Customer satisfaction is more and more important to a company success. Almost all the customers expected an efficient handling of returns together with an immediate refund without intermediate steps.
From CE2105, a new refund control is enabled on Manage Customer Returns app, which is to “refund immediately”. If the decision is to proceed with monetary refund, a credit memo would be created automatically. If the decision is to proceed with replacement product, an outbound delivery can be created automatically.
When return type is ‘Credit Memo’, there has 3 options to refund.
- Decide Later
- Create Credit Memo Request
- Create Credit Memo
Refund Options for Credit Memo
If you choose ‘Decide Later’, means defer the refund determination to a later time. No refund related action at this point.
If you choose ‘Create Credit Memo Request’, a credit memo request would be created, and refunding status still ‘Open’.
If you choose ‘Create Credit Memo’, the prerequisite is the product is received. Then a credit memo would be created immediately, and refunding status is ‘Completed’ on customer return item.
Refund Processing Status Completed for Credit Memo
When return type is ‘Replacement Product’, there has 3 options to refund.
- Decide Later
- Create Replacement Order
- Immediately Delivery
Refund Options for Replacement Product
If you choose ‘Decide Later’, means defer the refund determination to a later time. No refund related action at this point.
If you choose ‘Create Replacement Order’, a replacement order would be created, and refunding status still ‘Open’.
If we choose ‘Immediate Delivery’, a replacement order, outbound delivery and goods issue would be created immediately, and refund status is ‘Completed’ on customer return item.
Refund Processing Status Completed for Replacement Product
You could refer the official help documentation from SAP.
