Follow-Up Activity 1 EA Post to Own Stock automatically filled Return Reason Missing parts Click Next. Step 3: Review Step 4: Confirmation Review the entered details and click Finish. Click Close. 3.4.2 Post Goods Receipt The warehouse manager confirms the receipt of the return and posts the actual goods receipt. Logon ID (Role) WAREHOUSE01P (Warehouse Manager / Luther Loblanski) Inbound Logistics Inbound Delivery Notifications Inbound Delivery Notifications view Advised Inbound Delivery Notifications and Find RETURN-XX Click Go. Create Inbound Delivery and Goods Receipt screen Actual Quantity 1 EA Select the line item reflecting the appropriate delivery notification and click Post Goods Receipt. Choose the Line Item tab. July 28, 2012 26

Target Logistics Area ID Customer Return (P1100-10) Restricted Yes Click Save and Close. Make a note of the previously created inbound delivery ID. 3.4.3 Check and Release Customer Return The sales representative opens the return and looks for any errors or incomplete information. Since all the required information is complete and correct, the return with credit memo will be released. Logon ID (Role) SALES02P (Sales Representative / Kate Jacob) Sales Orders Returns Returns view All Returns and Find RETURN-XX Click Go. Returns screen Click Edit. Credit Memo Block Blank The system will copy from the Invoice Block field in the sales order or from the customer account master if maintained; manually change to blank for demonstrating that the credit memo will be created later. Review the other details and click Release With Credit Memo. Make a note of the return ID created. Click Edit to open the Return screen again, click Submit. July 28, 2012 27

3.4.4 Create Customer Credit Memo After the customer return has been released, the sales representative creates a credit memo. Logon ID (Role) SALES02P (Sales Representative / Kate Jacob) Customer Invoicing Invoice Requests Invoice Requests view and Find New Credit Memo screen Today s Invoice Requests The customer Return ID from the previous step Click Go. Select the line item, and click Invoice. Check the credit memo details. Click Save and then click Release. Make a note of the credit memo ID created. 3.5 Process Variant 3.5.1 Customer Return with In-house Repair Prerequisites This variant handles the customer return which requests repair and return to customer. The ownership of the returned product belongs to the customer during the repair period; you only manage the quantity in the warehouse (the quantity for repair in each line item should be 1 EA). Process Flow Process Step Description Master Data Create Customer Return Notification Create a customer return notification based on a finished sales order; the User: WAREHOUSE01P Delivery Notification ID: July 28, 2012 28

Process Step Description Master Data Follow-Up Activity should be Repair at Own Service Center. RETURN-XX Delivery Notification Quantity: 1 EA Return Reason: Transport Damages Follow-Up Activity: Repair at Own Service Center Post Goods Receipt Release Customer Return and Request Outbound Delivery Post Goods Issue Post the returned product based on the created customer return notification; you can review the stock via inbound delivery ID or Owner ID. Check and submit the return information to the customer, and request outbound delivery after repair. You can request an outbound delivery for each line item individually. Based on the created outbound delivery proposal, the repaired product is shipped back to the customer; the outbound delivery is released at the same time. User: WAREHOUSE01P Actual Quantity: 1 EA Target Logistics Area: P1100-10 User: SALES02P User: WAREHOUSE01P Actual Quantity: 1 EA Source Logistics Area: P1100-10 In case the repair service needs to charge the customer, create a new service order to handle it. 3.6 Connected Scenarios The subsequent steps such as posting the payment and clearing the payment against the invoice are documented in the business scenario document Cash and Liquidity Management (Processing Receivables and Payments). Those steps are typically done for a batch of invoices and payments and not for one specific payment or invoice. July 28, 2012 29

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