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Former Member

Warranty returns flow in customer service.

Hi All,

Can any one provide me the full flow of customer service on with and with out warranty returns.

In case of non warranty 1. service notification will be created

2. with referance to Serv Nofi sale order will be made,

3. with referance to sale order return delivery will be made

4. With referance to sale order service order will be created

5. with referance to sale order outbound delivery will be made once the material is repaired

6. Final with referance to OBD invoice will be generated.

But in cas of warranty how the flow works. If I don't invoice how the orders will get close(completed).

Kindly through some light on the same.

Thanks,

Swamy H P

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4 Answers

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    Former Member
    Aug 20, 2010 at 12:08 PM

    hi

    if it is warrenty order then Order and do teh dn-pgi Inv is not required.

    To do this make the item cat not relevant for Biliing and not relevant for pricing.

    Hope clear

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    Former Member
    Aug 20, 2010 at 01:00 PM

    Hi,

    for Example

    -


    You have defined a warranty period of two years for a maximum clock reading of 50 000 km in the master warranty.

    If you enter a current measurement reading of 49 000 km in the warranty claim but the warranty period has been exceeded, your claim will be rejected.

    If you enter a current measurement reading of 49 000 km in the warranty claim and the warranty period has not been exceeded, your claim will be accepted.

    -


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    Former Member
    Aug 20, 2010 at 01:00 PM

    Process Flow

    ...

    1. You create a warranty claim manually or receive one automatically via the Web interface or via IDoc/EDI.

    2. You enter the measurement readings for the version (example: number of kilometers or operating hours) and, if required, exactly one measurement reading for the item in the warranty claim. When you save, CS measurement documents are automatically created with these measurement readings. These measurement documents are then added to the document flow for the warranty claim. No measurement readings are saved in the warranty claim itself.

    Alternatively, you can enter the measurement documents outside the warranty claim using transactions IK11/IK12/IK13. If you do this, however, they have no reference to the warranty claim version.

    A measurement document has to exist for every warranty counter in the object so that the check functions correctly.

    3. You start action A200 Check Master Warranty either manually or automatically.

    4. The system executes the warranty check and compares the measurement readings in the measurement documents with the warranty counter limit values in the master warranties.

    To do this, it reads the characteristics/warranty counters in the object and searches for identical characteristics/warranty counters and their value limits in the master warranties. Finally, the system compares the current measurement readings in the warranty claim with the value limits in the master warranties. If a calendar warranty counter has been defined, the system checks whether the reference date for the warranty claim lies within the calculated warranty period.

    -


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    Former Member
    Aug 20, 2010 at 01:01 PM

    Result

    The system automatically determines whether a valid warranty exists for the warranty object or not. Depending on the result, the system rejects or accepts the claim, provided the action with VSR check has been programmed appropriately.

    In manual processing the result is displayed in a dialog screen. During automatic processing the result is saved to the database and can be read by using VSR checks.

    The following results are possible:

    · 00 valid warranty, positive check result

    · 03 invalid warranty, negative check result

    · 01 no warranty check possible since required measuring point is missing

    · 02 no warranty check possible since required measurement document is missing

    · 04 warranty check date is before warranty start date

    · 05 warranty check date is after warranty end date

    · 06 warranty object contains two measuring points with the same warranty counter

    · 99 negative check result but positive check result for the check on the superior/higher-level object

    -

    -


    Regards,

    Rajeev

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