Customer Return Management

Best Practice Scenario: Customer Return Management

The Customer Return Management business scenario enables you to process the inbound delivery of physical goods returned by a customer for a replacement, a credit for the returned goods or for repair.

There are also functions for:

• Collaboration between warehouse and sales or customer service
  The return processing includes late updates of inbound deliveries, as well as transferring notes and attachments from warehouse to the return documents.
• Outbound delivery in case of returns received for repair at own service center.
• Return confirmation to customer
  The form-based confirmation to a customer in order to inform a customer about goods receipt, references, and contacts.
• Creating and approval for credit memo
  The creation of a credit memo and the option to introduce an approval process with thresholds.
• Pricing
  The restocking and quality loss fee as pricing conditions help to level or refine the amount for compensation.

Process Flow details of Customer Return Management

Roles involved to Customer Return Management

• Warehouse Operator
• Sales Presentatives
• Accounts Receivable

Business Value of Customer Return Management

The scenario of Customer Return Management streamlines the customer returns management for midsized companies. You can increase customer loyalty with efficient returns processes.

SAP Business ByDesign supports the entire customer returns management cycle - from delivery notification and the physical product return through to payment based on a credit memo.

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Key Benefits of Customer Return Management

• Well-managed returns can translate into sales opportunities;
• Tracking allows companies to stay on top of each return by monitoring its logistics and refunding status, and the corresponding logistics and financial documents;
• Better transparency, enabled by adherence to applicable business rules, allows you to provide accurate information for customer queries;
• By identifying the reasons for returns, quality is improved;
• Using return sales rate reports that show the return rate for each month of the current year helps you to monitor quality levels.

Application

• SAP Business ByDesign

Continue to review the other Business Processes SAP Business ByDesign

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