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Business Scenarios

1. My company is selling goods to customer. Whatever they are selling, that products will have validity date. If the material is damaged within the validity date then company will repair that goods and will be provided to customer with invoice 0 amounts.

2. If the damaged goods are under warranty if company is unable to fix / rectify the problem then company will provide a new material with invoice zero amounts.

3. If the damaged goods are out of validity then company will estimate that goods cost and will take that goods and will provide new material with remain amount.

4. Some time customer came with damaged good and technical guy will check and will immediately provide to customer because it is not having any problem and the problem is at the end of customer level.

Your comments are valid to me on this.


Thanks,

Naren

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3 Answers

  • Best Answer
    Feb 02, 2014 at 01:50 PM

    Hi,

    1. My company is selling goods to customer. Whatever they are selling, that products will have validity date. If the material is damaged within the validity date then company will repair that goods and will be provided to customer with invoice 0 amounts.

    You have to create the Product with Serial Number to enable the warranty ( validity). You can create the sales order directly or with reference to Service notification at which you check the validity. To repair the good and to cost capture we have to create a service order with reference to sales order and while posting the cost, if the part is under warranty you can create 0 invoice to customer and settle the cost to any cost center

    2. If the damaged goods are under warranty if company is unable to fix / rectify the problem then company will provide a new material with invoice zero amounts

    during the technical check, if technician found it is not repairable , then you have to scrap the material using 551 movement type and create a new material from the sales order with new material and continue with Sales process and free of charge delivery

    3. If the damaged goods are out of validity then company will estimate that goods cost and will take that goods and will provide new material with remain amount.

    If goods are out of warranty, here you dont" do repair and  instead take the part  ? Can you please give a bit more info

    Some time customer came with damaged good and technical guy will check and will immediately provide to customer because it is not having any problem and the problem is at the end of customer level.

    Here it is a business decision to include the technician inspection cost or not, if you want to bill the customer with the Inspection  cost  then billing with inspection cost

    If not 0 billing document

    it is purely a business decision

    hope it is clear

    regards,

    santosh

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    Former Member
    Feb 02, 2014 at 05:08 AM

    Hi , these are pure CS standard scenarios.My pointwise reply below:

    First point  menioned by you is the background of the scenario.

    point  2& 3 is the cs scenario of free of charge service (free replacement) within warranty or chargeable replacement out of warranty

    1. To cater to point 2 and 3 , first one need to identify if the material is within or out of warranty. for this Euipment masters are used. In equipment master it is possible to maintain valid from and valid to dates. Equipment master is unique for each product. eg. you sell 10 electronic energy meters under one order - each meter will have unique serial number , so an equipment is created for a combination of a product (meter in this case)+ serial no. = equipment. Through customizing it is possible to allow a pop up during returns sales creation of service notification. a service notification is only the registration of complaint by customer. at this point the user can get a pop up warranty is expired so he knows he has to create a fre of charge sales order or a regular sales order (if

    charging).

    point 4 is inhouse repairs scenario.

    for this one has to create a service notification -> return order -return delivery - -receipt in QA inspection stock - if QA feels rectification is possible then create service order - carry out repair- confirm service order - perform outbound delivery.

    If the material is out of warranty but repairable , a debit memo to be created towards spares parts, services, labour costs.

    thanks

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  • Feb 03, 2014 at 01:07 PM

    Hi,

    Thank you so much for your valuable comments on this query.

    Let you two people know few things from my side.

    1. Actually, we are not using Serial Profiles to maintain serial numbers for products. As you said, if I have serial numbers for products then I would create serial profile in OIS2 and keep always equipment 2 option to get warranty during creation of service notification. I would like to know, is there any way to check warranty of goods based on Invoice Date. I have see warranty check field in ODP1 t.code. May I know how and when it will work?

    2.  I will get goods from customer thru Service notification->Repair Order-VRRE-PGR. Once,we got goods from customer thru PGR then the service people will able to see what is the problem in the goods and will perform repair status manually and will do OBD and will create Invoice.


    3.In repair order level, we can see "action “Replacement” as well as “Scrap” but donno, how to perform this in sap. Could you please let me know about this?



    4.If the material is under warranty then how to perform invoice with service tax only?


    May I know ,best process in sap on above.



    Mamta,


    point 4 is inhouse repairs scenario.

    for this one has to create a service notification -> return order -return delivery - -receipt in QA inspection stock - if QA feels rectification is possible then create service order - carry out repair- confirm service order - perform outbound delivery.

    May I know,how to get QA stock into Service Order level and to perform outbound delivery ?


    Santosh,


    3. If the damaged goods are out of validity then company will estimate that goods cost and will take that goods and will provide new material with remain amount.

    If goods are out of warranty, here you dont" do repair and  instead take the part  ? Can you please give a bit more info

    Let me give you small example,

    Business Scenario-Exchange Process

    I have purchased camera with 1000 rs. It got damaged after completion of  warranty date.Now,I will give it back to service people and they will estimate that damaged good cost and will provide new material and they will charge original good cost after considering that damaged good cost.

    Damaged material-cost would be 100 rs ( Service people will estimate that damaged good cost )

    then I will pay 900 rs and will take new material .

    Thanks,

    Naren


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    • Hi Naren,

      If you are taking the part in to the Plant, then you have to use Repair Order from the notification and all your inbound and outbounds will be controlled using Repair order. To bill the customer , after confirming the Services in IW41 you have to use DP90

      From your comments I can only see Question on how to create DP90, let me know if you further have any questions

      regards,

      santosh