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​How to do product claiming process in SAP ByDesign.

How to do product claiming process in SAP ByDesign.
The business process that we want is as follows.

1. We receipt product return from customer (Claim Product).
2. We check warranty in Registered Product.
3. Technician test if the product is really defect.
4. If yes, we may replace the product with another register product or we issue a credit memo depending on agreement with customer.

I try customer return management process but it is not exactly what we want.

If we post return notification and post inbound to service center in the step1, We cannot create credit memo following this inbound in step4.

If we post return notification and post inbound to own stock in the step1, We cannot create outbound request but we can create credit memo in step4.

Please help suggest how to achieve both options (Credit Memo or Outbound) in step4 because we do not know the "Follow-Up Activity" at step1 we would know "Follow-Up Activity" in step4.

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