Managing Customer Returns

A credit memo request is created with the amount to be credited to a customer, and a billing block is to be removed after review. Carol is an internal sales representative who is responsible for managing the sales process. She needs to search, create, change, or display credit memo requests.

A list report can be an entry point for these activities.

The tile Manage Credit Memo Requests - Version 2 allows you to display, create, and edit credit memo requests using a Fiori UI. It is under the business role Internal Sales Rep or Returns Refund Clerk, and available in the group Refund or Complaints when spaces are used. The user (Carol) can use this tile to launch this app.

The business catalogs must be assigned to business users through a business role. It contains one tile.

The application Manage Credit Memo Requests - Version 2 allows you to display a list of credit memo requests. Users can search or filter the list of credit memo requests in the app.

If the user has maintained default values for credit memo request type, sales organization, distribution channel, and division, these fields are prefilled when the user open the app.

Users can navigate to the details by clicking the row.

The Manage Credit Memo Requests - Version 2 app allows you to create credit memo requests of document type Credit Memo Request (CR), Invoice Correction Request (RK), and Credit MemoReq Manual (CMR4). The options do not allow you, for example, to create other types of credit memo request. 

If you want to edit or display a credit memo request on the object page, only the above-mentioned document types are allowed. For other types, you are navigated to the WEBGUI.

You can refer to a sales order or an invoice to create a credit memo request.

You can click value help to filter the reference document by using criteria, such as document number, sold-to party in sales order, payer in billing document and others.

You can select items and enter the quantity by choosing the Select Items button.

If you don't select items, all valid items in the reference document are copied to the credit memo request with open quantity.

To create a new credit memo request, it is mandatory to specify a sold-to party first.

Users can optionally use the collective value-help to identify and choose a sold-to party.

You can see the document statuses on the top of the page.

To add items to the credit memo request, navigate to the Items section .

By default, an empty line is available, so that the user can start entering the first product.

Choosing Add Row (or ENTER) triggers a validation.

Items can be rejected, deleted, or set billing block from the item list.

Sorting and filtering can be applied to the items table.

The user can navigate into the item detail by clicking the row.

You can choose Incompleteness Info to get the warning message about which field is missing.

You can choose the warning message to navigate to the field.

Credit memo requests contain partner information, for example, the partner who receives the invoices.

After a sold-to party has been specified, business partners are determined automatically by the system.

Users can add additional partner functions, for example, a contact person or responsible sales employee.

A credit memo request can only contain one partner function of each kind.

Sold-to party, ship-to party, bill-to party, and payer are mandatory partner functions in a credit memo request. They cannot be deleted.

You can view the detailed address information for a business partner.

You can change the address to a document-specific address for a business partner.

Users can create, change, display, or delete price conditions considering the current settings in the Prices section.

Users can filter condition types using quick filters.

Users can maximize the Prices screen.

Inactive price conditions are visualized in yellow color.

Erroneous price conditions are visualized in red color.

Text can be copied automatically from customer master data.

To include long-text information to the credit memo request header or item, navigate to the Texts section and choose Create.

The Language is derived and proposed automatically from the sold-to party.

Choose a Text Type.

Enter the text. A scroll bar is enabled automatically if required.

Navigation into a text detail page is possible.

Only after a credit memo request has been saved, will the Process Flow section display.

A process flow gives an overview of preceding and succeeding documents related to the credit memo request. Also expected subsequent documents are displayed, for example, an invoice, or returns order.

Depending on the authorization of the user, it is possible to navigate to the related applications.

The process flow can be zoomed in or zoomed out.

Attachments and URL in the whitelist can be attached to a credit memo request.

When you are creating a credit memo request, you can choose Update Output Items to see if any output items are triggered.

You can go to the Output Items tab in an existing document to check if any output items are triggered.

You can choose Open File to preview the output PDF document.

When the approval status of a credit memo request (CR) is 'In Approval', then the workflow requester can withdraw the approval request on the header of the object page.

If the workflow is triggered by an external API, it cannot be withdrawn via this button.

If the approval status is not In Approval, for example, if the document has already been rejected or released, it cannot be withdrawn.

• Adding credit memo request item with reference to a preceding document.

• Create a manual credit memo request (document type: CMR4) for Project-Based Service.

• Preview the billing document for a credit memo request.

You can add credit memo request items by referencing a sales order or an invoice.

The sold-to party and sales area of the reference document must be the same with that on the credit memo request header.

You can select the reference document and the items you want to copy and enter the target quantity. 

You can display the preceding document category, the reference document ID, and the reference item ID for each item by adding the corresponding columns in the table setting.

You can create a manual credit memo request (document type CMR4) with reference to a billing document, or without reference.

CMR4 can only be used within the project-based services scenario.

You can select a credit memo request and then choose Preview Billing Document to preview the credit memo. The preview is displayed in a new window.

You cannot preview the billing document in the following cases:

• The credit memo request has already been fully invoiced.
• The credit memo request has billing status Not Relevant for Billing.
• The credit memo request is blocked for billing.
• The credit memo request is incomplete.
• Several billing documents (invoice split) are to be created for the credit memo request.