SCENARIO EXPLORER Introduction

1. Customer Return Management SCENARIO EXPLORERIntroduction Close Introduction • The Scenario Explorer provides you with comprehensive information about the various aspects of a scenario. Use the navigation pane to learn more about the following: • Scenario and Processes (details about the scenario, processes, and process steps – click here) • Business Areas (details about where in the system you perform specific tasks – click here) • Business Value(details about the major benefits of using the SAP Business ByDesign solution for the scenario – click here) • Scenario Flow(graphic depicting the entire scenario flow – click here) • The Scenario Explorer is highly interactive – you are able to focus on the topics you are most interested in, navigate to related documents (such as process demos), or display mouse-over information for specific elements. Basic Design Scenario Graphic Navigation Pane Content Area • Interactive Design • Use the navigation pane to select major topics • Click chevrons for process details • Click area icons to focus on specific areas • Use the Info buttons for more information Handling Service Requests

2. Customer Return Management Scenario Overview Click process chevrons for details Processing Inbound Delivery Notifications Processing Inbound Deliveries Processing Customer Return Creating a Customer Credit Memo Processing Receivables and Payments Order-to-Cash (Sell-from-Stock) Order-to-Cash (withSpecifiedProducts) Processing Inspections Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Scenario Description Scenario Explorer Open Legend • Return confirmation to customerThe form-based confirmation to a customer in order to inform a customer about goods receipt, references, and contacts. • Creating and approval for credit memoThe creation of a credit memo and the option to introduce an approval process with thresholds. • PricingThe restocking and quality loss fee as pricing conditions help to level or refine the amount for compensation. The Customer Return Management business scenario enables you to process the inbound delivery of physical goods returned by a customer. It also includes compensation such as a substitute delivery or credit memo. There are also functions for: • Collaboration between warehouse and sales or customer serviceThe return processing includes late updates of inbound deliveries, as well as transferring notes and attachments from warehouse to the return documents. Scenario & Processes Business Areas Business Value Scenario Flow The following business roles are involved in this scenario: Warehouse Operator Sales Representative Accounts Receivable Accountant

3. Customer Return Management Scenario Overview Click process chevrons for details Processing Inbound Delivery Notifications Processing Inbound Deliveries Processing Customer Return Creating a Customer Credit Memo Processing Receivables and Payments Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Processing Inspections Order-to-Cash (Sell-from-Stock) Order-to-Cash (with Specified Products) Scenario Description Scenario Explorer Legend Close Legend • Return confirmation to customerThe form-based confirmation to a customer in order to inform a customer about goods receipt, references, and contacts. • Creating and approval for credit memoThe creation of a credit memo and the option to introduce an approval process with thresholds. • PricingThe restocking and quality loss fee as pricing conditions help to level or refine the amount for compensation. The Customer Return Management business scenario enables you to process the inbound delivery of physical goods returned by a customer. It also includes compensation such as a substitute delivery or credit memo. There are also functions for: • Collaboration between warehouse and sales or customer serviceThe return processing includes late updates of inbound deliveries, as well as transferring notes and attachments from warehouse to the return documents. Scenario & Processes Process mainly driven by the user Process mainly driven by the system Manual process not supported by the system Process that communicates with third-party software (mouse-over for details) Process with relevance to Financials Related scenario Info button with more information Business Areas Business Value Scenario Flow The following business roles are involved in this scenario: Warehouse Operator Sales Representative Accounts Receivable Accountant i

4. Customer Return Management Process Details: Processing Inbound Delivery Notification Click process chevrons for details X Processing Inbound Delivery Notifications - Customer Return Notifications Processing Inbound Deliveries Processing Customer Return Creating a Customer Credit Memo Processing Receivables and Payments Create a Customer Return Notification Processing Inspections Process Description Scenario Explorer Further Information The Processing Inbound Delivery Notifications process comprises the creation and use of inbound delivery notifications (IDNs). An IDN represents a delivery coming from outside. It can either be an ASN (advanced shipping notification) or a printed delivery note accompanying the physical goods. Creating an IDN is mandatory for customer returns, parts returns, and stock transfers and optional for the supplier deliveries. Based on an IDN, the inbound processing can always be done. You can process inbound deliveries with inbound delivery notifications with or without task support from the system. Scenario & Processes Performed by Warehouse Manager Business Areas In the Work Center Inbound Logistics Business Value Scenario Flow

5. Expense Reimburse-ment Customer Return Management Process Details: Processing Inbound Deliveries Click process chevrons for details X Processing Inbound Delivery- Based on ASN with Task Control Processing Inbound Delivery Notifications Processing Customer Return Creating a Customer Credit Memo Create a warehouse request - inbound Create a warehouse task - inbound Processing Inbound Delivery Notification Processing Inbound Delivery Accept a deviation - inbound Confirm a warehouse task - inbound Check and finalize an inbound delivery … Click hereto display process variants Processing Inspections Process Description Scenario Explorer Further Information The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock). Scenario & Processes Performed by Warehouse Operator Business Areas In the Work Center Inbound Logistics Business Value Scenario Flow

