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Former Member

Customer Retrun Scenario with out billing (Invoicing)

Hi Expert,

We have customer return scenario in quality, As per SAP standard practice inthis senario sales order created, sales order delivery with pgi and billing happen for this order and material sent to customer. If any defect arises at customer end then retrun sales order will create and will follow standard procedure sales along with quality process.

But in our case std case also appliable with one diffrent case like Sales order created against customer. Sales order delivery with PGI and delivery note is sent to customer. Product is sent to customer site and this product is certified with third party (Govt) which is having legal requirement.

If this product meet to specification then only billing will take place for this product by client. this is case will be used only in subsidary case.

if this product fails to meet legal product specification then client need to replace this product to customer with new part. can you guide us how to handle this scenario from quality perspective.

Best Regards,


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  • Posted on Dec 07, 2011 at 06:28 PM

    For above standard process you can do PGI inspection (insp type 10), that should be not an issue in this case.

    Now when you send this item to customer and if it doesn't meet specified spec requirement then you can create customer complaint notification in system and in this notification you can map all required steps as task. Even from this notification through "action box" you can generate inspection lot also if testing required for replaced part.

    So map your req with customer complaint quality notification to meet quality requiremnts.

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    • Former Member


      correct !

      U may use here notification Q1 type agaisnt which u need to enter the sales order/ delivery order and than maintain what exactly ur client perfor CAPA against customer return and replacement.

      As per NehSAP, if u want lot than it is also possible via Action box activities and tasks.


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