Explaining Credit Memo Processing for Service Management

1. Navigate to the list of solution processes on the SAP Signavio Process Navigator website. Use URL https://me.sap.com/processnavigator and choose Solution Process. You can now see a list of all available solution processes.

   Note

   Log on to SAP for ME if needed.
2. Using the Search in SAP Signavio Process Navigator field (in the top right corner of your screen), search for solution process 44GG.
3. In the resulting list, select the entry for the current (i.e. the most recent) version of the solution process for solution scenario Best Practices for SAP S/4HANA Cloud. You can now see the details for the solution process.
4. Choose Accelerators.
5. Choose Test Script to download the test script as a Microsoft Word file, and open this file.
6. If available, choose Set-up instructions to open the set-up instructions for the solution process.

A credit memo is a financial document and is usually based on a credit memo request. A credit memo request is usually created based on a billing document that was created for one of the documents that are part of the standard service processes. An example of this is a billing document for a service contract. Other options are: a billing document for a service order and also a billing document for a service confirmation. The credit memo request contains the amount that is requested to be credited to the customer.

The process starts with a request (instead of a credit memo directly) so that the request can be used to trigger an approval process before a real credit memo is issued. Once the credit memo request is reviewed and approved, a real credit memo document is created and sent to the customer. The credit memo is a real financial document that leads to the posting of a journal entry in the Finance part of SAP S/4HANA Cloud Public Edition, just like a billing document does. Credit memo requests do not lead to journal entries in SAP S/4HANA Cloud Public Edition, finance.

The process flow as supported by scope item Credit Memo Processing for Service Management (4GG) consists of the following steps:

1. Create a credit memo request for a certain service process.
2. Approve and review workflow items for credit memo requests.
3. Create the actual credit memo document.