6. Expense Reimburse-ment Customer Return Management Process Details: Processing Inbound Deliveries Click process chevrons for details X Processing Inbound Delivery- Based on ASN with Task Control Processing Inbound Delivery Notifications Processing Customer Return Creating a Customer Credit Memo Create a warehouse request - inbound Create a warehouse task - inbound Processing Inbound Delivery Notification Processing Inbound Delivery Accept a deviation - inbound Confirm a warehouse task - inbound Check and finalize an inbound delivery … Click hereto hide process variants Processing Inbound Delivery - Based on ASN without Task Control Processing Inspections Process Description Scenario Explorer Further Information The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock). Scenario & Processes Performed by Warehouse Operator Business Areas In the Work Center Inbound Logistics Business Value Scenario Flow

7. Customer Return Management Process Details: Processing Inspections Processing Inbound Delivery Notifications Processing Customer Return Creating a Customer Credit Memo Processing Receivables and Payments Processing Inbound Deliveries Click process chevrons for details X Processing Inspections Inspect samples Record inspection results Decide about quality Process Description Scenario Explorer Further Information The Processing Inspections business process allows you to process, monitor, and analyze inspections of products : • InspectionsatgoodsreceiptReceiving inspections for supplier deliveries, first articles, customer returns, and stock transfers • Inspections in productionIn-process control and final inspections for production • Inspections in shippingFinal inspections for customer shipments As part of this process, you inspect the samples taken for inspection, record results, make a decision about the quality of the inspected goods, and, if necessary, trigger corrective or preventive actions. Planned inspections are triggered automatically based on a suitable logistics or production model. Unplanned inspections are triggered manually by the user. Scenario & Processes Performed by Inspector Quality Engineer Quality Manager Business Areas Business Value In the Work Center Quality Control Scenario Flow

8. Customer Return Management Process Details: Processing Customer Return Click process chevrons for details X Processing Customer Return - with Credit Memo Processing Inbound Delivery Notifications Processing Inbound Deliveries Creating a Customer Credit Memo Release customer return with credit memo (Option) Trigger follow-up with sales order Check and ensure consistence of customer return Send return confirmation form to customer Check and adjust the customer return … Click hereto display process variants Processing Inspections Process Description Scenario Explorer Further Information The Processing Customer Return business process enables you to handle customer returns. Normally the process starts when ordered and shipped products are returned unexpectedly by the customer. After the inbound delivery is completed, you recognize a new return and initiate a confirmation form to be sent to the customer to inform him or her about the goods receipt. At this point, you can check the content of the return, such as picked quantity, notes, and return references. You can add an internal note or some information for the customer to be printed on the credit memo and adjust pricing relevant parameters, for example, quantity to be invoiced, restocking fee, quality loss fee, and freight. Finally, you have to request a credit memo or trigger compensation delivery. Scenario & Processes Performed by Sales Representative Business Areas Business Value In the Work Center Sales Orders Scenario Flow

9. Customer Return Management Process Details: Processing Customer Return Click process chevrons for details X Processing Customer Return - with Credit Memo Processing Inbound Delivery Notifications Processing Inbound Deliveries Creating a Customer Credit Memo Release customer return with credit memo (Option) Trigger follow-up with sales order Check and ensure consistence of customer return Send return confirmation form to customer Check and adjust the customer return … Click hereto hide process variants Processing Inspections Processing Customer Return - without Credit Memo Process Description Scenario Explorer Further Information The Processing Customer Return business process enables you to handle customer returns. Normally the process starts when ordered and shipped products are returned unexpectedly by the customer. After the inbound delivery is completed, you recognize a new return and initiate a confirmation form to be sent to the customer to inform him or her about the goods receipt. At this point, you can check the content of the return, such as picked quantity, notes, and return references. You can add an internal note or some information for the customer to be printed on the credit memo and adjust pricing relevant parameters, for example, quantity to be invoiced, restocking fee, quality loss fee, and freight. Finally, you have to request a credit memo or trigger compensation delivery. Scenario & Processes Performed by Sales Representative Business Areas Business Value In the Work Center Sales Orders Scenario Flow

10. Customer Return Management Process Details: Creating a Customer Credit Memo Click process chevrons for details X Creating Customer Credit Memo Processing Inbound Delivery Notifications Processing Inbound Deliveries Processing Customer Return Processing Receivables and Payments Release the credit memo Transfer items to be invoiced into a credit memo Processing Inspections Process Description Scenario Explorer Further Information The Creating a Customer Credit Memo business process enables you to create and handle credit memos. After you perform a goods return, the system automatically creates items to be invoiced that you must transfer to a credit memo sent to the customer. The credit memo is also passed to financial accounting in order to trigger the related payment, for example by check, bank transfer, or credit card. This transfer can be done using an invoice run, or manually. It is possible to combine several items to be invoiced into one credit memo or split them into several credit memos. You can also create a credit memo manually. Scenario & Processes Performed by Accounts ReceivableAccountant Business Areas In the Work Center Customer Invoicing Business Value Scenario Flow

