Explaining the Process Steps and Business Roles for Warranty Claim Management - Supplier Recovery Processing

Objectives

After completing this lesson, you will be able to:

  • Understand the supplier warranty claim workflow

The Process Steps for Warranty Claim Management - Supplier Recovery Processing (5HR)

Process Steps for Supplier Recovery Processing (5HR)

The following table contains the preliminary steps that need to be taken care of before the actual execution of the process steps can start:

Preliminary StepExplanation
Maintain supplier warranty for equipment and functional location

If you have entered the start date and end date for the supplier warranty of an equipment in its master record, the system checks the validity of the claim based on these dates. Before you use the warranty for individual objects within your claim process, you need to enter the warranty start date and warranty end date in the equipment master record.

Maintain equipment dataSince warranty validity dates can be maintained in the master data record of a technical object, this master record needs to be created/changed.

Maintain supplier and customer data

In the warranty claim process, a business partner representing the supplier and one representing a customer is used to derive the correct prices, post the amount to accounting, and identify where the claim statement should be send to.

To each supplier (vendor) master record, a customer master record needs to be linked to ensure a correct price determination. In a scenario where a customer is not yet linked to the supplier used, this step still needs to be performed.

Check pricing condition records

To ensure that the appropriate amount can be claimed from a supplier, the correct prices need to be maintained in the system. Each of the different item types (material, labor, etc.) has its own conditions to ensure proper maintenance and relationship to the already existing pricing records.

Set up the general ledger (GL) accounts to be usedIn the configuration for SAP S/4HANA Cloud Public Edition, automatic account assignment must have the required cost center maintained.

A warranty is a commitment from a manufacturer, supplier, or salesperson to a customer that a product has no defects, and that services such as repairs and partial or complete exchange of defective parts are guaranteed for a particular period of time, without the customer being billed.

The process here starts with step 1: the creation of a supplier warranty claim (based on a repair you performed).

Note
The supplier warranty claim is created with the SAP Fiori app called Manage Supplier Claims.

It then continues with the validation for completeness of this supplier claim (step 2). Once a supplier warranty claim is validated, the number of fields that can still be edited is very limited. This is done to ensure consistency. You can however reset the claim to Created status, in order to adjust more fields.

After the claim has been validated, it is sent to the supplier for reimbursement (step 3).

Note
You can use the Return Parts Status option in a scenario where you want to return a damaged part to a supplier. The status must be maintained as Parts shipped or No parts to be returned. This is only possible when the item category of the item is set to represent a material.

After sending the claim to the supplier, its status is set to Waiting for Supplier Response. In the Output Management section of the document, a new entry is created with the details of the output which is what is actually sent to the supplier.

After this, the supplier response is maintained (step 4):

  • If a supplier fully approves a claim, set the decision to Approved. The approved net amount is set to the same amount as the requested net amount. No additional steps is required at item level.
  • If a supplier partially approves a claim, set the decision to Partially Approved. You can now either maintain the suppliers' response at the overall claim level by creating a condition within the Pricing Element section of the document (header level) or by adjusting each of the items individually.
  • If the supplier is not accepting the claim (i.e. the response/decision entered in the claim document needs to be Rejected), a new condition called PBRJ is automatically created in the Pricing Elements section of the claim document that sets the overall item value to zero.

Next, the claim is posted to SAP S/4HANA Public Edition, finance (step 5). In case of an incorrect posting, the posting can also be reversed later on.

Note
If needed, a supplier warranty claim can also be canceled again.

Finally, the claim is closed (step 6). You can close the supplier claim for example after a successful posting to SAP S/4HANA Public Edition, finance.

Note
If needed, a supplier warranty claim can also be reopened. After closing the supplier warranty claim, the user then needs to select the option called Reopen Claim.

A Simulation of the Main Process Steps for Warranty Claim Management - Supplier Recovery Processing (5HR)

You can use the following simulations to work your way through the main process steps for solution process 5HR:

Business Roles for Warranty Claim Management - Supplier Recovery Processing (5HR)

Business Roles for Testing and Executing Warranty Claim Management - Supplier Recovery Processing (5HR)

Business roleBusiness role ID as delivered by SAP
Maintenance PlannerSAP_BR_MAINTENANCE_PLANNER
Master Data Specialist - Business Partner DataSAP_BR_BUPA_MASTER_SPECIALIST
Claims AnalystSAP_BR_CLAIMS_ANALYST_COMPL
Master Data Specialist - Product DataSAP_BR_PRODMASTER_SPECIALIST
Master Data Specialist - Warranty ManagementSAP_BR_MD_SPECIALIST_WRNTY

The table above provides an overview of all the standard business roles that are used in Warranty Claim Management - Supplier Recovery Processing (5HR).

Note

This information is based on the test script for scope item Warranty Claim Management - Supplier Recovery Processing (5HR), which can be found on and downloaded using SAP Signavio Process Navigator (using the URL https://me.sap.com/processnavigator).

These roles can be used as a template to create your own business roles for your business users working with scope item Warranty Claim Management - Supplier Recovery Processing (5HR).

Note

These are the same business roles that are also used in scope item Warranty Claim Management - Customer Claim Processing (63Y).

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