11. Customer Return Management Process Details: Processing Receivables and Payments with Accounts Maintenance - Standard Click process chevrons for details X Processing Receivables and Payments with Accounts Maintenance - Standard Processing Inbound Delivery Notifications Processing Inbound Deliveries Processing Customer Return Creating a Customer Credit Memo Clear open items and differences Processing Inspections Process Description Scenario Explorer Further Information The Processing Receivables and Payments with Accounts Maintenance - Standard business process enables you to monitor customer accounts on a regular basis. You can clear any remaining open items and write off small differences manually. Scenario & Processes Performed by Accounts ReceivableAccountant Business Areas In the Work Centers Receivables Payment Management Cash and Liquidity Management Business Value Scenario Flow

12. Customer Return Management Business Areas Click area pictograms for details Processing Inbound Delivery Notifications Processing Inbound Deliveries Processing Customer Return Creating a Customer Credit Memo Processing Receivables and Payments Processing Inspections Business Areas Scenario Explorer Business Area Description • You can use SAP Business ByDesign to adjust your organization's structure, warehouse and production layouts, processes, or level of automation as needed. You can flexibly assign and monitor employee tasks and also execute your production and warehousing tasks in similar ways. You can also use the software to: • Harmonize process execution across warehousing and manufacturing • Separate and uniquely identify inventory so that you can handle certain stock differently, depending on the purpose and the production environment • Synchronize supply execution data, such as work in process and material inventory postings, with financial data • Maintain quality documents, such as quality assurance agreements and technical delivery terms, as part of your company's purchasing process • Automate business process steps including the communication with suppliers Warehousing, Manufacturing, and Logistics Scenario & Processes Sales Business Areas Cash Flow Management Business Value Scenario Flow

13. Customer Return Management Business Areas Click area pictograms for details Processing Inbound Delivery Notifications Processing Inbound Deliveries Processing Customer Return Creating a Customer Credit Memo Processing Receivables and Payments Processing Inspections Business Areas Scenario Explorer Business Area Description • The SAP Business ByDesign solution gives you comprehensive access to customer-related information about opportunities, quotes, orders, and invoices. Your employees can use data in SAP Business ByDesign to verify product availability, perform accurate forecasting, predict future sales, and identify cross-selling and up-selling opportunities. SAP Business ByDesign supports smooth interactions with customers and helps your sales staff fill the sales pipeline, focus on the most promising leads, and accelerate the sales process. In addition, you can use the software to: • Generate a sales opportunity, create sales quotes, check product availability, calculate prices, enter payment and shipping information, and create sales orders, and invoices • Store and maintain an online portfolio of your products and services and define price lists with flexible pricing policies • Obtain a comprehensive, 360-degree view of your customers. You can see all customer-related information in a single place and use the provided reports and metrics to make effective decisions Warehousing, Manufacturing, and Logistics Scenario & Processes Sales Business Areas Cash Flow Management Business Value Scenario Flow

14. Customer Return Management Business Areas Click area pictograms for details Processing Inbound Delivery Notifications Processing Inbound Deliveries Processing Customer Return Creating a Customer Credit Memo Processing Receivables and Payments Processing Inspections Business Areas Scenario Explorer Business Area Description • Nearly every business process supported by SAP Business ByDesign is integrated with financials. The solution helps you to gain control over your cash inflow and outflow and to forecast and analyze the liquidity and profitability of your business. You can also use the software to: • Centrally manage and control your payables and receivables, automate payment and clearing processes, and valuate payables and receivables in multiple foreign currencies • Quickly create tax returns using centrally managed corporate data and report declarations - and pay taxes if required • Set up expense and reimbursement policies, monitor employee expenses, and reimburse approved expenses Warehousing, Manufacturing, and Logistics Scenario & Processes Sales Business Areas Cash Flow Management Business Value Scenario Flow

15. Customer Return Management Business Value Initiate Manage Settle Receive Customer Return Delivery Create Customer Return Notification Initiate Inbound Processing Post Goods Receipt With or Without Tasks Release Proposal for Payment Manage Payment Based on Credit Memo Post to Ledger Overview Scenario Explorer Key Benefits • 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 This scenario streamlines the customer returns management for midsized companies. 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. You can increase customer loyalty with efficient returns processes. Scenario & Processes Business Areas Business Value Scenario Flow

16. With Credit Memo • Without CreditMemo • Based on ASN w/o task control • Based on ASN w/ task control • Processing Payments with Accounts Maintenance - Standard Variant • Process variant1 • Process variant 2 Customer Return Managment Scenario Flow Inbound Logistics Sales Orders Customer Invoicing Payables Payment Management Processing Inbound Delivery Notification Processing Inbound Delivery Processing Customer Return Creating a Customer Credit Memo ProcessingReceivables and Payments Order-to-Cash (Sell-from-Stock) Order-to-Cash (Make-to-Order) Order-to-Cash (Sell-from-Stock) Order-to-Cash (Make-to-Order) Quality Planning Processing Inspections Scenario Explorer Scenario & Processes Business Areas Business Value Scenario Flow Legend & Variants Dotted line = optional Dotted line = optional Work center in which process is performed Process related to Financials Work center Process mainly driven by the user Process mainly driven by the system Business document flow Related scenarios